Customer Experience Continuous Improvement Manager

Henkel; México; Híbrido; MXN 40,000 - 80,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated professional to lead continuous improvement initiatives aimed at enhancing customer experience. This role involves collaborating with various departments to align priorities, manage stakeholder engagement, and implement strategies that drive operational efficiencies. Ideal candidates will possess a strong background in customer service or supply chain, alongside relevant certifications like Lean Six Sigma. Join a dynamic team that values diverse perspectives and offers flexible work arrangements, ensuring you can thrive both personally and professionally.

Servicios

Flexible work scheme with flexible hours

Hybrid work model

Work-from-anywhere policy

Globally recognized wellbeing standards

Gender-neutral parental leave

Employee Share Plan

Flexible Benefits

Meal vouchers

Savings fund

Formación

• 4-7 years of experience in Customer Service, Supply Chain, or Sales.
• Proficient in English and knowledge of Lean Six Sigma.

Responsabilidades

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

Conocimientos

Customer Service

Continuous Improvement

Stakeholder Engagement

Market Analysis

KPI Definition

Lean Six Sigma

Proficient in English

Educación

Bachelor’s degree in administration

Bachelor’s degree in finance

Certification in Lean Six Sigma

Herramientas

SAP

Service Cloud

Descripción del empleo

About this Position

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

What You’ll Do

1. 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.
2. Assist with stakeholder engagement by organizing actions, meetings, events, and supporting materials to promote understanding and commitment. Support the breakdown of CSX strategy in alignment with the CSX Head (R) and CSX CoE Manager (R).
3. Contribute to understanding customer expectations and needs.
4. Support customer and market research by utilizing and/or performing customer and market analysis techniques on customer feedback.
5. Utilize CRM system data to identify common issues and propose enhancements to senior management as appropriate.
6. Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs versus SC capabilities.
7. Coordinate cross-functional teams to align the implementation of initiatives on prioritized customer segments and experience design initiatives.
8. Implement and deploy standardized initiatives, tools, and processes, identifying knowledge gaps and providing proper guidance and training.
9. Review existing operations, identify opportunities, and propose or implement innovation projects, processes, and cultural elements.
10. Generate ideas and ensure the delivery of continuous improvement outcomes to enhance operational efficiencies, streamline workflows, and improve customer experience.
11. Propose performance objectives (KPIs) and take actions to ensure their achievement, using available systems and reports to improve performance.

What makes you a good fit

1. Bachelor’s degree in administration, finance, or a related field.
2. 4-7 years of experience in Customer Service, Supply Chain, or Sales.
3. Proficient in English.
4. Certification in Lean Six Sigma or a similar methodology.
5. 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.
• Globally recognized 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.
• Flexible Benefits.
• Meal vouchers.
• Savings fund.

At Henkel, we embrace a broad range of backgrounds, perspectives, and life experiences. We believe 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.