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- Tasks: Lead strategic Customer Service Experience projects and optimise processes across Europe.
- Company: Join Henkel, a diverse and innovative global leader in consumer goods.
- Benefits: Enjoy flexible work hours, hybrid model, and generous annual leave.
- Other info: Diverse growth opportunities and a supportive, inclusive workplace culture.
- Why this job: Make a real impact on customer experience while growing your career.
- Qualifications: 3 years in Customer Service or related role with project management experience.
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.
- Area of specialization: Project Management Experience / Management Consulting.
- Previous 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.
Customer Service Experience PMO in England employer: Henkel
Contact Detail:
Henkel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Experience PMO in England
✨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 diving deep into Henkel's values and recent projects. Show us how your experience aligns with their goals, especially around customer service optimisation and CRM systems. Tailor your examples to highlight your project management skills!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in our minds and shows your commitment.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and genuinely interested in joining the Henkel team. Let’s make it happen!
We think you need these skills to ace Customer Service Experience PMO in England
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 to reflect your ability to convey complex ideas effectively.
Highlight Your Technical Know-How: Mention any experience you have with CRM systems like Service Cloud or ERP systems like SAP. We’re keen on candidates who can hit the ground running, so let us know how you’ve used these tools to enhance customer experiences.
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Henkel
✨Know Your Customer Service Inside Out
Make sure you understand the key customer service processes and initiatives mentioned in the job description. Be ready to discuss how you've optimised or harmonised these processes in your previous roles, and think of specific examples that showcase your expertise.
✨Showcase Your Project Management Skills
Prepare to talk about your project management experience, especially with CRM systems like Service Cloud or SAP. Have a couple of success stories up your sleeve where you led projects that improved customer experience or streamlined operations.
✨Engage with Stakeholders
Since stakeholder management is crucial for this role, think about how you've successfully engaged with different teams in the past. Be ready to share examples of how you coordinated actions and ensured alignment across functions to achieve common goals.
✨Analyse and Adapt
Demonstrate your analytical skills by discussing how you've used customer insights to shape strategies in previous roles. Prepare to explain how you’ve turned feedback into actionable plans that enhanced customer satisfaction and retention.