Service Excellence Project Manager - Global Service

We are looking for a Service Excellence Project Manager who will join our newly established Global Service function. You will play a key role in transforming Customer Service across the hearing aid business of Demant by developing global service excellence frameworks, implementing digital and AI-supported solutions, and enabling markets to deliver best-in-class customer experience.

Working closely with colleagues across Global and Local Service teams, you will translate global ambitions into practical improvements that strengthen service quality, improve efficiency, and make it easier than ever to do business with us. By combining standardized processes, modern technology and local expertise, we are building a future-ready service organization that supports both our customers and the people who rely on our hearing solutions.

Welcome to International Sales

You will join Global Sales, Training and Service within Demant's Hearing Aids business, where close to 2,000 colleagues work every day to improve the lives of hearing-impaired people around the world. Together, we provide training and service to our sales companies across Europe, Asia-Pacific, Latin America, the Middle East and Africa, as well as to our independent distributors.

More specifically, you will become part of our newly established Global Service department consisting of 14 colleagues. Reporting to the Service Excellence Lead, you will join a team focused on defining and implementing service excellence across our global organization.

Drive Global Service Excellence

As Service Excellence Project Manager, you will lead strategic projects that strengthen Customer Service across markets through standardized processes, digitalization, automation and AI-supported solutions. You will work with local teams to co-create solutions, ensure strong buy-in, and translate global ambitions into practical, value-adding improvements that deliver impact in local markets.

Joining us, you can look forward to the following responsibilities:

• Identify opportunities to strengthen our global support setup through improved workflows, systems and AI-driven solutions that increase efficiency and scalability.
• Define what “Good looks like” in a global customer service environment.

• Drive service excellence across markets by co-developing standards, frameworks, best practices, and common Customer Service processes with local teams to ensure consistency, quality, and continuous improvement of the service experience.

• Develop and implement differentiated service models aligned with market needs and customer segmentation, leveraging self-service solutions and optimized email and phone routing.
• Drive adoption of global service solutions to improve operational efficiency and enable consistent service delivery across markets.

• Implement performance tracking frameworks including KPIs, dashboards, reporting, and customer satisfaction metrics (e.g. CSAT/NPS), enabling markets to monitor performance and steer their service activities effectively.

• Support the planning, facilitation and follow up on global Communities of Practice, strengthening collaboration and knowledge sharing between Global and Local Service teams.

Finally, you will help define the future global service setup by establishing scalable processes, governance frameworks, performance measures and digital capabilities that support operational excellence across our international markets.

To support our markets and understand the local service departments you can expect an amount of 10-15 travel days per year primarily focusing on Europe. 

Your Profile

We are looking for an experienced and collaborative profile with a good track record of proactive driving service excellence, developing commercial initiatives, or similar projects in global organizations.

You hold a relevant commercial master's degree and ideally bring around five years of experience from a similar commercial function, preferably within a larger international organization.

You thrive at the intersection of service, business, data and technology and enjoy driving projects across a global organization. Your structured and analytical approach enables you to turn insights into practical improvements, while your collaborative mindset allows you to build relationships and create engagement across cultures and organizational levels.

You will be expected to take ownership of projects end-to-end, ensuring timely delivery and solving challenges by applying and scaling best practices across markets to optimize processes, workflows, and systems.

Furthermore, we expect you to have:

• A commercial mindset, with a good understanding of how service excellence supports business performance and creates value for customers.
• Great Stakeholder management skills with the ability to influence and challenge stakeholders, including senior leadership and key stakeholders in the market.
• A data-driven approach with experience translating insights into actions and measurable improvements.
• Excellent communication and presentation skills, adapting your message to different audiences.
• Experience working with tools such as Salesforce Service Cloud, Power BI or similar customer service and analytics platforms.

How to apply

Please send your CV and cover letter as soon as possible – deadline is 9 August.

If you would like to know more about the position, you are very welcome to contact Service Excellence Lead, Martin Mønster, on +45 4149 9934.

We look forward to hearing from you.

Recruitment Process

Due to the summer holiday period, we will begin inviting candidates for interviews after the application deadline.

The first-round interviews are scheduled for 14th, 17th and 19th of August, while the final round will take place on 25th and 26th August.

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