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 Excellence Analyst
Apply for this role
Customer Excellence Analyst
Apply for this role
About this position
At Henkel, you’ll be part of an organization that’s shaping the future through innovation, sustainability and collaboration. With our trusted brands like Persil®, ‘all®, Loctite®, Snuggle®, and Schwarzkopf® and our cutting-edge technologies, you’ll have countless opportunities to explore new paths and grow.
This position is with our Consumer Brands business unit – where we empower our employees to bring the best Laundry & Home Care and Hair products to people around the world.
Dare to learn new skills, advance in your career and make an impact at Henkel.
What you´ll do
- This pivotal role involves analyzing customer data, identifying actionable trends, and devising strategies to enhance customer experiences, streamline operational processes, and support business growth objectives.
- Oversee all Order-to-Cash (OTC) support activities for key customers, ensuring exceptional customer service delivery.
- Drive customer partnerships by advancing Collaborative Planning, Forecasting, and Replenishment (CPFR) to the highest standards.
- Manage customer orders, generate actionable reports, and collaborate with stakeholders to enhance forecast accuracy and delivery performance.
- Conduct in-depth analysis of customer data and trends to identify opportunities for improving customer experience and operational efficiency.
- Develop and maintain comprehensive reports, dashboards, and KPIs (e.g., OTIF, OTD, Service Level) to monitor customer satisfaction and operational performance.
- Partner with Sales, Marketing, Education, and New Product Innovation teams to design and implement customer-focused initiatives, such as loyalty programs, customer segmentation, and personalized marketing strategies.
- Identify and implement process improvement opportunities within OTC operations through data-driven insights and analysis.
- Serve as the subject matter expert for automation and efficiency initiatives, supporting training and upskilling efforts for the Customer Service Team.
- Participate in key forums and meetings, including SME and S&OP sessions, to present findings, recommendations, and progress updates to stakeholders.
- Lead cross-functional projects related to customer service excellence, as assigned.
- Provide backup support for team members during absences to ensure seamless operations.
What makes you a good fit
- Bachelor’s degree in Business Administration, Marketing, Economics, Statistics, or a related field.
- Min. 1 year of experience in data analysis, preferably in the CPG industry or a related field.
- Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI) to manipulate and interpret large datasets.
- Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights.
- Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical audiences.
- Proven ability to work collaboratively in a cross-functional environment and manage multiple priorities effectively.
- Experience with customer relationship management (CRM) systems and understanding of sales and marketing processes is a plus.
- Detail-oriented with a proactive mindset and a passion for continuous improvement.
Some benefits of joining Henkel
- Health Insurance: comprehensive plans for medical, dental, vision and wellbeing
- Work-Life Balance: occasional absence days, holidays and volunteer time off, plus flexible & hybrid work policies (depending on role)
- Financial: retirement savings programs, employee share plan with voluntary investment and Henkel matching shares, annual performance bonus, and service awards
- Family Support: gender neutral parental leave, fertility support, adoption & surrogacy reimbursement, discounted child and elderly care, and scholarships
- Career Growth: diverse national and international growth opportunities, access to thousands of skills development courses, and tuition reimbursement
Henkel does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Henkel property and therefore, Henkel will not pay a fee for any placement resulting from the receipt of an unsolicited referral.
Henkel is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.
JOB ID: 25082897
Job Locations: Canada, Ontario, Mississauga
Contact information for application-related questions: talent.acquisition@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.