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Netherlands, Amsterdam, Adhesive Technologies

Performance Manager Customer Service Transformation

HENKEL IS FOR THOSE WHO STEP UP. DO YOU?


At Henkel, you can make a difference and craft your career. That’s why you own your projects and take full responsibility from an early stage. Our unique brands in markets around the world open up countless opportunities to follow your convictions and explore new paths. If you have an entrepreneurial mindset that allows you to always think out of the box - take the chance and shape the digital future together with us.


YOUR ROLE

  • Be part of the world’s largest adhesives producer with a unique portfolio of breakthrough innovations, tailor-made solutions and strong brands in adhesives, sealants and functional coatings
  • Make an impact in our journey to excellence in Global Customer Service by shaping our Henkel Adhesives Customer Service to a Customer centric and data-driven organization
  • Understand customer requirements and needs, to digitally and effectively transform our customer service offerings with the goal to tailor our processes, technologies and capabilities to a superior customer experience model at highest efficiency.
  • Own and drive the specification of functionalities and use cases for a new Global CS Service Cloud development, and the translation into an appropriate digital tool, thereby closely collaborating with the digital technology department
  • Own and drive the definition of functionalities and use-cases for the setup and roll-out of a new Global Contact Center Management Technology, thereby closely collaborating with the digital technology department
  • Own and drive the definition of functionalities and use-cases for the setup and roll-out of a new Global Contact Center Management Technology, thereby closely collaborating with the digital technology managementCoordinate itsadoption in E2E integration with Marketing & the new Marketing Cloud development, working together with the Global Marketing organization in various pilot projects.
  • Excellent Agile Program lead and supervisor, also enabling timely decision making by senior stakeholders
  • Drive and coordinate the Global roll-out of Service Cloud and Contact Center management in collaboration with the regional CS organizations, connecting central and regional workstreams, capturing inter-dependencies, identifying and mitigating project risks
  • Manage and coordinate the respective project plans, incl. stakeholder alignment, key milestones/deliverables, timelines and budgets to ensure project progress and completion within given time frames.
  • Work with external partners in order to facilitate collaboration with internal Henkel resources, ensure smooth project progress/completion.

YOUR SKILLS

  • Master’s degree in Business, Supply Chain Management, Marketing, or Information Technology
  • Minimum 5 years of proven Project/Program Management experience, ideally within large companies
  • In depth professional knowledge of CS processes, tools and operational level to connect the dots between strategy and operationalization
  • Great project management and team management skills
  • Good presentation and relationship skills, in order to drive large transformational projects
  • International background, able to manage multiple stakeholders in different countries and contexts
  • Very good business acumen, results driven person, self-motivating and hands-on approach
  • Creative problem-solving skills and great attention to details
  • Fluent business-level English
JOB ID: 20009121
Contract & Job type: Full Time, Regular
Contact information for application-related questions: recruitment.benelux@henkel.com
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