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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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