ヘンケルは、創業以来約150年以上にわたって築き上げてきた確固たる経験に基づき、毎日の生活を見つめ直し、より快適で豊かなものにするべく取り組んでいます。現在、そして未来の世代のために、革新的でサステナブルなブランドとテクノロジーを通じて、世界中のチームとともに邁進しています。ヘンケルは、インダストリアル事業およびコンシューマー向け事業で業界リーダーとしての地位を確立しています。当社の取扱製品には、一般的なヘアケア製品、洗濯用洗剤、柔軟剤といったものから、接着剤、シーリング剤、機能性コーティング剤などがあります。
Customer Service Experience PMO Europe Manager
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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.
What you´ll do
- 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 (ServiceCloud/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.
What makes you a good fit
- Communication for Impact, Stakeholder Management, Manage Complexity, Process Optimization
- Planning and Organizing, Project Management, Analyze Alternatives and Recommend Solutions, Customer System Operation,
- 3 years of experience in Customer Service or related role Area of specialization
- Project Management Experience / Management Consulting Prev.
- Experience Cloud based solutions (i.e. Service Cloud) / ERP systems (i.e. 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
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
- 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.
JOB ID: 26092384
Job Locations: United Kingdom, England, Hemel Hempstead
Contact information for application-related questions: RecruitmentUKIE@henkel.com
Please do not use this email address for sending your application or CV. To apply, please click on the "Apply for this role" button below. Applications sent via e-mail will not be accepted.
Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application
Job-Center: If you have an application already, you can create or log in to your account here to check the status of your application. In case of new account creation, please use your email address that you applied with.
Henkel について
FAQ
複数の職種に関心があります。同時に複数の職種に応募できますか？
はい。当社のオンライン応募システムにご自分のプロフィールを入力するだけです。オンラインプロフィールが完成したら、複数の職種に応募することができます。
求人情報は英語で書かれています – 応募も英語にすべきですか？
はい、英語でご応募ください。ヘンケルはグローバル企業であるため、世界中の同僚と働くことになります。また、当社では、英語が公用語です。一般的に、求人広告と同じ言語で応募書類を書くことが原則です。
応募した後、応募の進捗について連絡がありますか？
ヘンケルで募集している職種に同じものはありません。したがって、適切な候補者を見つけることは、雇用される応募者のみでなくヘンケルにとっても重要です。候補者と当社の双方がお互いに適していることを確認したいと考えています。進捗状況は随時応募者にお知らせします。
登録に関する質問がある場合、どちらに連絡すればよいですか？
テクニカルな質問やオンライン応募プロセスに関する質問は、こちらをクリックしてください 。