거의 150년의상의 강력한 유산을 기반으로 우리는 새롭게 삶을 상상하고 개선하는 방법을 매일 선도하고 있습니다. 헨켈은 현재와 다음 세대를 위한 혁신적이고 지속 가능한 브랜드와 테크놀러지, 그리고 전 세계에 있는 팀과 함께하고 있습니다. 헨켈은 산업 및 소비자 산업 모두에서 선도적인 위치를 차지하고 있습니다. 헨켈의 포트폴리오에는 잘 알려진 대로 헤어 케어 제품, 세탁 세제, 섬유 유연제, 접착제, 실란트 및 기능성 코팅제가 있습니다.
Customer Service Experience Country Manager (m/f)
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About this Position
The Customer Service Experience Manager will lead and supervise a team fully accountable for the end-to-end customer journey, overseeing two Team Leads and their respective teams. This role ensures operational excellence, customer satisfaction, and continuous improvement across the order-to-cash process. The manager will drive strategic initiatives, set and align priorities to meet customer expectations and needs, optimize workflows, and serve as a key liaison between internal stakeholders and customers.
What you´ll do
- Leadership & People Development: Manage and mentor two Team Leads, fostering a culture of accountability, collaboration, and high performance.
- Operational Oversight: Manage the team’s Order-to-Cash (OTC) & Customer-Service-Mgt (CSM) activities, focusing mainly on customer interaction related activities (in/outbound)
- Customer Service Experience Operations: Act as first/second-line supervisor of a team providing direct customer service support and play a key role in helping to achieve CSX targets in the area of responsibility. Deal with most complex and valuable queries and issues.
- Customer Experience Service Strategy: 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.
- Supporting Systems: Utilize and monitor the team’s utilization of customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
- Cross-Functional Collaboration: Interface with Reg/Local Sales and Marketing, Regional CoEOrganization, Reg/Local Supply Chain, GBS+ , DX and Function, and other departments to ensure seamless operations and increase in customer satisfaction.
- Performance Management: Manage and report on team performance, set performance objectives for direct reports, use KPIs, monitor results, and drive continuous improvement initiatives
- Reporting / Analytics / Budgeting: Provide regular performance reports and insights to senior leadership. Track budgets and report variances to Head of CSX SE Europe.
What makes you a good fit
- Bachelor’s degree in Business Administration or related field
- Min. 5years minimum experience in Customer Service/Order to cash processes, with at least 2 years in a leadership role
- Proven people management skills with focus on developing teams
- Business fluent English &Hungarian is a must
- Strong analytical skills (Advanced excel, power BI)
- Ability to manage various stakeholders and provide trainings, ability to communicate effectively with global and regional colleague
- Advanceduser level on cloud based solutions (ie.e Service Cloud)/ ERP Systems (i.e. SAP)/IT applications
- Presentation skills
- Positive attitude and desire to work towards beneficial solutions
- Ability to think critically, prioritize workload and delegate
Some perks of joining Henkel
- Flexible hours, hybrid working type (2 days HO/week)
- Diverse national and international growth opportunities
- 30 days/year cross-border mobile work
- Globally wellbeing standards with health and preventive care programs
- Gender-neutral parental leave for a minimum of 8 weeks
- Cafeteria: gross 836.000 HUF/year
- Long-term career development track
- Supportive company culture
- Shopping possibility of Henkel products for a discounted price (up to 20-50% discount)
- Opportunities to learn and develop yourself (e.g.: trainings, LinkedIn Learning access)
- Great team to work with – strong employee community, multinational environment
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: 26091910
Job Locations: Hungary, Budapest, Budapest
Contact information for application-related questions: career.hu@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.
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여러 포지션에 관심이 있습니다. 동시에 여러 포지션에 지원할 수 있습니까?
네, 온라인 지원 시스템에서 프로필을 작성하기만 하면 됩니다. 프로필을 작성하면 여러 포지션에 지원할 수 있습니다.
채용 공고가 영어로 작성되어 있는데 지원서도 영어로 작성해야 합니까?
네, 영어로 부탁드립니다. 헨켈은 국제적인 회사이기 때문에 전 세계의 동료들과 함께 일하게 될 것이고 영어는 헨켈의 공식 언어입니다. 일반적인 '규칙'은 지원서를 채용 공고와 동일한 언어로 작성하는 것입니다.
지원 결과에 대한 피드백을 받습니까?
헨켈의 모든 포지션은 고유하며 적합한 후보자를 찾는 것이 회사와 후보자 모두에게 중요합니다. 우리는 회사와 후보자가 서로 잘 맞는 확인하고 싶습니다. 우리는 전 채용 과정에서 후보자들에게 결과를 안내할 것입니다.
지원서와 관련하여 문의 사항이 있으면 어디로 연락해야 합니까?
채용팀이 지원서에 관한 모든 문의를 도와드릴 것입니다. 이 링크를 통해 채용팀에 문의하십시오.