What's the role?

At Hilti, we are on an exciting journey to transform the way we serve our customers around the world. As a Solution Manager, you will play a key role in shaping the future of Customer Care by turning customer insights into scalable business solutions. You will work at the intersection of customer experience, business processes, and digital transformation, partnering with global teams to design and implement new ways of working that make life easier for our customers and our people. This is a unique opportunity to influence a global transformation program, collaborate with international stakeholders, and create solutions that will be adopted across Hilti markets worldwide.

Who is Hilti?

Hilti is where innovation improves productivity, safety, and sustainability in the global construction industry. With over 34,000 team members across more than 120 countries, we build strong customer relationships through cutting-edge products, software, and services. But what truly sets us apart is our culture. We invest in our people, encourage ambitious career growth, and empower everyone to make a meaningful impact from day one.

What does the role involve?

In this role, you will:

• Turn customer journey insights and business needs into practical, scalable Customer Care solutions.
• Design and optimize global business processes and ways of working.
• Partner closely with Product Owners and agile teams to shape solution development and delivery.
• Act as the connector between customer journey teams, product teams, rollout managers, and regional organizations.
• Support the implementation of new Customer Care operating models and case management solutions.
• Drive adoption through training, communication, and change management initiatives.
• Contribute to testing, rollout activities, and hypercare support to ensure successful implementations across markets.
• Create high-quality documentation, training materials, and enablement assets that help teams succeed.

What do we offer?

A strategic role with global visibility and impact. The opportunity to shape the future of Customer Care at Hilti. Collaboration with international teams across multiple functions and regions. A culture built on trust, development, and continuous learning. Flexible working arrangements and a modern working environment. Diverse career opportunities within one of the world's most successful B2B organizations.

What are we looking for?

You are someone who enjoys connecting people, processes, and technology to create better customer experiences. You'll likely bring:

• 5+ years of experience in Customer Service or Customer Care.
• Experience leading teams, projects, or cross-functional initiatives.
• A strong customer-centric mindset and strategic thinking capability.
• Excellent stakeholder management and communication skills.
• Passion for process improvement, change management, and innovation.
• The ability to influence and build alignment across a global matrix organization.
• A proactive, solution-oriented approach and enthusiasm for driving transformation.
• Fluency in English, Italian as nice to have.

What’s In It for You

Be part of a global company recognized for innovation, sustainability, and people development. Take ownership of a newly created role with high visibility and strategic impact. Joining our team means becoming part of a merit-based organization committed to your professional growth.

Compensation and Employment Terms

Full-time permanent position based in Sesto San Giovanni (Milan), Italy. Classification under the Italian National Collective Labour Agreement (CCNL Commercio) Q liv. Annual gross salary plus target variable compensation, with a total annual remuneration of no less than €64.000. Meal vouchers worth €8 for each day worked. Company car with private use. Actual compensation will be determined based on objective criteria such as professional experience, technical skills, role responsibilities, and qualifications, in line with our principles of fairness, transparency, and equal pay.

Welfare and Benefits

We offer a comprehensive benefits package designed to support the wellbeing of our employees and their families, including:

• Smart working up to 50% of the time.
• Corporate welfare program.
• Hilti supplementary health insurance, in addition to the industry health fund.
• Dedicated insurance coverage (life, occupational and non-occupational accident insurance, long-term care, and legal protection for civil road traffic).
• Access to wellbeing and personal wellness platforms.
• Corporate discounts and exclusive employee offers.

Learning and Development

We believe in investing in our people through continuous learning, professional development, and internal career opportunities within an international and inclusive environment.