Customer Experience Team Lead — Hybrid & Flexible Hours

Henkel; Boulogne-Billancourt; Hybride; EUR 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Flexible work scheme with hybrid model

Global growth opportunities

Wellbeing programs

Gender-neutral parental leave

Résumé du poste

Henkel Adhesive Technologies is seeking a CSX Team Lead to deliver an outstanding Customer Service Experience by leading a team responsible for the end-to-end customer journey. You will collaborate with CSX, Center of Excellence, GBS+, and Supply Chain to align priorities and drive continuous improvement.

The role emphasizes managing customer interactions, implementing differentiating CX initiatives, and leveraging dashboards to boost CSAT and performance.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 3–6 years of experience in customer-facing operations, with at least 2 years in a management role.
• Fluent in English and French; strong collaboration and analytical skills.

Responsabilités

• Accountable for customer-facing activities and experience, leading a team as SPOC for customers.
• Lead OTC (order to cash) and Customer-Service-Management activities, focusing on customer interactions.
• Support Voice of Customer with customer and market analysis on feedback.
• Build customer relationships, collect feedback, and identify CSAT improvement opportunities.
• Monitor CRM usage, resolve issues, and escalate as needed to senior management.
• Act as first-line supervisor handling complex and valuable queries.

Connaissances

Customer service

Team leadership

CRM systems

Bilingual English/French

Formation

Bachelor's degree in Business Administration

Outils

Service Cloud

SAP

Description du poste

Henkel Adhesive Technologies is seeking a CSX Team Lead to deliver an outstanding Customer Service Experience by leading a team responsible for the end-to-end customer journey. You will collaborate with CSX, Center of Excellence, GBS+, and Supply Chain to align priorities and drive continuous improvement.

The role emphasizes managing customer interactions, implementing differentiating CX initiatives, and leveraging dashboards to boost CSAT and performance.