Customer Engagement Implementation Manager

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.

Zug, Switzerland

Customer Engagement Implementation Manager

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 the Audiological Care IT framework for all markets, working closely with the IT department and IT implementation partner and other Retail process experts to drive process standardisation while striving to minimise customisation by leveraging best-in-class industry practices.

The core purpose of the role is to implement system and processes to enable Sales and Proactive Care services, engaging consumers across the journey in the most effective way, while maximising the customer experience.

This specific position is located in Steinhausen, Zug.

**Your tasks**
- Owning the functional business role of the Customer Engagement department (including Telehealth, Remote sales, and Customer Care) towards IT
- Design Customer Engagement business processes for the CRM system, CTI, and Communication platform implementation
- Representing Customer Engagement Center across full project life-cycle incl. process definition, build, testing, pilot, deployment, and post project phases
- Defining, socialising, and signing off KPIs to measure success and targets to be achieved
- Ensuring that all relevant data are tracked and recorded to enable prospect and customer segmentation to understand value and target messages appropriately
- Working closely with the Senior Manager Customer Engagement and the team to guide the set-up of the Customer Engagement Center service model
- Manage relationships with external partners and suppliers (BPOs, System Suppliers, etc.) against contractual requirements

**Your profile**
- Degree in Business or IT related
- 10+ years of work experience in a global consumer care environment with complex system architecture, ideally in the life science or insurance industry
- Proven track record of successful implementation of customer care digitalisation and automation tooling
- Knowledge of Microsoft CE
- Participated in project teams with 10+ Remote members and international stakeholders
- Excellent clear and concise communication
- Customer focused and comfortable to challenge the status quo to improve customer experience
- Fluent in English (fluency in German or French is a nice to have)

**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.

Sonova AG
Laubisrütistrasse 28
CH-8712 Stäfa

+41 58 928 01 01