About this Position
Join Henkel in a highly visible Customer Experience and Order-to-Cash role where you will drive service excellence through data, analytics and cross-functional collaboration. Acting as a key link between customers, supply chain and business teams, you will transform complex data into actionable insights, monitor performance, improve customer outcomes and identify opportunities for automation and continuous improvement. Using leading digital tools such as SAP, Power BI and AI-enabled analytics, you will help optimise processes, enhance decision-making and ensure an outstanding customer experience while supporting business growth and operational efficiency
What you´ll do
- Manage complex Order-to-Cash (OTC) and Customer Service Management (CSM) activities, focusing on decision-based service delivery, while GBS+ manages rule-based transactional activities.
- Balance customer needs and priorities against supply chain capabilities, collaborating closely with CSX, Supply Planning, Logistics, GBS+ and other relevant functions.
- Monitor service commitments across adjacent functions and provide CSX with timely, actionable information to support excellent customer service.
- Develop and maintain regional reports, dashboards and analytics in close collaboration with CSX and CSXE teams.
Partner with stakeholders to understand business challenges and translate them into effective data, reporting and analytics solutions. - Transform complex data into meaningful insights and recommendations, identifying trends, patterns, risks and improvement opportunities to support business decision-making.
- Conduct ad-hoc analyses and provide analytical expertise and consultancy to CSX and CoE colleagues.
- Drive the automation and continuous improvement of reporting and analytics, including Key Metrics and other CSX/CoE reporting.
- Identify and leverage emerging AI capabilities to enhance reporting and analytics, increasing automation, efficiency and business insight.
- Identify data harmonisation opportunities and drive improvements in data quality, processes and data maintenance.
Provide training and support on reporting, analytics tools and solutions. - Act as a key regional contact for the Global Reporting & Analytics team.
- Monitor KPIs and proactively identify performance gaps, risks and opportunities for improvement.
- Take ownership of OTC/CSM performance and contribute to continuously improving the Customer Experience (CX).
- Support CSX in maintaining continuity of supply and resolving customer-impacting issues, prioritising activities according to criticality, customer segmentation and SBU policies.
- Use customer feedback, Voice of Customer (VoC), NPS and CSAT insights to identify and drive continuous improvement opportunities.
- Champion a customer-centric, “can-do” mindset, ensuring internal activities and priorities support an effortless customer experience.
- Use SAP, Power BI, Service Cloud, Celonis, Track & Trace and other relevant digital tools to drive efficiency, visibility and improved customer outcomes.
- Provide feedback and contribute to the continuous improvement of systems, applications and the Service Cloud knowledge base.
- Deliver timely and accurate case management, measure performance and proactively identify opportunities for improvement.
- Build trust and effective working relationships across CSX, CoE, GBS+ and wider supply chain teams.
- Ensure all activities comply with Henkel Corporate Standards.
