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.

As a Head of Customer Care you will oversee all customer service operations for UK and Germany, ensuring that our customers receive the highest level of service. Develop new innovative ways of operating customer call-centers. 

Tasks

• Deliver against our commercial goals by controlling KPIs along our sales funnel and taking corrective actions
  
• Manage and lead an international, diverse team of 40-50 employees
  
• Further optimise how our team advises and converts customers by working with various internal stakeholders
  
• Ensure good levels of customer satisfaction, quality and efficiency
  
• Create and maintain a high-performing team, e.g. through coaching and feedback cycles
• Continuously improve agent quality, operational processes and training activities
  

Requirements

• 5-8 years of experience in sales, call center or customer care roles, ideally from a B2C industry
• 2+ years of leadership experience with larger teams
• Ideally strategy consulting experience in a Technology consulting firm
• Extensive experience in managing complex Customer Service projects and in relevant Contact Center and/or CRM tools, e.g. Zendesk, MS Dynamics, SAP
• An analytical mindset, putting data before action
• Deep experience in improving Business Processes
• Fluency in German (C2) and English (C1) 

Our offer

We offer you an opportunity to grow and develop in an open and international culture, with flat hierarchies and ample support for further training and development. Take on more responsibility, work in an excellent workplace, and enjoy attractive employment conditions, all while having the flexibility to choose the working time model that works best for you.

Our Senior Recruiter, Marcus Straube-Minkwitz, is eagerly awaiting your application and can't wait to speak with you about how you can be a valuable asset to our company. Apply today and take the first step in enhancing your career.

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 regarding 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.