Head of Customer Service Experience

About this Position

This role focuses on delivering an industry-benchmark customer experience for target customers while ensuring the right balance between service quality, cost efficiency, and operational performance. You will act as the main contact for key stakeholders, drive customer journey–aligned service plans, enhance efficiency through digital integration, and support team development to ensure a cohesive and high-performing operation within the country cluster.

What you´ll do

• Define and Deliver Industry benchmark customer experience for Target customers
• Primary Supply Chain contact point for country SBU, Local AO manufacturing, regional and global SC teams and country Corporate Functions
• Accountability of Country Cluster Supply Chain Team members as the senior most person in country cluster
• Accountable for Country/ Cluster SC metrics ensuring balance between service, cash and cost metrics
• Increased Service Value for Target Customers and reduce cost of serving Transactional Customer while staying ahead of competitors
• To understand Customer Journey Plan in collaboration with sales team and ensure Service Plan remains valuable throughout the customer journey
• Ensure minimal need of manual intervention for Transactional Customers
• Ensure integration of Henkel’s Supply Chain Interfaces, dashboards and KPI tracking tools with that of Target Customers
• Bring together and support local SC regional teams when needed as a senior SC leader in Country/ Cluster
• Support Talent Development and Hiring in Country Supply Chain teams
Ensure a cohesive Supply Chain Operation within country/ cluster guiding and mentoring country Supply Chain team

What makes you a good fit

• Bachelor’s degree preferably in Engineering
• Minimum of 15 years of experience in Supply Chain and Planning
• Team management
• Must have fluently English in verbal and communication
• Strong analytical problem-solving skills,
• Experience with management and creation of work teams
• Experience in shaping SC / Customer Experience
• Customer requirement understanding and translation to business requirements
• Experience with SAP and Business Intelligence

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

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 look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.