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Who we are

You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.

Zug, Switzerland

CRM Systems 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 standardization while striving to minimize customization 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 maximizing the customer experience.

 

This specific position is located in Steinhausen, Zug.

 

Your tasks

 

  • Design, develop and deploy customer engagement business processes for the implementation of the CRM system, CTI, and communications platform
  • Act as liaison between business and digital teams translating business requirements in detailed platform specifics for infrastructure deployment
  • Represent the Customer Engagement Center throughout the project lifecycle, including process definition, building, testing, piloting, deployment, and post-project phases
  • Define, promulgate, and sign-off on KPIs to measure success and goals to be achieved
  • Ensure all relevant data is tracked and recorded to enable prospect and customer segmentation to understand value and target messaging accordingly
  • Work closely with the Senior Manager Customer Engagement and the team to manage the build out of the Customer Engagement Center service model
  • Manage relationships with external partners and suppliers (BPOs, system vendors, etc.) in accordance with contractual requirements

 

Your profile

 

  • Bachelor’s degree in Business Administration or an IT-related field
  • 5+ years of work experience in a global consumer care environment with complex system architecture, ideally in the life science or insurance industry
  • Ideally worked in different international locations and have experience in working with various consumer experience organizations
  • Proven track record of successfully implementing tools to digitize and automate customer service operations
  • Customer focused and willing to challenge the status quo to improve the customer experience
  • Knowledge of Microsoft CE is advantageous
  • Skilled with strategic decisions that prioritize the needs of the customer
  • Outstanding customer/client focus
  • Comfortable with project-based work and able to build 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
  • Fluent English speaker with excellent interpersonal and communication 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.