About this role
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. Senior Manager, Customer Marketing (Team Lead) As the Senior Manager, Customer Marketing, China, you will lead AC China's CRM and private domain engine to maximize Consumer Lifetime Value (CLV) and satisfaction. You will own the entire post-acquisition value chain — from onboarding new members to fostering repeat purchases and passionate referrals. You will shape how consumers experience our brand, one personalized interaction at a time. Build and execute a comprehensive CRM and private domain strategy for China, defining the full consumer funnel: Onboarding → Engagement → Attendance → Service → Loyalty → Referral → Repurchase. Translate strategy into roadmaps, KPIs, and execution mechanisms. More about the role: CRM & Private Domain Strategy
• Build the comprehensive CRM and private domain strategy for AC China. • Define the full post-acquisition funnel: Onboarding → Engagement → Attendance → Service → Loyalty → Referral → Repurchase. • Translate strategy into roadmaps, KPIs and execution mechanisms. Consumer Journey Design & Lifecycle Management
• Own end-to-end consumer journey design across key scenarios (new members, first visit, post-service follow-up, cross-sales/upsell, upgrade, loyal members, referrals). • Ensure each journey has clear triggers, content logic, channel mapping and measurable outcomes. • Build lifecycle communication frameworks across SMS, WeChat OA, WeCom, Mini-program and call center. Loyalty & Referral Program
• Design and optimize the loyalty system: points, tiers, benefits, rewards, engagement tasks. • Lead the referral program end-to-end: mechanics, reward rules, store execution, etc. WeChat Ecosystem & Mini-program
• Own WeChat ecosystem operations (Mini-program + WeCom) as the primary CRM platform. • Lead Mini-program roadmap and execution: appointment, purchase/service records, referral module, loyalty center, points, review tasks, etc. • Work with Digital/IT to ensure smooth user flow, tagging, data integration and platform stability. NPS Excellence
• Own the NPS framework along the consumer journey across channels and touchpoints. • Build mechanisms to collect, monitor, analyze and improve satisfaction and NPS drivers. • Translate NPS insights into actionable improvements. Data, Segmentation & Optimization
• Develop segmentation, tagging, automation and dashboards to support precision CRM. • Track consumer funnel data and full visibility of the consumer lifecycle. More about you: Education & Experience
• Bachelor's degree or above in any discipline • 8+ years of experience in CRM, private domain operations, or loyalty program management • Deep knowledge of WeChat ecosystem and Mini-program operations • Proven success in end-to-end delivery (strategy → execution → result) Competencies
• Strong cross-functional leadership — able to align Operations, Digital, Product, and Store teams • Data-driven mindset with exceptional ownership and execution capabilities Skills
• Fluent in Chinese and English 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.