To deliver on our corporate purpose of making a wonderful sound part of everyone’s life, WS Audiology is looking for an experienced Customer Excellence Manager to become a member of the Global KAM team and help us to drive operational efficiency and increase customer satisfaction.

This role is a part of the Global Key Accounts team, where you’ll have an opportunity to work in an international and matrix structure. Your teammates are based in Singapore and Sweden, and you’ll directly report to the Head of Program Management, Global Key Accounts. 

What you will do

This is a brand-new role located in Poland, which gives an exciting opportunity to service our key accounts with new solutions. You will drive the overall key account customer excellence strategy, and work with the countries, and EDC to coordinate the actions, resolve issues and handle escalations. You will develop and maintain good relationships with key accounts and sharp business insight to implement improvements, settle exceptions, and safeguard WSA’s reputation.

As our new KAM, you’ll act as a direct contact of WSA with key accounts HQs, with the significant support of EDC and sales companies, to improve customer excellence located in the European region. The role is critical with the new business model and also the increasing need of our key accounts to build operational efficiency.

• Direct communication with key accounts in terms of escalation topics, like deliveries, stock, etc.,
• Manage customer escalations and resolve issues arising from key accounts HQ (on global issues and critical topics affecting the key accounts, not day-to-day),
• Liaise between European Distribution Center’s customer service team and sales companies, on system issues,
• Support for KPIs reporting and commercial operations,
• Support for specific KA projects, such as harmonization of our key systems, strategic collaborations with key accounts, etc.

What you bring

Your communication skills will be very instrumental in this function since you’ll be not only directly coordinating with Key Accounts with our European affiliates and global headquarters, but also with stakeholders in our European Distribution Center, and local Customer Service team. On the other hand, you’ll be also interfacing with external customers.

Experience

• At least 7 years of experience in a similar role, in dealing with business processes,
• Bachelor or Post Graduate Degree in Engineering, Business Administration, Data Analytics, or any other relevant field,
• Strong leadership track records in customer-facing roles
• Analytical skills and proficiency in using Excel and PowerBI,
• Business or any relevant certifications.

Personal competencies

• Solid understanding of commercial management (finance, contracts, etc.)
• Demonstrated solid communication and coordination skills,
• Deep analytical skills, problem-solving abilities, attention to detail, and recognized organization skills,
• Customer-oriented approach and ability to work cross-functionally and with a wide range of employees with different skills,
• Ability to negotiate with key accounts with respect and skills
• Ability to make decisions efficiently and swiftly, and to benefit the company. 

What we offer

• Independent role with the possibility to suggest new ideas, and the opportunity to work in a global, matrix structure,
• Stable employment conditions (contract of employment) together with financial bonuses
• Development opportunities: training budget, access to the LinkedIn learning platform, internal training, and much more,
• Additional benefits: private medical care, sports card, life insurance, company events, and gifts

Who we are

At WS Audiology, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful?

We can't wait to hear from you. 

WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.