At Henkel, you can be a game changer and craft your career. Unleash your entrepreneurial spirit by bringing your ideas to life within a global team. Our leading brands and technologies, along with our high-performing businesses will provide you with countless opportunities to develop your skills and explore new paths. Your career at Henkel will contribute to a more sustainable future, while you grow within our vibrant, diverse culture of trust and belonging. If you're up for challenging the status quo, join our team of pioneers and make your mark on the future with us.
Do you dare to make an impact?
- Review and Update Customer Segmentation between Target Customers (G4 & G5) & Transactional Customers (G1/ G2/ G3) in alignment with Business Goals
- Define, Track & Update appropriate performance metrics related to Service Strategy
- Define and implement Service Catalogue and track adherence including Minimum Shelf life, Return Policy, MOV, Rush
- Delivery Conditions, Surcharge Conditions etc.
- 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
- Increase digital touchpoints as well as manual interaction of Henkel with Target Customer to satisfy both rational and emotional needs
- Ensure minimal need of manual intervention for Transactional Customers
- Ensure training of customers wherever needed in collaboration with Sales & CS
- Ensure integration of Henkel’s Supply Chain Interfaces, dashboards and KPI tracking tools with that of Target Customers
- Understands the Voice of Customer and enhances the effectiveness of inputs/actions VOC tracking
- Ensure alignment of other functions towards the defined Customer Service Strategy
- Be the first point of contact for any new service requests from SBUs (example new supply network, new warehouse etc)
Involvement in distribution strategy – differentiation of services provided by distributor vs. Henkel