Building on a strong legacy of almost 150 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world.
Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well-known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings.
Customer Experience Continuous Improvement Manager
Apply for this role
Customer Experience Continuous Improvement Manager
Apply for this role
About this Position
Accountable for driving and executing continuous improvement initiatives within area of responsibility to ensure
an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and
aligning priorities to meet customer expectations and needs.
What you´ll do
- Responsible for all dimensions of continuous improvement, adopt customer centric mindset within activities & interactions with stakeholders Identify, manage & monitor implementation of Continuous Improvement initiatives, defining KPI's to monitor performance
- Assist with stakeholder engagement by arranging actions, meetings, events, supporting materials to promote understanding and commitment Support breakdown of CSX strategy in alignment with CSX Head (R)/CSX CoE Manager (R);
- Contribute to understanding customer's expectations/needs
- Support customer & market research by utilizing and/or performing customer and market research and analysis techniques on customer feedback
- Utilize CRM system's data, identifying standard issues and proposing enhancements to senior manager as appropriate
- Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities
- Coordinate cross-functional teams to align implementation of initiatives on prioritized customer segments & experience design initiatives
- Implement/deploy standardized initiatives/tools/processes, identifying knowledge gaps, providing proper guidance & training
- Review existing operations, identify opportunities and propose/implement innovation projects, processes, cultural elements
- Generate ideas, ensure delivery of cont. improv. outcomes to enhance operational efficiencies, streamline workflows and improve experience
- Propose performance objectives (KPI) & take actions to ensure achievement of these, using available systems & reports to improve performance.
What makes you a good fit
- Bachelor degree in admnistration, finance or similar.
- Minimal work experience required in years: 4-7 years of experience in Customer Service / Supply Chain / Sales.
- Proficient in English
- Certification in Lean Six Sigma or a similar methodology
- Knowledge in SAP and Service Cloud desirable.
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
- Globally 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
- Flexible Benefits
- Meal vouchers
- Savings fund
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.
JOB ID: 25079536
Job Locations: Mexico, Estado De México, Huixquilucan
Contact information for application-related questions: Recruitment.LATAM@henkel.com
Please do not use this email address for sending your application or CV. To apply, please click on the "Apply for this role" button below. Applications sent via e-mail will not be accepted.
Application Deadline: As long as the vacancy is listed on our Career Site, we are happy to receive your application
Job-Center: If you have an application already, you can create or log in to your account here to check the status of your application. In case of new account creation, please use your email address that you applied with.
About Henkel
FAQ
I am interested in several jobs. Can I apply for multiple positions at the same time?
Yes – simply fill out your profile in our online application system. Once your online profile is complete, you can apply for multiple positions.
The job offer is written in English – should I write my application in English as well?
Yes, please. As Henkel is an international company you will be working with colleagues from all over the world and English is our official company language. Generally, the ‘rule’ is: please write the application in the same language as the job ad.
Do I get feedback during the application process about the state of my application?
Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process.
Can employees move between business areas and/or to a different country?
Yes, in fact it is an expectation within Henkel that our talent is flexible and mobile. This helps to support the company on a broad, global level.
Our “Triple Two” philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
Here you will get further information on our training programs.
Whom do I contact if I have questions concerning my application?
Our recruiting team will help you with all requests regarding your application. Contact the team here.