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Germany, Düsseldorf, Adhesive Technologies

Global Senior Manager Customer Experience Activation (d/f/m)

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 a team member of our upcoming Adhesive Technologies Innovation Center (ICD) - a brand new state-of-the art center for research, development and technical support focusing on the close collaboration with our customers and partners which is scheduled to launch in December 2020
  • In this role, you will have the chance to launch foundational processes and partnerships, as well as driving operational excellence once the Innovation Center is fully operational
  • Develop and drive a comprehensive customer visit strategy with the aim to fully engage our customers at different levels, incl. yearly and monthly customer visit planning and end-to-end visit management
  • Design best in class tailored tours and workshop strategies and formats, based on different audiences to foster and guide collaboration and co-creation with customers and VIPs, influencing customer satisfaction, brand awareness and long-term ROI
  • Develop new service offerings and event formats to continuously improve the experience
  • Be the person who will host and own all customer visits for key accounts, internal and external VIPs, organize and plan special events up to 600 guests with the ability to showcase the customer experience at our new Innovation Center, and its 2019/2020 pilot, to any kind of audience, incl. C-level and executive stakeholder
  • Oversee all incoming bookings and event requests at the Innovation Center, and its 2019/2020 pilot, and strategically prioritize requests based on alignment to business priorities
  • Establish and ensure compliance to standard operating procedures for the customer experience function at the Innovation Center
  • Own and manage KPIs and measuring success for any activity under your responsibility: from customer satisfaction to brand awareness and ROI, including success of your promotional activities; collect and assess visitor feedback for quarterly business reports
  • Conduct trainings on-site for our Sales & Marketing organization

YOUR SKILLS

  • Master’s degree in Business Administration, Marketing and/or Event Management and at least 8 years’ experience in related field
  • Outgoing personality with strong communicational skills and in- depth experience in hospitality, marketing and/or event management
  • Expert and passionate about innovation topics, market trends and customer insights as well as passionate about driving excellent customer service
  • Outstanding presentation skills honed by managing C-level and executive stakeholder on daily basis
  • Intercultural knowledge and understanding, high degree of empathy and strong cultivating relationship skills
  • Highly results-oriented and driven with strong analytical abilities, necessary to gather and analyze key business and customer insights and manage Innovation Center performance metrics and ROI
  • Fluent in written and spoken in German and English is mandatory, any additional language is welcome
  • Ability to motivate and steer cross-functional teams
JOB ID: 190002RI
Contract & Job type: Full Time , Regular

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Henkel’s application process

2:02 min.

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