Customer Care Manager

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 Global 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. Requirements: Minimum of 5-7 years of experience in customer service management, preferably in the retail sector. Strong team management skills, with experience leading cross-functional and international teams. Ability to think strategically with a pragmatic, results-oriented approach. Experience in managing multi-channel interactions, with the ability to integrate and optimize various touchpoints. Strong focus on customer satisfaction and the ability to manage long-term relationships. Ability to analyze and interpret data to make strategic and tactical decisions. Excellent communication and negotiation skills, both with customers and within the team and internal partners. Fluency in both Spanish and English, with excellent communication skills and the ability to influence stakeholders at all levels of the organization. Experience working directly in stores or managing retail operations. What we offer: As well as a competitive salary we offer: Hybrid model: up to 9 remote workdays/month, flexible hours, summer intensive schedule & short Fridays. Structured onboarding with workshops, store visit & networking events with other new joiners just like you! Continuous learning through our e-learning platform and career development paths. Birthday off – because special days matter. Access to coaching or psychological support. Flexible benefits and extra budget apart from your salary to use as you please (health insurance, ticket restaurant, learning, transport etc). Exclusive discounts on GAES products for you and your family, as well as special offers from partner companies. A diverse, inclusive, and global culture where DEIB is part of everything we do.