Head of Customer Service Experience Central Europe (d/f/m)

Henkel; Düsseldorf; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading adhesive technologies company in Düsseldorf seeks a Customer Experience Manager to oversee customer-facing activities and strategic initiatives. The candidate should have a Master's degree or substantial experience in customer service and management. This role offers a flexible work scheme, growth opportunities, and a supportive work environment.

Leistungen

Flexible work scheme

Diverse growth opportunities

Global wellbeing standards

Employee Share Plan

Company Pension Plan

Preventive Health Insurance

Mobility offer

Qualifikationen

• 5-8 years of experience in customer service, supply chain or sales.
• Experience in managing global/regional projects.
• Ability to influence and drive change.

Aufgaben

• Accountable for customer facing activities and experience for Henkel Adhesive Technologies.
• Define and implement improvement projects for best practices.
• Manage budget plans and report on performance.

Kenntnisse

Leadership management

Customer service

Financial planning

Strategic thinking

Communication in German & English

Ausbildung

Master's degree in business administration or related field

Tools

SAP

Service Cloud

Jobbeschreibung

About This Position

What you´ll do

• Accountable for customer facing activities / customer experience for Henkel Adhesive Technologies Germany, Austria and Switzerland
• Break down CSX (Customer Service Experience) strategy in alignment with regional Head of CSX and drive execution for a multi-stream initiative
• Close collaboration with internal partners/functions mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities
• Define improvement projects, implement organizational changes, processes, projects, pilots and ensure their realization – act as facilitator for roll out of regional identified best practices
• Manage budget plans and report on performance; set appropriate performance objectives for direct reports; take appropriate corrective actions where needed
• Recruit, manage and develop the team with focus on development of capabilities, know-how transfer, disciplinary topics, appraisals, management of holidays/absences
• Plan own and team’s activities to ensure business continuity, enhance efficiencies and improve customer satisfaction
• Comply with Henkel Corporate Standards, Global SHE (Safety, Health, Environmental) and Sustainability requirements

What makes you a good fit

• Master’s degree in business administration, economics or similar or 5-8 years of experience within customer service, supply chain and/or sales
• Significant experience in people/leadership management, customer-facing roles (i.e. customer service, sales) and cloud-based solutions (e.g., Service Cloud)
• Proven track record in managing global/regional projects and expertise in costing, budgeting, financial planning and ERP systems (e.g., SAP)
• Solid strategic thinking, planning, and organizing skills, with the ability to drive a vision and organizational change
• Exceptional communication skills in German & Englisch, with the ability to influence and drive change

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 Insurance
• CareFlex 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.