Germany, Düsseldorf, Adhesive Technologies

Manager Customer Service Experience Continuous Improvement - Central Europe (d/f/m)

At Henkel, you can build on a strong legacy and leading positions in both industrial and consumer businesses to reimagine and improve life every day. If you love challenging the status quo, join our community of over 50,000 pioneers around the globe. Our teams at Henkel Adhesive Technologies help to transform entire industries and provide our customers with a competitive advantage through adhesives, sealants and functional coatings. With our trusted brands, our cutting-edge technologies and our disruptive solutions, you will have countless opportunities to explore new paths and develop your skills. Grow within our future-led businesses, our diverse and vibrant culture and find a place where you simply belong. All to leave your mark for more sustainable growth.

Dare to make an impact?


  • Be responsible for all dimensions of continuous improvement initiatives within Customer Service Experience (CSX) organization in Adhesive Technologies, adopting customer centricity mindset within day-to-day activities and interactions with stakeholders
  • Support in performing and implementing techniques such as voice of the customer initiatives, journey mapping and qualitative touchpoint analysis to identify customer pain points, challenges and hurdles, and prioritize where needed
  • Support customer and market research by utilizing and/or performing customer and market research and analysis techniques on customer feedback
  • Build customer’s trust & relationship by promoting / identifying opportunities, leading the implementation of edge solutions and making best use of internal capabilities within strategic guidelines to drive customer satisfaction
  • Utilize customer relationship management system’s data, identifying standard issues and proposing enhancements 
  • Coordinate cross-functional teams (e.g., supply chain, sales, marketing, production) to align implementation of initiatives around prioritized customer segments and experience design initiatives
  • Review existing operations in a major area of work, identify opportunities and implement innovation projects, processes, cultural elements, to generate new ideas and ensure the required continuous improvement outcomes are delivered
  • Develop and propose own performance objectives (KPI’s); take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems 


  • Master's degree in International Business, Supply Chain Management or similar 
  • Minimum 6 years of professional experience in a similar function (Customer Service, Customer Experience, Project Management and/or Consulting)
  • Experienced in mid-size till large project management, as well as first leadership experience (small- or mid-size teams)
  • Firm knowledge of cloud-based solutions e.g. Service Cloud
  • Advanced user of SAP/ERP Systems and MS Office applications, expertise in Power BI is considered a plus
  • Resilience, strong commitment, and a proactive attitude
  • Excellent oral and written communication skills in German & English with the ability to collaborate effectively with all levels of management

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: 24061371
Contract & Job type: Full Time, Regular
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Flexible Benefits Employee Share Plan
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Insurances & Services My Henkel Bike
My Henkel Bike Health & Social Services
Health & Social Services Fitness with Urban Sports Club
Fitness with Urban Sports Club On-site Canteens & Restaurants
Note: Perks might vary depending on the job grade.