Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
CRM & Private Domain Senior Manager (Team Lead)
You will play a pivotal role in building and leading our CRM and private domain strategy to maximize consumer lifetime value and satisfaction in Audiology Care -China. You will own the entire post-acquisition journey——from onboarding to loyalty and referral——ensuring each touchpoint delivers a seamless and engaging experience. In return for your deep expertise in CRM, WeChat ecosystem operations, and consumer lifecycle management, you will gain the opportunity to shape the future of our consumer engagement model, work closely with cross-functional and global teams, and accelerate your career growth in a leading company.
You will be based in Shanghai and report directly to the Head of AC Marketing
More about the role:
In this role, you will be the strategic and operational leader of our CRM and private domain engine. Your core mission is to design, implement, and optimize the end-to-end consumer journey to drive loyalty, satisfaction, and business growth.
More about you:
-CRM & Private Domain Strategy: Develop and execute the comprehensive CRM and private domain strategy for AC China, defining the full post-acquisition funnel and translating it into actionable roadmaps, KPIs, and execution plans.
-Consumer Journey & Lifecycle Management: Own end-to-end consumer journey design across key scenarios (onboarding, engagement, service, loyalty, referral, repurchase). Build and manage lifecycle communication frameworks across SMS, WeChat OA, WeCom, Mini-program, and call center.
-Loyalty & Referral Program Ownership: Design, optimize, and lead the loyalty system (points, tiers, benefits) and referral program end-to-end, ensuring effective mechanics and store execution.
-WeChat Ecosystem & Mini-program Management: Own the WeChat ecosystem as the core CRM platform. Lead the Mini-program roadmap and operations, including appointment booking, service records, loyalty modules, and data integration, in close collaboration with Digital and IT teams.
-NPS & Satisfaction Excellence: Own the NPS framework across all consumer touchpoints. Establish mechanisms to collect, analyze, and act on feedback to continuously improve satisfaction and driver performance.
-Data-Driven Optimization: Develop consumer segmentation, tagging strategies, automation, and dashboards to enable precision CRM. Ensure full visibility into consumer lifecycle data and funnel performance.
More about you:
1.8+ years of hands-on experience in CRM, private domain operations, loyalty programs, or digital consumer engagement, preferably in retail, healthcare, or consumer-facing industries.
2.Deep expertise in the WeChat ecosystem and proven success in managing end-to-end CRM delivery from strategy to execution and measurable results.
3.Strong analytical and data-driven mindset, with the ability to translate insights into actionable improvements and business impact.
4.Excellent cross-functional leadership skills, with experience collaborating with Operations, Digital, IT, Product, and Store teams to drive alignment and execution.
5.Proven ability to manage ambiguity, drive projects independently, and thrive in a fast-paced environment.
6.Native proficiency in Mandarin and full professional fluency in English are essential.
More about what we offer:
As one of the world’s leading hearing care providers headquartered in Switzerland, 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.
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 marketplace. We guarantee every person equal treatment in regard to 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.
