Customer Engagement Process Manager

Vor 7 Tagen

Zug, Schweiz Sonova Audiological Care Vollzeit

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 Process 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 Audiological Care for all markets. More specifically the Customer Process Manager is responsible to design and socialise 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**
- Designing new Sales and proactive care processes to manage customers across channels
- Defining global customer engagement standards to achieve successful performances across all activities and markets
- Working closely with the Senior Manager Customer Engagement and the team to guide the set-up of the Customer Engagement Center service model
- Supporting the international omnichannel and customer experience strategy through continuously improved Customer Engagement processes
- Leading the creation of an international knowledge base that will be localised and used by the local customer engagement centers worldwide

**Your profile**
- Bachelor’s degree in Business or relevant field
- 8+ years of work experience in a global consumer care/contact center environment, ideally in the life science or insurance industry
- 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
- Certified in quality methodologies (Lean Six Sigma etc.)
- 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

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