Requirements: English
Company: Hafele Italia srl
Region: Biella , Piedmont
Digital Customer Experience (CX) ManagerPosition: Permanent, Full-Time, Remote (with travel to Group Head Office in Germany)About the CompanyHfele is an internationally trusted supplier of furniture fittings, ironmongery, and hardware to the trade. Known for our extensive range, quality products, industry expertise, and excellent customer service, Hfele provides comprehensive support through our best-in-class sales and support team.Role OverviewAre you passionate about delivering world-class digital experiences and driving meaningful change across global operations? Do you thrive in dynamic, cross-functional environments where innovation and customer focus are priorities? We are seeking a Digital Customer Experience Manager who will also serve as the Global Process Owner for the Contact-to-Order (C2O) journey a dual role with significant impact. This is an opportunity to shape customer interactions digitally and transform global processes for seamless, efficient service.Key ResponsibilitiesAs Digital Customer Experience Manager:Lead the design and execution of digital strategies across all customer touchpoints.Drive initiatives to enhance the end-to-end digital journey from website to social media to mobile platforms.Align departments and regions to create a consistent and engaging customer experience.Leverage data, feedback, and analytics to innovate and optimize continuously.Champion digital CX best practices across global teams.As Global Process Owner (C2O):Take ownership of the full Contact-to-Order process globally.Standardize and harmonize processes across markets and departments.Lead cross-functional teams to improve performance, efficiency, and customer satisfaction.Use KPIs and insights to shape future process improvements.Play a key role in change management, training, and adoption of new workflows.QualificationsA degree in business, marketing, computer science, or related fields.Fluent in English; German or other languages are a plus.Several years of experience in digital customer experience and process management.Proficiency with CRM systems, analytics platforms, marketing automation, and process modeling tools.Strong stakeholder relationship-building skills and experience leading cross-functional, multicultural teams.Excellent analytical, problem-solving, and project management skills.Customer-first mindset and passion for continuous improvement.Willingness to travel across the Group, with significant touchpoints in Germany.BenefitsCompetitive salary and annual bonus.Benefits including healthcare, pension scheme, and extensive discounts.23 days holiday + 8 bank holidays, increasing with service.Learning and development opportunities.Additional NotesThis role offers a chance to drive meaningful change within a global organization, shaping digital innovation and operational excellence for Hfele Group. You will have the autonomy to develop strategies and the resources to realize your vision.Location: Customer Experience Manager Biella, Italia#J-18808-Ljbffr