Head of Customer Experience Center of Excellence

HENKEL (MALAYSIA) SDN. BHD.; Selangor; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Flexible work scheme

Hybrid work model

Health and wellbeing programs

Employee share plan

Medical coverage

Dental, Health and Eye Screening

Discounts on company products

Job summary

Henkel (MALAYSIA) SDN. BHD. is seeking a Manager for Customer Service Experience Center of Excellence in Malaysia.

You will lead and develop the CSX team to meet service and performance targets while managing critical supply escalations and driving timely resolutions. Building strong relationships with customers and stakeholders is essential to success. You will monitor KPIs, dashboards, and CRM performance, lead DELCON/CAPA reviews, and drive customer-centric initiatives and continuous

Qualifications

• Bachelor's degree in Supply Chain, Business, Engineering, or related field.
• Experience in Customer Service, Customer Supply Chain, Order Management, Logistics, or Supply Chain Operations.
• Proven people management and stakeholder management experience.
• Strong problem-solving and escalation management skills.
• Comfortable working in a fast-paced, customer-facing environment.
• Experience with KPI management, CRM, SAP/ERP systems is an advantage.
• Lean Six Sigma or Continuous Improvement certification is a plus.
• Collaborate with Supply Chain, Planning, Logistics, and Customer Service teams.

Responsibilities

• Lead and develop the CSX team to achieve service and performance targets.
• Manage critical supply escalations and drive timely resolution.
• Build strong relationships with customers and key stakeholders.
• Monitor KPIs, dashboards, and CRM performance.
• Lead DELCON and CAPA review processes.
• Drive customer-centric initiatives and continuous improvement projects.

Skills

People management

Stakeholder management

Problem solving

Escalation management

Customer-facing

Education

Bachelor's degree in related field

Tools

CRM systems

SAP/ERP systems

Job description

Henkel (MALAYSIA) SDN. BHD. is seeking a Manager for Customer Service Experience Center of Excellence in Malaysia.

You will lead and develop the CSX team to meet service and performance targets while managing critical supply escalations and driving timely resolutions. Building strong relationships with customers and stakeholders is essential to success. You will monitor KPIs, dashboards, and CRM performance, lead DELCON/CAPA reviews, and drive customer-centric initiatives and continuous