Global Voice of Customer Manager (d/f/m)

Henkel AG & Co. KGaA; Düsseldorf; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work scheme

Hybrid work model

Growth opportunities

Global wellbeing standards

Parental leave

Employee Share Plan

Pension Plan

Health InsuranceCareFlex

Mobility: My Henkel Bike

Jobticket

Job summary

Henkel AG & Co. KGaA is seeking a Global Voice of Customer Manager to lead and evolve its global VoC capability. You will transform customer feedback into insights and shape global standards, enabling CX improvements across regions and functions.

You will drive the collection, analysis, and interpretation of customer data, translating insights into actionable recommendations for senior leadership and cross-functional teams.

Qualifications

• University degree in Business Administration, Marketing, Customer Experience, Data Analytics, Statistics, Economics, or a related field.
• Minimum 5 years of experience in VoC, CX, Customer Insights, or Customer Analytics in a global B2B environment.
• Proven experience designing and managing VoC programs and customer feedback frameworks.
• Strong ability to translate customer feedback and data into actionable insights for stakeholders.

Responsibilities

• Lead and continuously develop Henkel Adhesives' global Voice of Customer program and governance framework.
• Define and implement VoC standards, processes, and best practices across regions and BUs.
• Drive collection, analysis, and interpretation of customer feedback across the end-to-end journey.
• Translate insights into actionable recommendations to improve customer experience and business performance.
• Partner with Marketing, Sales, Customer Service, Digital, and Data & Analytics teams to embed VoC into decision-making.
• Own the VoC technology roadmap and collaborate with platform owners to enhance capabilities.
• Define and monitor CX KPIs, reporting frameworks, and executive dashboards.
• Drive adoption of VoC capabilities and customer-centric ways of working globally.

Skills

VoC

CX

Customer insights

Data analytics

Stakeholder mgmt

English fluency

German helpful

Education

Bachelor's degree in Business/Marketing/related field

Job description

About this Position

We are looking for a Global Voice of Customer Manager to lead and continuously evolve Henkel Adhesives' global Voice of Customer capability. In this role, you will drive customer‑centric decision‑making by transforming customer feedback into actionable insights, shaping global standards, and enabling customer experience improvements across functions, business units, and regions.

What you´ll do

• Lead and continuously develop Henkel Adhesives' global Voice of Customer program and governance framework
• Define and implement Voice of Customer standards, processes, and best practices across regions and business units
• Drive the collection, analysis, and interpretation of customer feedback across the end‑to‑end customer journey
• Translate customer insights into actionable recommendations that improve customer experience and business performance
• Partner with Marketing, Sales, Customer Service, Digital, and Data & Analytics teams to embed the Voice of the Customer into decision‑making
• Own the Voice of Customer technology roadmap and collaborate with platform owners to enhance capabilities and integrations
• Define and monitor customer experience KPIs, reporting frameworks, and executive dashboards
• Drive adoption of Voice of Customer capabilities and customer‑centric ways of working across the global organization

What makes you a good fit

• University degree in Business Administration, Marketing, Customer Experience, Data Analytics, Statistics, Economics, or a related field
• Minimum 5 years of experience in Voice of Customer (VoC), Customer Experience (CX), Customer Insights, or Customer Analytics in a global B2B environment
• Proven experience designing and managing Voice of Customer programs, customer feedback frameworks, and customer experience measurement
• Experience translating customer feedback and business data into actionable insights and recommendations for stakeholders
• Strong stakeholder management skills with the ability to influence cross‑functional and senior leadership teams in a global matrix organization
• Fluent English skills, very good German skills are beneficial

This position is available in Duesseldorf and Utrecht (NL).

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Global wellbeing standards with health and preventive care programs
• Gender‑neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• Company Pension Plan 100% financed by Henkel
• MEGA Preventive Health InsuranceCareFlex Supplementary Care Insurance
• Mobility offer: My Henkel Bike and Jobticket

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us!

We welcome all applications across different genders, origins, cultures, religions, sexual orientations, generations and disabilities.

If there are any specific accommodations or adjustments you require for the interview process or your on‑site appointment, please inform us, and we'll do our best to accommodate your requests.

Note: The email address you provide during the application process may also be used in later stages (e.g. for contract execution via digital tools). Please ensure that only you have access to this mailbox and that you can securely receive confidential information through it.