Customer Experience Manager

☞ Sonova Group

View: 150

Update day: 25-04-2024

Location: Zug Zug ZG

Category: Marketing / PR

Industry: Medical Equipment Manufacturing

Position: Associate

Job type: Full-time

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Job content

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we – through our core business brands Phonak, Unitron, Hansaton, Advanced Bionics and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.
At Sonova Audiological Care we are transforming the hearing care industry by expanding the digital offer for our customers. You have the opportunity to contribute to this revolution by joining the Marketing and Omnichannel department, which is responsible for the implementation state of the art digital solutions for our customers, responsible to champion and implement the Customer Engagement Center global processes into Audiological Care for all markets.

More specifically the Customer Service Process & Business Improvement Manager is responsible to design and socialize sales and proactive care service processes to enable the set-up of the new Customer Engagement Center. S/he will be responsible to monitor the existing 30 contact centers’ quality performances and deliver a smooth transition to the new model. The function supports the delivery of an aligned omnichannel customer journey and the continuous improvement of the customer experience.

This specific position is located in Steinhausen, Zug.

Your tasks
  • Develop and deploy the processes and systems related to new sales and support for servicing customers that interact with consumer engagement center
  • Establish global standards for customer engagement to achieve successful performance across all activities and markets
  • Apply data-driven quality analytics by leveraging data from multiple data sources related to customer feedback and behavior to optimize processes, enable omnichannel delivery, and continuously improve the customer experience
  • Continuously evaluate efficiency and effectives of processes regarding consumer experience and adapt them in order to include new products and services
  • Work closely with the Senior Manager Customer Engagement and the team to lead the establishment of the customer engagement center service delivery model
  • Collaboratively manage multiple links within overall delivery functions to achieve process excellence in customer service
  • Serve as continuous improvement leader who can drive action to further business effectiveness and efficiency within the organization
  • Lead the creation of an international knowledge management center that will be localized and used by the local customer engagement centers worldwide, shared with other touchpoints and consumers

Your profile
  • Bachelor’s degree in Business Administration or equivalent relevant training
  • 5+ years of work experience in a global consumer care/contact center environment, ideally in the life science or insurance industry
  • 3+ years of experience developing and redesigning processes in a complex customer service/contact center environment that includes omnichannel processes such as mobile, chat, email, SMS, self-service, and/or video
  • Ideally worked in different international locations and have experience in working with various consumer touch points or consumer experience towers
  • Customer focused and comfortable to challenge the status quo to improve customer experience
  • Skilled with strategic decisions that prioritize the needs of the customer
  • Outstanding customer/client focus
  • Comfortable with project-based work and able to build a professional network within and outside the customer functions to successfully collaborate and solve problems, getting things done through formal and informal channels and navigate with high credibility
  • Good problem-solving skills, ability to deal with ambiguity, ability to take initiative and work with remote teams
  • Certificate in quality methodologies (Lean Six Sigma, etc.) advantageous
  • Fluent English speaker with excellent interpersonal and communications skills (speaking, writing, presenting)

Our offer

We can offer you a new challenge, with interesting tasks and much more – including an open corporate culture, flat hierarchies, support for further training and development, opportunities to take on responsibility, an excellent range of foods, sports and cultural facilities at our headquarters, attractive employment conditions, and flexible working time models in various roles.

Marcel Huber, Talent Acquisition Manager, is looking forward to receiving your complete application (CV, references and certificates) via our online job application platform.

For this vacancy only direct applications will be considered.

Sonova AG

Laubisrütistrasse 28

CH-8712 Stäfa

+41 58 928 01 01

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
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Deadline: 09-06-2024

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