Head of Customer Service Experience Central Region (d/f/m)

At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 47.000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.

Dare to make an impact?

• Accountable for customer facing activities / customer experience for Henkel Adhesive Technologies Germany, Austria and Switzerland
• Break down CSX (Customer Service Experience) strategy in alignment with regional Head of CSX and drive execution for a multi-stream initiative
• Close collaboration with internal partners/functions mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities
• Define improvement projects, implement organizational changes, processes, projects, pilots and ensure their realization – act as facilitator for roll out of regional identified best practices 
• Manage budget plans and report on performance; set appropriate performance objectives for direct reports; take appropriate corrective actions where needed
• Recruit, manage and develop the team with focus on development of capabilities, know-how transfer, disciplinary topics, appraisals, management of holidays/absences
• Plan own and team’s activities to ensure business continuity, enhance efficiencies and improve customer satisfaction
• Comply with Henkel Corporate Standards, Global SHE (Safety, Health, Environmental) and Sustainability requirements

• Master’s degree in business administration, economics or similar or 5-8 years of experience within customer service, supply chain and/or sales 
• Significant experience in people/leadership management, customer-facing roles (i.e. customer service, sales) and cloud-based solutions (e.g., Service Cloud)
• Proven track record in managing global/regional projects and expertise in costing, budgeting, financial planning and ERP systems (e.g., SAP)
• Solid strategic thinking, planning, and organizing skills, with the ability to drive a vision and organizational change
• Exceptional communication skills in German & Englisch, with the ability to influence and drive change

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.