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

Overview

In this global, individual-contributor role, you translate end-user feedback into actionable insights for multiple functions and govern internal knowledge and self-service content. You’ll connect data, content, and processes to drive improvements across products, services, and agents, while shaping AI-enabled customer support. This high-visibility position offers cross-functional impact and broad stakeholder collaboration within a leading audio brand.

Leistungen / Benefits

• flexible hybrid working model
• training opportunities
• professional development
• growth opportunities with individual development plans
• inclusive culture
• broad cross-functional exposure

Verantwortungsbereiche

• Translate consumer insights into actionable recommendations for Service, Product, Quality, Digital, Marketing and other teams
• Develop decision-oriented reports and dashboards to drive measurable actions
• Own strategy and governance of internal service knowledge, FAQs and self-service content
• Establish content creation, review, localization, publication and maintenance processes
• Improve content for search, self-service, chatbot, AI-assisted support and agent guidance
• Define and monitor Voice of Consumer and knowledge management KPIs
• Support launches by embedding consumer feedback and knowledge requirements

Zentrale Anforderungen

• Several years of experience in Voice of Customer and/or Consumer Insights
• Strong analytical skills to convert qualitative and quantitative feedback into action plans
• Experience managing self-service content, knowledge bases and content governance
• Experience with omnichannel customer service platforms and reporting tools
• Zendesk experience strongly preferred
• Fluent English with clear, audience-focused communication
• Experience with AI-assisted service, chatbots, Knowledge-Centered Service, localization, accessibility or search optimization would be an advantage
• Confidence working with global and multicultural stakeholders and ability to influence without formal authority
• excellent communication
• influence without authority
• stakeholder management
• Zendesk
• dashboard/reporting tools
• AI-assisted service / chatbots