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- Tasks: Lead strategic projects to enhance customer service across Europe and optimise processes.
- Company: Join Henkel, a diverse and innovative company with a global presence.
- Benefits: Enjoy flexible work hours, hybrid model, competitive salary, and wellness programmes.
- Other info: Embrace a culture of diversity and growth opportunities in a dynamic environment.
- Why this job: Make a real impact on customer experience while developing your project management skills.
- Qualifications: 3 years in customer service or related roles, with strong project management skills.
The predicted salary is between 50000 - 60000 £ per year.
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
- Project Management Experience / Management Consulting
- 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.
Customer Service Experience PMO employer: Henkel group
Contact Detail:
Henkel group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Experience PMO
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Henkel or similar companies. A friendly chat can open doors and give you insights that might just help you land that Customer Service Experience PMO role.
✨Tip Number 2
Prepare for interviews by practising common questions related to project management and customer service. Think about how your past experiences align with the job description and be ready to share specific examples that showcase your skills.
✨Tip Number 3
Showcase your knowledge of CRM systems like Salesforce and SAP during conversations. Being able to discuss how you've used these tools to enhance customer relationships will definitely set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Henkel team and contributing to their customer service initiatives.
We think you need these skills to ace Customer Service Experience PMO
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and project management. We want to see how your skills align with the role, so don’t be shy about showcasing relevant achievements!
Showcase Your Communication Skills: Since this role involves a lot of stakeholder engagement, it’s crucial to demonstrate your communication prowess. Use clear and concise language in your application, and consider including examples of how you've effectively communicated in past roles.
Highlight Your Analytical Abilities: We’re looking for someone who can analyse customer insights and market feedback. Make sure to mention any experience you have with data analysis or using CRM systems like Salesforce, as this will really set you apart from other candidates.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Henkel group
✨Know Your Customer Service Inside Out
Make sure you brush up on customer service principles and best practices. Understand how to optimise and harmonise processes, as this role is all about enhancing the customer experience. Be ready to discuss specific examples of how you've improved customer service in previous roles.
✨Familiarise Yourself with CRM Systems
Since you'll be managing CRM initiatives, it's crucial to have a solid understanding of Service Cloud and Salesforce. If you’ve worked with these systems before, prepare to share your experiences and any challenges you overcame while using them.
✨Prepare for Stakeholder Engagement Questions
This position requires strong stakeholder management skills. Think of times when you've successfully coordinated actions or events with various stakeholders. Be ready to explain how you ensured alignment and motivated teams towards common goals.
✨Showcase Your Analytical Skills
You'll need to analyse customer feedback and market insights, so be prepared to discuss your analytical approach. Bring examples of how your analysis has shaped strategies or led to successful project outcomes in the past.