Customer Experience Continuous Improvement Manager

Henkel Mexicana; Estado de México; Híbrido; MXN 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Customer Experience Continuous Improvement Manager to lead initiatives that enhance customer satisfaction. In this pivotal role, you will collaborate with various departments to identify and implement improvements, utilizing data and feedback to drive strategies. Your expertise in customer service and continuous improvement methodologies will be crucial in shaping operational efficiencies and ensuring a seamless customer journey. Join a forward-thinking company that values diversity and offers flexible working arrangements, empowering you to make a significant impact while enjoying a supportive work environment.

Servicios

Flexible work scheme

Hybrid work model

Health and preventive care programs

Gender-neutral parental leave

Employee Share Plan

Savings fund

Formación

• 4-7 years of experience in Customer Service, Supply Chain, or Sales.
• Certification in Lean Six Sigma or similar methodology.

Responsabilidades

• Drive continuous improvement initiatives to enhance customer experience.
• Coordinate cross-functional teams to implement prioritized initiatives.

Conocimientos

Customer Service

Continuous Improvement

Stakeholder Engagement

Market Research

Data Analysis

KPI Development

Educación

Bachelor's degree in administration

Bachelor's degree in finance

Herramientas

SAP

Service Cloud

CRM systems

Descripción del empleo

Customer Experience Continuous Improvement Manager

Accountable for driving and executing continuous improvement initiatives within the area of responsibility to ensure an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you'll do

• Responsible for all dimensions of continuous improvement, adopting a customer-centric mindset within activities and interactions with stakeholders. Identify, manage, and monitor the implementation of continuous improvement initiatives, defining KPIs to monitor performance.
• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote understanding and commitment. Support the breakdown of CSX strategy in alignment with CSX Head (R)/CSX CoE Manager (R).
• Contribute to understanding customer expectations and needs.
• Support customer and market research by utilizing and/or performing customer and market research and analysis techniques on customer feedback.
• Utilize CRM system data, identify standard issues, and propose enhancements to senior management as appropriate.
• Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs versus SC capabilities.
• Coordinate cross-functional teams to align the implementation of initiatives on prioritized customer segments and experience design initiatives.
• Implement and deploy standardized initiatives, tools, and processes, identifying knowledge gaps, and providing proper guidance and training.
• Review existing operations, identify opportunities, and propose or implement innovation projects, processes, and cultural elements.
• Generate ideas and ensure the delivery of continuous improvement outcomes to enhance operational efficiencies, streamline workflows, and improve customer experience.
• Propose performance objectives (KPIs) and take actions to ensure achievement, using available systems and reports to improve performance.

What makes you a good fit

• Bachelor's degree in administration, finance, or a related field.
• Minimum of 4-7 years of experience in Customer Service, Supply Chain, or Sales.
• Certification in Lean Six Sigma or a similar methodology.
• Knowledge of SAP and Service Cloud is desirable.

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.
• Savings fund.

At Henkel, we value a diverse range of backgrounds, perspectives, and life experiences. We believe that the uniqueness of our employees is our strength. Join our team and bring your individuality! We welcome applications from all genders, origins, cultures, religions, sexual orientations, disabilities, and generations.

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