Global Voice of Consumer & Knowledge Manager, Sennheiser (m/f/d)

Sonova Group; Hannover; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Zusammenfassung

The Global Voice of Consumer & Knowledge Manager role at Sennheiser, part of the Sonova Group, leads turning end-user feedback into actionable insights across Service, Product and Quality. You own governance of internal knowledge, FAQs, and self-service content while guiding AI-enabled support and knowledge strategies.

You will partner with global teams to drive multilingual content, KPIs, and continuous improvements that enhance customer experiences worldwide.

Qualifikationen

• Several years of experience in Voice of Customer and/or Consumer Insights and feedback programs.
• Strong analytical skills to turn qualitative and quantitative feedback into action plans.
• Experience managing self-service content, knowledge bases and governance.
• Experience with omnichannel platforms; Zendesk preferred.
• Ability to influence global stakeholders without formal authority.
• Fluent English with clear, audience-focused communication.

Aufgaben

• Translate consumer insights into clear recommendations for Service, Product, Quality, Digital, Marketing and others.
• Develop decision-oriented reports and dashboards to turn insights into actions.
• Own governance of internal service knowledge, FAQs and self-service content.
• Establish processes for content creation, review, localization, publication and maintenance.
• Improve content for search, self-service, chatbot and AI-assisted support.
• Define and monitor Voice of Consumer and knowledge management KPIs.
• Support product, service and process launches by incorporating feedback and knowledge needs.

Kenntnisse

Voice of Customer

Consumer Insights

Feedback Programs

Data Analytics

Fluent English

Zendesk

Stakeholder Influence

Tools

Zendesk

Jobbeschreibung

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Great sound has the power to transform everyday moments into extraordinary experiences. Through the iconic Sennheiser brand, we develop premium headphones, earbuds, and audio solutions that enable people around the world to connect more deeply with music, entertainment, and the world around them.

As part of the Sonova Group, we combine decades of audio expertise with a global innovation network and a shared passion for delivering exceptional listening experiences. Our teams create products that set standards for sound quality, design, and user experience.

Driven by curiosity, creativity, and collaboration, we foster an environment where people are empowered to take ownership, bring ideas to life, and make a meaningful impact on products enjoyed by millions of consumers worldwide.

In March 2026, Sonova announced its decision to divest its Consumer Hearing business and initiated a structured divestment process. This marks an exciting new chapter for the business and offers unique opportunities to contribute to its development and continued success.

Join us and help shape the future of premium audio experiences.

Hannover, Germany

Global Voice of Consumer & Knowledge Manager, Sennheiser (m/f/d)

165627

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.

• 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

The Sennheiser brand

The Sennheiser brand stands for premium quality in the field of audio products.
At Sonova Consumer Hearing, we develop and offer consumer devices such as headphones, soundbars and speech-enhanced hearables under the brand license of Sennheiser.

The business is headquartered in Hannover, Germany, and has approximately 650 employees worldwide. To continue to be among the best in the industry, we are always on the lookout for outstanding talent.