Global Voice of Consumer & Knowledge Manager, Sennheiser (m/f/d)
Sonova Group · Hannover ·
- Work mode
- Hybrid
- Category
- Management
Hannover, Germany, Hybrid (3 days/week onsite)
At Sennheiser Consumer Hearing, we design and deliver premium audio products, including award-winning headphones, earbuds and soundbars used by consumers around the world.
We are looking for a Global Voice of Consumer & Knowledge Manager to join our Global Service Competence Center. You will be an individual contributor with global responsibility for two closely connected areas. In Voice of Consumer, you will turn end-user feedback from Zendesk and other sources into actionable insights for CXC, Product, Quality, Digital, and other teams. In Knowledge Management, you will own the governance and continuous improvement of internal service knowledge and external self-service content.
Your work will help us identify recurring consumer needs, improve products and services, support agents with consistent knowledge, expand self-service, and prepare our content for AI-enabled customer service. This is a highly visible role for someone who enjoys connecting data, content, processes, and stakeholders to create measurable improvements across a global organization.
To learn more about Sennheiser Consumer Hearing and our products, visit: https://www.sennheiser-hearing.com
Key responsibilities:
- Translate consumer insights into clear recommendations for Service, Product, Quality, Digital, Marketing and other stakeholders
- Develop decision-oriented reports and dashboards that help teams turn insights into measurable actions
- Own the strategy and governance of internal service knowledge, customer-facing FAQs and self-service content
- Establish effective processes for content creation, review, approval, localization, publication and ongoing maintenance
- Improve content for search, self-service, chatbot, AI-assisted support and agent guidance
- Define and monitor relevant Voice of Consumer and knowledge management KPIs
- Support product, service and process launches by ensuring that consumer feedback and knowledge requirements are considered
Your profile
- Several years of experience in Voice of Customer and/or Consumer Insights, building and managing customer feedback programs, insight generation, and improvement processes
- Strong analytical skills and the ability to turn qualitative and quantitative feedback into clear action plan
- Experience managing self-service content, knowledge bases, support documentation and content governance
- Experience with omnichannel customer service platforms and reporting tools. Zendesk experience is strongly preferred.
- Confidence working with global and multicultural stakeholders and ability to influence without formal authority
- Fluent English, excellent communication, and the ability to create clear, audience-focused content.
- Experience with AI-assisted service, chatbots, agent-assist solutions, Knowledge-Centered Service, localization, accessibility or search optimization would be an advantage
What we offer
This is an opportunity to shape how consumer feedback is understood and used across the organization, while building knowledge and self-service experiences that support consumers and service teams worldwide. You will work across functions and regions, gain broad organizational visibility and have the chance to create tangible value for the global business.
As part of Sonova, 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. #LI-NB1