Amplifon is an Italian multinational company and the global leader in hearing
care solutions and services, recognized for its retail expertise, customization
and consumer care.

More than 20,000 professionals in a network of 9,500 points of sale are present
in 26 countries worldwide, empowering people to rediscover all the emotions of
sound every day.

In our journey towards empowering people, Amplifon has been awarded Integral 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 Responsibilities:





* Lead 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.

Requireme

📌 Customer Care Manager (Barcelona)
🏢 Amplifon
📍 Barcelona