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Senior Manager, Customer Experience Specialist

2 months ago

Aurora, Illinois, United States Sonova AG Full time
About the Role

The Senior Manager of Customer Experience is a key leadership position responsible for overseeing the delivery of exceptional customer service and support. This role is critical in driving customer satisfaction, loyalty, and retention.

Key Responsibilities
  • Lead a team of customer support professionals to ensure timely and effective resolution of customer inquiries and issues.
  • Develop and implement strategies to improve customer experience, increase customer satisfaction, and drive business growth.
  • Collaborate with cross-functional teams to identify and address customer pain points, and implement process improvements.
  • Manage and analyze customer feedback, metrics, and data to inform business decisions and drive continuous improvement.
  • Develop and maintain strong relationships with key customers, stakeholders, and partners to ensure their needs are met and exceeded.
  • Stay up-to-date with industry trends, best practices, and emerging technologies to drive innovation and improvement in customer experience.
Requirements
  • Minimum 5 years of management experience in a customer-facing role.
  • Minimum 8 years of experience in a customer service or order management environment.
  • Strong knowledge of production, distribution, and transportation processes.
  • Excellent communication, problem-solving, and leadership skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Experience with workforce management systems and SAP is a plus.
What We Offer
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.