Job Description

About the role

We're looking for a strategic and commercially minded digital leader to define and scale the global digital experience for Sonova's B2B customers.

As Senior Director, B2B Journey Digitization, you will own the end-to-end digital customer journey for hearing care professionals (HCPs), including independent audiologists, ENT practices, retail chains, buying groups, and dispensing networks worldwide.

Reporting to the Chief Digital Officer, you will lead the strategy, execution, and evolution of Sonova's B2B digital ecosystem—including web, customer portals, e-commerce, ordering platforms, AI-enabled experiences, and partner engagement solutions—to create seamless customer experiences that drive adoption, loyalty, and commercial growth.

This is a highly visible leadership role at the intersection of Digital, Commercial, Marketing, Product, Data, IT, and Regional Markets.

What you'll do

Define the global B2B digital strategy

• Own the vision and roadmap for the digital customer journey across discovery, onboarding, engagement, service, and loyalty.
• Deliver consistent customer experiences across websites, HCP portals, e-commerce platforms, and connected digital applications.

Lead digital products and customer experience

• Own the global B2B digital product portfolio.
• Lead UX, digital content strategy, SEO, conversion optimization, and digital product management.
• Drive continuous improvement of customer-facing platforms.

Drive commercial growth through digital

• Partner with Commercial, Marketing, and Sales teams to digitize customer interactions.
• Increase digital adoption, self-service, repeat ordering, customer engagement, and retention.
• Develop digital capabilities supporting lead generation, onboarding, pricing, and partner enablement.

Build AI-powered customer experiences

Identify and implement AI solutions including:

• AI-assisted ordering
• Intelligent product recommendations
• Digital training and certification
• Knowledge automation
• Sales enablement tools

Lead analytics and performance

• Define KPIs across the customer journey.
• Build a data-driven operating model using customer analytics, digital insights, and performance metrics.
• Translate data into investment priorities and product decisions.

Scale global digital platforms

• Own the B2B technology ecosystem, including portals, e-commerce platforms, CRM, MarTech, CMS, customer data platforms, and analytics solutions.
• Partner closely with IT and Data teams on architecture, integrations, scalability, and platform governance.

Lead cross-functional transformation

• Collaborate with Marketing, Sales, Product, IT, Data, R&D, and Regional teams to align priorities and deliver global initiatives.
• Build governance that balances global consistency with local market needs.

Build and develop the organization

• Lead and develop a multidisciplinary global team.
• Foster customer-centric, digital-first ways of working across the organization.
• Drive organizational change and adoption of digital solutions.

Experience

• 15+ years of experience in Digital, Digital Marketing, Digital Product Management, Digital Commerce, or Customer Experience.
• Strong background in B2B digital transformation
• Experience leading global digital platforms, customer portals, or B2B e-commerce ecosystems.
• Proven success managing complex cross-functional transformation programs.
• Experience presenting to executive leadership and managing large strategic investment portfolios.
• Experience working within global matrix organizations.

Technical expertise

Strong understanding of:

• Digital Product Management
• Customer Experience (CX)
• UX/UI
• B2B e-commerce
• Customer Portals
• CRM
• CMS
• MarTech
• Customer Data Platforms (CDP)
• Digital Analytics
• AI-enabled customer experiences
• SEO and Conversion Rate Optimization (CRO)
• Platform integrations

Leadership

We're looking for someone who can:

• Influence senior stakeholders globally
• Build alignment across Digital, Commercial, Marketing, Product, and IT
• Lead organizational change
• Develop high-performing international teams
• Translate strategy into execution

Education

• Bachelor's degree in Business, Marketing, Digital, Communications, or related field
• Master's degree preferred
• MBA is a plus

Industry experience

Experience in one or more of the following industries is preferred:

• MedTech
• Healthcare
• Medical Devices
• Life Sciences
• Dental
• Other regulated B2B industries

Locations

This role can be based in Berlin, Zurich or Singapore