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For Companies At a Glance
- Tasks: Lead strategic customer service 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 competitive perks.
- Why this job: Make a real impact on customer experience while growing your career.
- Qualifications: 3 years in customer service or project management; CRM and ERP experience preferred.
- Other info: Embrace a culture of diversity and inclusion with global growth opportunities.
The predicted salary is between 43200 - 72000 £ 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 Europe Manager in Hemel Hempstead employer: Henkel
Contact Detail:
Henkel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Experience PMO Europe Manager in Hemel Hempstead
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Henkel or similar companies. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and project management. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively!
✨Tip Number 3
Showcase your skills with real examples! When discussing your experience, highlight specific projects where you optimised processes or improved customer experiences. This will make you stand out as a candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Service Experience PMO Europe Manager in Hemel Hempstead
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 of Customer Service Experience PMO Europe Manager, so don’t hold back!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to optimise processes and enhance customer experiences. Use metrics where possible to show the impact of your work – numbers speak volumes!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your key points stand out. This will help us quickly understand your fit for the role.
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 position. Plus, it’s super easy!
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 similar processes in your previous roles. This shows that you’re not just familiar with the concepts but can also apply them effectively.
✨Showcase Your Project Management Skills
Prepare examples of past projects where you led cross-functional teams or managed complex stakeholder engagements. Highlight your experience with CRM systems like Salesforce and SAP, as well as any project management methodologies you’ve used. This will demonstrate your capability to drive strategic initiatives.
✨Analyse and Present Customer Insights
Be prepared to discuss how you’ve used customer feedback to shape strategies in the past. Bring specific examples of how you’ve turned insights into actionable plans that improved customer experience. This aligns perfectly with the role’s focus on the Voice of the Customer.
✨Align with Company Values
Familiarise yourself with Henkel's corporate standards and values, especially around sustainability and employee wellbeing. During the interview, express how your personal values align with theirs. This will show that you’re not just a fit for the role, but also for the company culture.