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Who we are

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, 

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Middelfart, Denmark

Manager Customer Service, Denmark (F/M/D)

 

Purpose of the Role 

We are looking for a dynamic and experienced leader to take ownership of Customer Service and Order Processing for our WHS business at the country level. As a key member of the local leadership team, you will drive operational excellence, ensure outstanding service delivery, and support tender and regulatory requirements.

 

This role is crucial in shaping the customer experience, aligning with Sonova Group standards, and fostering a high-performing, customer-focused team culture. 

 

More about the role 

Strategic & Operational Leadership 

  • Lead all country-level customer service operations: order entry (BTE/ITE/HP/Service), credit returns, and master data management. 
  • Develop and implement strategic plans aligned with both local and Nordic regional business goals. 
  • Improve service delivery and tender readiness in close collaboration with Nordic leadership. 
  • Manage complex escalations and ensure seamless customer interactions. 
  • Proactively engage with customers to exceed service expectations. 

 

People Leadership 

  • Lead, mentor, and develop a motivated customer service team. 
  • Drive talent development, performance management, salary reviews, and employee engagement initiatives. 
  • Cultivate a culture of inclusion, continuous improvement, and high performance. 

 

Governance & Compliance 

  • Ensure full compliance with Sonova Group standards and local regulations. 
  • Act as the local GDPR champion ensuring privacy compliance in customer interactions. 
  • Track, analyze, and report on Customer Service KPIs to monitor and improve service performance. 
  • Oversee the customer feedback and complaint-handling framework. 

 

Cross-functional Collaboration 

  • Partner with Sales, Marketing, and other departments to meet customer needs and support contractual commitments. 
  • Contribute to demand planning by forecasting product needs and providing inventory insights. 
  • Collaborate with internal stakeholders (HQ, Nordic leadership) to align on processes and strategic goals. 

 

Customer Experience (CX) Leadership 

  • Own and enhance the end-to-end customer journey, ensuring a seamless, customer-first approach. 
  • Lead CX improvement initiatives including journey mapping, escalation workflows, and digital service enhancements. 
  • Deliver monthly CX dashboards and performance reviews with clear action plans. 
  • Educate team members and other departments on customer-centric practices to embed a CX mindset across the organization. 

 

Flexibility & Hands-on Support 

  • Provide operational support during peak periods or staffing gaps. 
  • Actively contribute to the local leadership team and broader business initiatives. 

 

More about you 

  • Proven leadership experience in Customer Service / Operations / Order Management, ideally in a regulated or healthcare-related environment. 
  • Strong understanding of order processing systems, customer experience principles, and compliance frameworks (incl. GDPR). 
  • Strategic thinker with excellent analytical, problem-solving, and cross-functional collaboration skills. 
  • A natural people leader with experience in coaching and developing teams. 
  • High level of accountability, ownership, and a proactive approach to improvement. 

 

Why Join Sonova? 

At Sonova, we offer more than just a job — we offer a chance to make an impact. You’ll join a collaborative, inclusive environment where your ideas matter and your leadership shapes how we serve our customers. With our modern office spaces, focus on employee development, and strong company values, you’ll be empowered to grow both personally and professionally. 

 

Join Sonova. Create sense.

 

More about what we offer 

As one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans. 

 

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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