Germany, Düsseldorf, Adhesive Technologies

Global Senior Manager Voice of Customer (d/f/m)


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.


  • Join 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 become an agile, customer-centric, cross-functional and data-driven organization by shaping your part of our B2B Henkel Adhesives Digital Transformation
  • Deeply understand the Customer and ensure that the Voice of the Customer is incorporated across the whole Customer Journey through direct, indirect and inferred customer feedback
  • Help grow the Henkel business by including the Voice of the Customer across the whole Customer Journey to steer any cross-functional Customer Experience improvement, across Marketing, Sales and Service functions for all our B2B businesses and Regions
  • Shape, implement and continuously optimize the Voice of the Customer capability across all axes (Customer & Business, Organization & Way-of-Working, Technology & Data)
  • Collaborate cross-functionally with all other Global Capability Owners (like Content, Marketing & Lead Automation, e-Commerce, Customer Service, Sales CRM) to build and shape the new Voice of Customer Capability: priorities, roadmap, blueprint, KPI framework and best-practices across the end-to-end customer journey
  • Align agile platforms improvements and strategic roadmap for Voice of the Customer functionality, in close alignment with all Business Product Owners (AEM, DAM, Portals, Marketing Cloud, Service Cloud, etc.) and Henkel DX (Technology) experts
  • Set the stage to deliver amazing E2E Digital Customer Experience across all Henkel’s channels, by listening to customer needs and other Voice of the Customer insights as input to spark new ideas and Customer Experience improvements, working across all Strategic Business Units, Regions and Functions to maximize engagement and drive conversion and business growth
  • Drive full adoption of the Voice of the Customer capability and standards across all Strategic Business Units, Markets and Functions


  • Bachelor's or master's degrees in Marketing, Communication, Business Administration and/or Economics with a strong focus on customer-centricity
  • At least 10 years of experience in working with Digital and Customer Experience in a large corporation (ideally in the industrial or manufacturing sector) with strong data-driven background
  • Expertise and proven success in developing and deploying Voice of the Customer strategy, Customer Journey mapping and improvements cross-functions
  • Strong experience with agile, data-driven decision making and working in cross-functional teams
  • In-depth understanding of user experience (UX), customer feedback, Voice of the Customer technologies and continuous improvement cycles
  • Solid experience with Customer Market Research is a very nice to have
  • Excellent persuasive communication, strategic skills, presentation and relationship skills, in order to drive large transformational projects at a Global Scale and influence Executive stakeholders
  • Lead and manage multiple projects at once, empowering the teams to execute the strategy
  • International background, able to manage multiple stakeholders in different countries and contexts
  • Coach and advocate for an agile, data-driven and fully cross-functional way of working
  • Show entrepreneurial spirit and have a mindset to get things done
  • Creative problem-solving skills and great attention to details
  • Highly proficient in both spoken and written English, German language skills are beneficial 
JOB ID: 21014332
Contract & Job type: Full Time, Regular
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