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.
Team Leader – Customer Service & Operations
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About this Position
We are looking for a motivated, customer-focused, and future-ready Team Leader to lead our Customer Service team within the Adhesives business. Supporting industrial and manufacturing customers, you will be responsible for delivering an outstanding customer experience while ensuring efficient Order-to-Cash operations.
You will lead and develop a high-performing team, drive service excellence, and work closely with Sales, Supply Chain, Marketing, CoE, and GBS+ stakeholders. We are seeking a leader who embraces continuous improvement, digital innovation, and AI-enabled ways of working, while building a culture of accountability, collaboration, and customer focus.
What you´ll do
- Lead, coach, and develop the CSX team to deliver an exceptional end-to-end customer experience.
- Oversee Order-to-Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to drive performance.
- Manage customer escalations and support the resolution of complex supply, commercial, and application-related issues.
- Build strong customer relationships and use Voice of Customer insights to improve service delivery.
- Collaborate with Sales, Marketing, Supply Chain, CoE and GBS+ teams to ensure customer commitments are met.
- Drive continuous improvement by identifying opportunities to simplify processes and improve efficiency.
- Champion the adoption of digital tools, automation, and AI-enabled solutions.
- Ensure accurate CRM and customer data management.
- Foster a culture of innovation, learning, and adaptability.
- Manage team performance, capability building, resource planning, and employee development.
- Ensure compliance with corporate, sustainability, and SHE standards.
What makes you a good fit
- 3-6 years' experience in Customer Service, Supply Chain, Sales Support, or a related field
- Recent people leadership experience within the last 5 years, with a proven ability to coach and develop high-performing teams.
- Experience supporting industrial, manufacturing, B2B, or technical customers.
- Strong customer-centric mindset with excellent communication and stakeholder management skills.
- Demonstrates a future-ready approach, with an interest in digital technologies, automation, AI, and data-driven decision making.
- Driven, proactive, and results-oriented, with the ability to make sound decisions and take ownership.
- Collaborative and resilient, able to manage competing priorities in a fast-paced environment.
- Knowledge of Order-to-Cash processes and CRM/ERP systems, ideally Salesforce Service Cloud and SAP.
- Comfortable using KPIs, dashboards, and performance metrics to drive improvement.
- Strong planning, organisational, and leadership skills.
- Experience leading transformation, process improvement, or automation initiatives is advantageous.
We are committed to developing future leaders. This role offers opportunities to grow your leadership capabilities, gain cross-functional exposure, and contribute to digital transformation, continuous improvement, and AI-enabled innovation. It provides a strong platform for building a long-term career within a global organisation that values learning, collaboration, and growth.
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
- Performance bonus / incentives
- Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary
- Annual Leave: 27 days plus 8 Bank Holidays
- Celebration vouchers
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: 26093261
Job Locations: United Kingdom, England, Hemel Hempstead
Contact information for application-related questions: RecruitmentUKIE@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.