Reporting & Analytics Specialist
About this PositionJoin Henkel in a highly visible Customer Experience and Order-to-Cash role where you will drive service excellence through data, analytics and cross-functional collaboration. Acting as a key link between customers, supply chain and business teams, you will transform complex data into actionable insights, monitor performance, improve customer outcomes and identify opportunities for automation and continuous improvement. Using leading digital tools such as SAP, Power BI and AI-enabled analytics, you will help optimise processes, enhance decision-making and ensure an outstanding customer experience while supporting business growth and operational efficiencyWhat youll doManage complex Order-to-Cash (OTC) and Customer Service Management
(CSM) activities, focusing on decision-based service delivery, while GBS+
manages rule-based transactional activities.
Balance customer needs and priorities against supply chain
capabilities, collaborating closely with CSX, Supply Planning, Logistics,
GBS+ and other relevant functions.
Monitor service commitments across adjacent functions and provide CSX
with timely, actionable information to support excellent customer service.
Develop and maintain regional reports, dashboards and analytics in
close collaboration with CSX and CSXE teams. Partner with stakeholders to understand business challenges and
translate them into effective data, reporting and analytics solutions.
Transform complex data into meaningful insights and recommendations,
identifying trends, patterns, risks and improvement opportunities to
support business decision-making.
Conduct ad-hoc analyses and provide analytical expertise and
consultancy to CSX and CoE colleagues.
Drive the automation and continuous improvement of reporting and
analytics, including Key Metrics and other CSX/CoE reporting.
Identify and leverage emerging AI capabilities to enhance reporting
and analytics, increasing automation, efficiency and business insight.
Identify data harmonisation opportunities and drive improvements in data
quality, processes and data maintenance.
Provide training and support on reporting, analytics tools and
solutions.
Act as a key regional contact for the Global Reporting & Analytics
team.
Monitor KPIs and proactively identify performance gaps, risks and
opportunities for improvement.
Take ownership of OTC/CSM performance and contribute to continuously
improving the Customer Experience (CX).Support CSX in maintaining continuity of supply and resolving
customer-impacting issues, prioritising activities according to
criticality, customer segmentation and SBU policies.
Use customer feedback, Voice of Customer (VoC), NPS and CSAT insights
to identify and drive continuous improvement opportunities.
Champion a customer-centric, "can-do" mindset, ensuring internal
activities and priorities support an effortless customer experience.
Use SAP, Power BI, Service Cloud, Celonis, Track & Trace and
other relevant digital tools to drive efficiency, visibility and improved
customer outcomes.
Provide feedback and contribute to the continuous improvement of
systems, applications and the Service Cloud knowledge base.
Deliver timely and accurate case management, measure performance and
proactively identify opportunities for improvement.
Build trust and effective working relationships across CSX, CoE, GBS+
and wider supply chain teams. Ensure all activities comply with Henkel Corporate Standards.
What makes you a good fit.3–5 years' experience in a Data Analyst, Data Scientist or similar
analytics role.
Previous experience within Customer Service, Order-to-Cash or Supply
Chain is strongly preferred.
Strong analytical skills, with the ability to translate complex data
into clear, actionable business insights.
Advanced knowledge of Power BI and Power Query, together with strong
Microsoft Excel skills including VBA/macros.
Strong working knowledge of SAP and Microsoft Office applications.
Experience with Salesforce Service Cloud, Cellonis and/or automation
tools would be highly advantageous.
Strong interest in AI and emerging technologies, with the ability to
identify practical opportunities to apply them within reporting and
analytics.
Excellent problem-solving skills with a proactive and
solution-oriented approach.
Strong communication, stakeholder management and influencing skills. Customer-focused, self-motivated and comfortable taking ownership and
working independently.
Strong organisational, prioritisation and time-management skills,
with the ability to work effectively under pressure and meet deadlines.
High attention to detail with a strong commitment to data accuracy
and quality.
Fluent in English.
Collaborative team player with a positive "can-do" mindset.
Some perks of joining HenkelFlexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per yearDiverse national and international growth opportunitiesGlobal wellbeing standards with health and preventive care programsGender-neutral parental leave for a minimum of 8 weeksEmployee Share Plan with voluntary investment and Henkel matching sharesPerformance bonus / incentivesCompetitive Pension & Life Assurance - Company contributes up to 10% of basic salaryAnnual Leave: 27 days plus 8 Bank HolidaysCelebration vouchersAt 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.