Global Voice of Customer Operations Lead ‏(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 47.000 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?

YOUR ROLE

• Strategy Development & Implementation: Develop & implement HAT VOC strategy aligned around defined / shared metrics & KPIs to measure effectiveness
• Data Collection & Analysis: Setup VOC tool and oversee customer feedback through various channels. Analyze data to identify trends and insights
• Cross-Functional Collaboration: Work with product development, sales, marketing, and customer service to integrate VOC insights. Facilitate meetings to discuss findings and prioritize actions
• Reporting & Communication: Create and deliver regular VOC reports to senior leadership.Communicate findings to stakeholders to ensure understanding and buy-in
• Customer Advocacy & Process Improvement: Act as a customer advocate to promote a customer-centric culture. Implement process improvements to enhance VOC program efficiency

YOUR SKILLS

• University degree in Business, Marketing, Strategy, or a related field
• Minimum of 7 years of experience in strategic planning, customer experience, or a related field. Proven track record in leading strategic initiatives and driving business results
• Proficiency in project management and strategic planning tools with excellent communication and presentation abilities
• Strong analytical skills with the ability to interpret data and translate it into actionable strategies
• Visionary with a customer-centric mindset, highly organized and detail-oriented
• Strong stakeholder management as well as leadership and team collaboration skills besides the ability to work independently and manage multiple priorities
• Fluent English language skills

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.