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.
Head of Customer Service Experience
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About this Position
This role focuses on delivering an industry-benchmark customer experience for target customers while ensuring the right balance between service quality, cost efficiency, and operational performance. You will act as the main contact for key stakeholders, drive customer journey–aligned service plans, enhance efficiency through digital integration, and support team development to ensure a cohesive and high-performing operation within the country cluster.
What you´ll do
- Define and Deliver Industry benchmark customer experience for Target customers
- Primary Supply Chain contact point for country SBU, Local AO manufacturing, regional and global SC teams and country Corporate Functions
- Accountability of Country Cluster Supply Chain Team members as the senior most person in country cluster
- Accountable for Country/ Cluster SC metrics ensuring balance between service, cash and cost metrics
- Increased Service Value for Target Customers and reduce cost of serving Transactional Customer while staying ahead of competitors
- To understand Customer Journey Plan in collaboration with sales team and ensure Service Plan remains valuable throughout the customer journey
- Ensure minimal need of manual intervention for Transactional Customers
- Ensure integration of Henkel’s Supply Chain Interfaces, dashboards and KPI tracking tools with that of Target Customers
- Bring together and support local SC regional teams when needed as a senior SC leader in Country/ Cluster
- Support Talent Development and Hiring in Country Supply Chain teams
- Ensure a cohesive Supply Chain Operation within country/ cluster guiding and mentoring country Supply Chain team
What makes you a good fit
- Bachelor’s degree preferably in Engineering
- Minimum of 15 years of experience in Supply Chain and Planning
- Team management
- Must have fluently English in verbal and communication
- Strong analytical problem-solving skills,
- Experience with management and creation of work teams
- Experience in shaping SC / Customer Experience
- Customer requirement understanding and translation to business requirements
- Experience with SAP and Business Intelligence
Some perks of joining Henkel
- Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- Diverse national and international growth opportunities
- Global wellbeing standards with health and preventive care programs
- Gender-neutral parental leave for a minimum of 8 weeks
- Employee Share Plan with voluntary investment and Henkel matching shares
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 look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.
JOB ID: 26094344
Job Locations: Turkey, Istanbul, Ümraniye
Contact information for application-related questions: recruitment-hr@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, our recommendation is to 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 our expectation that Henkel employees will want to grow and explore different career paths during their time with us. 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 in 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.
If I have questions regarding my application, who do I contact?
Our recruiting team will help you with all requests regarding your application. Contact the team here.