About this Position Lead and drive strategic Customer Service Experience projects across Europe, ensuring alignment with regional and global priorities. As the PMO lead, you will optimize and harmonize customer service processes, manage CRM (Service Cloud/Salesforce) and SAP-related initiatives, and turn customer insights into impactful action. Working cross-functionally, you will steer performance, governance and delivery to elevate the end-to-end customer experience.
Responsibilities
* Own regional customer service processes, acting as the expert and driving optimization, harmonization, and key Customer Service Experience initiatives.
* Support stakeholder engagement by coordinating actions, meetings, events, and materials to ensure strong alignment.
* Analyse customer and market feedback to support the Voice of the Customer.
* Help implement and improve CRM (Service Cloud/Salesforce) systems to enhance customer relationship management.
* Analyse customer segment needs and provide insights that shape Customer Service Experience strategy.
* Support customer experience operations by identifying and enabling projects that drive acquisition and retention.
* Communicate the local action plan, link it to CSX strategy, and motivate teams toward goals.
* Design and implement customer experience initiatives, maintain compliant process documentation, and oversee process documentation support.
* Collaborate across functions to align priorities, meet customer needs, and ensure delivery of commitments.
* Drive ongoing process improvements, coordinate regional initiatives with key stakeholders and support business and SAP process changes.
* Set objectives, track performance using KPIs, and take corrective actions to ensure team and project success.
* Plan activities to maintain business continuity, improve efficiency, and align priorities in team meetings.
* Adhere to Henkel Corporate Standards, SHE, and Sustainability requirements.
* Communication for Impact, Stakeholder Management, Manage Complexity, Process Optimization.
* Planning and Organizing, Project Management, Analyze Alternatives and Recommend Solutions, Customer System Operation.
Qualifications
* 3 years of experience in Customer Service or related role.
* Project Management Experience / Management Consulting experience.
* Experience with cloud-based solutions (e.g., Service Cloud) / ERP systems (e.g., SAP) / IT applications.
* Supply Chain understanding Global / Regional Exposure.
* English language required, additional languages beneficial.
* Planning & organizing costing & budgeting financial modelling.
* Health, safety & environment data collection and analysis.
* Project management / project portfolio management.
* Customer focus understanding alternatives organization design & development.
* Problem solving lean manufacturing business acumen.
Benefits
* 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.
* Performance bonus / incentives.
* Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary.
* Annual Leave: 27 days plus 8 Bank Holidays.
* Celebration vouchers.
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, disabilities, and generations.
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