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Head of Customer Service Experience PMO Europe - Job Opportunity at Henkel

Düsseldorf, Germany
Full-time
Executive
Posted: June 19, 2025
Hybrid
EUR 120,000 - 160,000 annually plus significant variable compensation and equity participation. This estimate reflects the executive nature of the role, the requirement for 10+ years of experience, the European regional scope, and Henkel's position as a major multinational corporation. The PMO leadership responsibility and P&L accountability typically command premium compensation in the German market.

Benefits

Comprehensive flexible work arrangements including hybrid model and up to 30 days annual remote work globally, positioning ahead of industry standards for work-life integration
Accelerated career development through diverse national and international growth opportunities across a global enterprise network
Premium health and wellness ecosystem including globally standardized wellbeing programs, MEGA Preventive Health Insurance, and CareFlex Supplementary Care Insurance
Progressive parental support with gender-neutral leave minimum of 8 weeks, demonstrating commitment to inclusive workplace policies
Wealth building opportunities through Employee Share Plan with company matching and 100% company-financed pension plan
Enhanced mobility benefits including company bike program and public transport subsidies

Key Responsibilities

Strategic leadership of Project Management Office for Customer Service Experience across Adhesive Technologies European operations, directly impacting regional customer satisfaction and revenue retention
Development and deployment of customer experience strategy that drives competitive differentiation and market positioning in the adhesive technologies sector
Full P&L accountability for strategic project roadmap delivery, managing multi-million euro transformation programs that reshape customer service capabilities
Cross-functional program orchestration spanning supply chain, technology, and customer operations to deliver scalable business outcomes
Data-driven customer intelligence leadership utilizing advanced analytics to identify market opportunities and optimize service delivery models
Innovation in project management methodologies and performance metrics that establish industry benchmarks for customer service excellence
Financial stewardship including budget management and KPI reporting that directly influences regional strategic decisions
Executive communication and stakeholder management across regional and global leadership teams, influencing strategic direction
Talent development and team leadership focused on building high-performance customer service and supply chain capabilities
Organizational transformation through change management initiatives that enhance customer service culture and operational efficiency

Requirements

Education

Master's degree in Supply Chain Management, Business Administration or a related field

Experience

Minimum 10 years of relevant work experience incl. leadership experience in Customer Service, Supply Chain, Strategy or similar with a focus on Project Management

Required Skills

Proficiency in formulating and executing strategic plans to drive business growth and meet organizational objectives Strong stakeholder management and complex regional project management skills Excellent communication and presentation skills (English & German) Ideally experience in a Management consultancy specialized in Customer Service and/or Supply Chain
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Sauge AI Market Intelligence

Industry Trends

Digital transformation in customer service is accelerating across manufacturing sectors, with companies investing heavily in PMO structures to manage complex omnichannel customer experience initiatives. The adhesive technologies industry specifically is experiencing pressure to differentiate through service excellence as product commoditization increases, making customer experience a critical competitive battleground. European regulatory requirements around customer data protection and service standards are driving the need for sophisticated project management capabilities in customer service operations. Companies are establishing dedicated PMO functions to ensure compliance while maintaining service quality and operational efficiency across multiple jurisdictions. Supply chain disruptions have elevated the strategic importance of customer service experience roles, as companies recognize that superior service delivery can compensate for product availability challenges. This has created increased demand for senior executives who can integrate customer service strategy with supply chain operations.

Role Significance

Typically manages a team of 8-15 professionals including PMO managers, process managers, and customer service specialists. The role also involves matrix management of cross-functional project teams that can span 20-50 individuals across multiple countries. The talent development responsibility suggests authority over career progression and compensation decisions for direct and indirect reports.
This is a senior executive position with significant organizational influence, reporting directly to regional leadership and interfacing with global teams. The role carries full accountability for strategic project delivery and budget management, indicating C-suite adjacency with potential board-level exposure. The combination of strategic responsibility and operational delivery makes this a high-visibility position within Henkel's European operations.

Key Projects

Regional customer service platform implementations spanning multiple countries and business units, typically involving EUR 5-15 million investments in technology and process transformation Customer journey optimization initiatives that redesign touchpoints across digital and traditional channels, requiring coordination with IT, marketing, and operations teams Supply chain integration projects that align customer service capabilities with logistics and manufacturing operations to improve delivery performance and customer satisfaction Regulatory compliance programs ensuring adherence to European customer service standards and data protection requirements across all customer touchpoints

Success Factors

Demonstrated ability to influence senior stakeholders without direct authority, as the role requires driving change across multiple business units and geographical regions while managing competing priorities and resource constraints Advanced analytical capabilities to translate customer data into actionable insights that drive strategic decisions, including proficiency in customer analytics platforms and the ability to present complex data to executive audiences Cultural intelligence and change management expertise to navigate Henkel's matrix organization structure while implementing transformation initiatives across diverse European markets with varying regulatory and cultural requirements Financial acumen to manage significant budgets while demonstrating ROI on customer experience investments, including the ability to build business cases that secure executive support for strategic initiatives

Market Demand

High demand with limited qualified candidates. The combination of customer service expertise, PMO leadership experience, and strategic business acumen required for this role creates a narrow talent pool. The post-pandemic focus on customer experience excellence has intensified competition for senior executives with proven track records in customer service transformation.

Important Skills

Critical Skills

Strategic thinking and business acumen are paramount because this role must translate customer service initiatives into measurable business outcomes while navigating complex organizational dynamics and competing resource priorities across multiple European markets Advanced project management capabilities using enterprise-level methodologies are essential due to the scale and complexity of regional transformation initiatives, requiring expertise in managing multi-million euro budgets and cross-functional teams spanning multiple countries Stakeholder management and influence skills are critical for success in Henkel's matrix organization, where achieving results requires building consensus among diverse regional and global stakeholders with varying priorities and cultural backgrounds Data analytics and customer insights capabilities are increasingly important as customer service becomes more data-driven, requiring the ability to extract actionable insights from complex customer data and translate findings into strategic recommendations

Beneficial Skills

Management consulting experience provides valuable frameworks for approaching complex business problems and communicating with senior executives, while also offering credibility when leading organizational transformation initiatives Additional European language skills beyond German and English would enhance effectiveness in managing pan-European initiatives and building relationships with local teams across diverse markets Digital transformation experience becomes increasingly valuable as customer service evolves toward omnichannel delivery models that integrate traditional service with digital platforms and automation technologies Industry-specific knowledge in automotive, electronics, or construction sectors would provide deeper understanding of customer needs and competitive dynamics in Henkel's key adhesive technology markets

Unique Aspects

This role uniquely combines customer service excellence with supply chain expertise, a rare combination that reflects the integrated nature of Henkel's operations and the company's recognition that customer experience extends beyond traditional service touchpoints into fulfillment and delivery
The position offers direct exposure to both regional European leadership and global teams, providing unusual breadth of organizational influence for a customer service role and creating accelerated networking opportunities across Henkel's worldwide operations
Henkel's commitment to sustainability and innovation creates opportunities to pioneer customer service approaches that align with environmental goals, positioning the role at the intersection of customer experience and corporate responsibility
The Adhesive Technologies focus provides exposure to diverse B2B customer segments from automotive to electronics, offering broader industry experience than typical consumer goods customer service roles

Career Growth

Progression to next-level executive roles typically occurs within 3-5 years given the strategic nature of the position and exposure to senior leadership. The combination of P&L responsibility and international scope accelerates career advancement opportunities.

Potential Next Roles

Regional Vice President of Customer Experience or Operations, with expanded geographical responsibility covering EMEA or global markets Chief Customer Officer or Chief Operations Officer positions within Henkel or similar multinational corporations in the chemicals or manufacturing sectors Senior Partner or Principal roles at top-tier management consulting firms specializing in customer experience or operations transformation CEO or Managing Director positions at mid-sized companies or business unit leadership roles within large corporations

Company Overview

Henkel

Henkel is a German multinational chemical and consumer goods company headquartered in Düsseldorf, with over 140 years of history and operations in more than 120 countries. The company operates in three main business areas: Adhesive Technologies, Beauty Care, and Laundry & Home Care, with Adhesive Technologies being the largest and most profitable segment. Henkel's adhesive business serves automotive, electronics, packaging, and construction industries with both industrial and consumer solutions.

Henkel ranks among the Fortune Global 500 companies and is a market leader in adhesives and sealants globally, holding the #1 position in many adhesive categories. The company's Adhesive Technologies business generates over EUR 10 billion in annual sales and competes directly with companies like 3M, Dow, and Sika. Henkel's strong market position provides significant resources for customer experience investments and career development opportunities.
Europe represents Henkel's largest and most mature market, accounting for approximately 40% of total company revenues. The Düsseldorf location provides access to Henkel's global headquarters and senior leadership team, offering exceptional visibility and networking opportunities. The European operations serve as a testing ground for global initiatives, making this role strategically important for the company's worldwide customer experience strategy.
Henkel emphasizes innovation, sustainability, and diversity as core cultural values, with a strong focus on employee development and work-life balance. The company's German heritage emphasizes thoroughness and quality while embracing international perspectives through its global workforce. Recent initiatives focus on digital transformation and agile working methods, creating an environment that supports both traditional business excellence and modern workplace flexibility.
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