Omnichannel Customer Care Lead

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7ehaso

The Omnichannel Customer Care Lead leads the Omnichannel Customer Services Team, ensuring a seamless, customer-centric and high-quality service experience across all online and offline Omnichannel Route-to-Market channels. The role is responsible for the end-to-end management of customer care and hypercare activities across digital ordering solutions—including V-orders, SIRVIS and other digital tools—as well as existing offline customer service channels. A key responsibility is to bring innovation to the current service model by identifying opportunities for digitalization, simplification and automation, while safeguarding operational continuity and service quality. The position supports customers across the full 360-degree service journey, including logistics, finance, equipment and assets, end-to-end order entry, issue resolution and service recovery. It also provides hands-on support to internal commercial stakeholders during the implementation and hypercare phases of new tools and processes. Acting as the key connection between customers, Business Developers, Sales, Customer Teams,



DTPS, Supply Chain, Finance and Route-to-Market functions, the Omnichannel Customer Services Manager proactively unblocks operational processes, leads the resolution of recurring issues and ensures an effective Business Developer hotline. Through this role, the Manager drives customer satisfaction, digital adoption, operational excellence and service continuity across the entire Omnichannel ecosystem.
Key Responsibilities:
- Ensure the efficient and accurate management of customer orders and service requests across all online and offline channels.
- Drive service excellence for OOH customers, with particular focus on IC-KA, Wholesalers and TPV customers using digital ordering solutions.
- Ensure end-to-end customer support across order entry, logistics, finance, equipment, assets and administrative service needs.
- Maximize customer adoption and effective utilization of digital orderi

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7ehaso