Con un sólido legado de cerca de 150 años, lideramos el camino para reimaginar y mejorar la vida todos los días. En la actualidad y para las generaciones del futuro. A través de nuestras marcas y tecnologías innovadoras y sostenibles, y gracias a nuestros equipos internacionales. Henkel ocupa posiciones de liderazgo tanto en negocios industriales como de consumo: nuestra cartera incluye productos para el cuidado del cabello, detergentes para ropa, suavizantes, así como adhesivos, selladores y recubrimientos funcionales.
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.
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