Amplifon is an Italian multinational company and theglobal leader in hearing care solutions and services, recognized for its retail expertise, customization and consumer care. More than20,000 professionalsin a network of9,500 points of saleare present in26 countries worldwide, empowering people to rediscover all the emotions of sound every day. In our journey towards empowering people, Amplifon has been awardedGlobal Top Employer Company by Top Employers Institute in 2026, becoming the only company in the hearing care sector to obtain this international recognition for its people management and workplace practices. We are seeking an experienced Customer Care Manager with a strong track record of leading and transforming customer care teams and processes within multinational retail environments. The role is responsible for driving both the strategic and operational performance of the Customer Care function, enhancing the customer experience through an omnichannel approach,



and ensuring service excellence through KPI and NPS management.Key ResponsibilitiesLead the transformation and optimization of customer care processes, driving efficiency, innovation, and service excellence.Develop and implement an omnichannel customer care strategy, ensuring a seamless customer experience across all touchpoints.Monitor and improve key KPIs, including NPS, response times, resolution rates, and customer satisfaction, using data to drive continuous improvement.Champion customer-centric initiatives and leverage technology (CRM, automation, AI/chatbots) to enhance service quality and operational efficiency.Partner closely with retail stores and cross-functional teams (Marketing, Sales, IT, etc.) to improve customer experience and ensure alignment across the business.Lead, coach, and develop the Customer Care team, fostering a high-performance, customer-focused culture.Manage departmental resources and budget to support business priorities.RequirementsMinimum of 5-7 years of experience

📌 Customer Care Manager (Barcelona)
🏢 GAES
📍 Barcelona