Customer Excellence Analyst

Henkel; Mississauga; On-site; CAD 60,000 - 90,000; Full time

Job summary

A leading consumer brands company is looking for a Customer Data Analyst in Mississauga, Canada. This pivotal role will be responsible for analyzing customer data, identifying trends, and enhancing customer experience while managing key operational processes. The candidate should have strong data analysis skills and be capable of leading cross-functional projects, ensuring the delivery of exceptional customer service.

Qualifications

• Experience in data analysis and generating actionable insights.
• Strong background in customer relationship management.
• Ability to manage multiple projects and collaborate with various teams.

Responsibilities

• Analyze customer data and identify trends to enhance customer experiences.
• Oversee Order-to-Cash support activities and ensure exceptional service delivery.
• Lead initiatives for customer-focused projects and process improvements.

Skills

Data Analysis

Customer Service

Collaboration

Project Management

Job description

At Henkel, you’ll be part of an organization that’s shaping the future through innovation, sustainability and collaboration. With our trusted brands like Persil, ‘all, Loctite, Snuggle, and Schwarzkopf and our cutting-edge technologies, you’ll have countless opportunities to explore new paths and grow.

This position is with our Consumer Brands business unit – where we empower our employees to bring the best Laundry & Home Care and Hair products to people around the world.

Dare to learn new skills, advance in your career and make an impact at Henkel.

What you´ll do

• This pivotal role involves analyzing customer data, identifying actionable trends, and devising strategies to enhance customer experiences, streamline operational processes, and support business growth objectives.
• Oversee all Order-to-Cash (OTC) support activities for key customers, ensuring exceptional customer service delivery.
• Drive customer partnerships by advancing Collaborative Planning, Forecasting, and Replenishment (CPFR) to the highest standards.
• Manage customer orders, generate actionable reports, and collaborate with stakeholders to enhance forecast accuracy and delivery performance.
• Conduct in-depth analysis of customer data and trends to identify opportunities for improving customer experience and operational efficiency.
• Develop and maintain comprehensive reports, dashboards, and KPIs (e.g., OTIF, OTD, Service Level) to monitor customer satisfaction and operational performance.
• Partner with Sales, Marketing, Education, and New Product Innovation teams to design and implement customer-focused initiatives, such as loyalty programs, customer segmentation, and personalized marketing strategies.
• Identify and implement process improvement opportunities within OTC operations through data-driven insights and analysis.
• Serve as the subject matter expert for automation and efficiency initiatives, supporting training and upskilling efforts for the Customer Service Team.
• Participate in key forums and meetings, including SME and S&OP sessions, to present findings, recommendations, and progress updates to stakeholders.
• Lead cross-functional projects related to customer service excellence, as assigned.
• Provide backup support for team members during absences to ensure seamless operations.