Global Customer Service Excellence Manager - Demant Hearing Care

Are you passionate about good customer experiences, operational excellence, and turning data and insights into real improvements? Then this might be your next role.

Establish and lead global excellence 
Global Marketing in the Demant Hearing Care division is looking for a Customer Service Excellence Manager to establish and build a global center of excellence for contact centers. 

Today, Hearing Care markets have local contact centers, with various solutions for handling in- and outbound phone calls and interactions. As Customer Service Excellence Manager, you will define, maintain, and govern global standards to ensure high performance, efficiency, and outstanding customer experiences across all markets.

The role supports local teams in building best in class customer contact performance and is the strategic partner to markets setting direction, providing expertise, driving improvement initiatives, and ensuring consistent execution worldwide.

About Audika Group
Audika Group is the Hearing Care division of Demant - one of the world’s leading hearing care retailers, with more than 5,000 clinics across 25 markets. You will work in a highly international environment alongside purpose-driven colleagues across markets, cultures, and perspectives.

What you’ll be doing
You will collaborate closely with Contact Center Managers in our local markets and key global stakeholders. Your focus areas will include:

• Define strategy and roadmap - Define global strategy, plan and roadmap for Contact Center Excellence
• Build and govern a global framework - Develop and maintain best-practice processes, operational guidelines, quality assurance, SOPs, SLAs, performance standards, and KPIs across our markets
• Enable global/local collaboration - Develop governance framework to ensure efficient global/local collaboration, maintain consistency across markets while enabling local adaptability
• Drive performance improvement - Work with local contact center managers to identify gaps and define improvement plans (e.g., reducing handling times, improving conversion rates and service quality)
• Optimize tools and channels - Professionalize ways of working across phone, SMS, chat, and web chat to reduce leakage and improve conversion throughout the funnel
• Establish reporting and monitoring - Develop and implement monitoring and reporting setup to track operational efficiency, customer experience, agent performance - and to ensure one source of truth for local & global stakeholders
• Build capability - Develop global training programs for contact center managers and agents to improve local skills and competencies
• Create a knowledge-sharing community - Create knowledge sharing community to share insights and learnings across markets

You will get a rare opportunity to use all your skills – and grow personally and professionally together with the rest of the Global Marketing team.

About your new team 
You will join the Global Channel Management & Customer Experience Team within Global Marketing - an ambitious, engaged, and growing team. You’ll have a significant role and real influence over a central part of the customer journey.

You will be based at Demant’s global headquarters in Smørum, Denmark, in a flexible and supportive work environment - just a half-hour S-train ride from central Copenhagen.

What you bring
You are someone who bridges business and technology naturally, thrives in a fast-paced global environment, and knows how to lead through influence rather than authority. You communicate clearly across cultures, build strong relationships, and bring a structured mindset to complex, multi-market challenges.

You are equally comfortable working independently and collaborating as part of a team. You have a genuine customer-centric mindset and a talent for translating data and insights into concrete action - always with an eye for lean, efficient ways of working.

We imagine that you have:

• Experience from a global or multi-regional environment, ideally in contact center management, service operations, or customer experience
• Experience with contact center platforms such as Genesys Cloud or D365 Contact Center (an advantage, not a requirement)
• A proven track record of driving standardization and adoption of new processes or ways of working
• Strong analytical skills with the ability to work with reporting, dashboards, and forecasting
• Experience in stakeholder management and leading indirectly through influence across multiple markets
• Strong coaching and facilitation skills, with the ability to develop people and teams remotely
• Solid understanding of inbound and outbound contact center operations
• A relevant bachelor’s or master’s degree (an advantage)

How to Apply
Please send us your motivated CV as soon as possible. You do not need to upload a cover letter, but please include a description of your motivation for this position in your CV.

Application deadline: July 10, 2026.
We review applications on an ongoing basis and aim to find the right candidate before the summer holidays. Final round interviews are planned for weeks 29-30.

If you would like to know more about the position, please contact Rasmus Begtoft, Digital Marketing Director at rbeg@audika.com or +4531562705.

Please note that applications are accepted only through our online recruitment system.

We look forward to hearing from you.

At Demant we value diversity, equity, and inclusion (DE&I) and we are committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality.

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