Sr. Manager, Retail Operation

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 - Retail Operation

As Sr. Manager, Retail Operation, you will lead retail operational excellence by establishing and continuously improving retail operating standards, execution processes, and productivity across our retail network. You will ensure consistent execution and operational efficiency while supporting sustainable business growth.

You will be based in Shanghai, reporting directly to the Retail Marketing & Retail Excellence Head

More about the role:

In this role, you will be the key driver behind our retail operational excellence. Your core mission is to ensure that retail standards are consistently executed across all stores, and that operational efficiency is continuously enhanced.

· Retail Operation SOP/Tool Development & Deployment: Develop, optimize and deploy retail operation SOPs across key customer touchpoints. Ensure SOP adoption and implementation consistency, and continuously improve SOPs based on business and customer feedback. Support the development and adoption of retail tools and platforms, and drive the utilization of tools and best practices across the retail network.

· Retail Operation Standards & Governance: Develop and maintain retail execution standards and operational review mechanisms. Establish governance mechanisms to ensure consistent execution across stores. Regularly review operational effectiveness and identify improvement opportunities.

· Sales Force Efficiency and Productivity: Design, deploy and lead retail operating standards, productivity programs, scalable best practices, and process improvement initiatives across the retail network to improve store productivity and operational efficiency. Partner with National/Regional Store Operation Leadership teams to drive adoption and sustain operational improvements.

· Retail Communication-to-Stores & Deployment: Manage the communication-to-stores workstream and execution, ensuring timely and effective implementation of operational requirements.

· Retail Experience Enhancement: Lead retail experience enhancement initiatives across the retail network. Identify opportunities to improve customer experience and store environment. Benchmark industry best practices and recommend improvement actions.

· Retail Concept Localization & Deployment: Adapt global retail concepts and guidelines to local market requirements. Deliver the China retail concept book and ensure on-time adaptation. Ensure consistency of retail concept execution across retail touchpoints, monitor implementation quality, and drive continuous improvement.

· Customer Journey, Feedback & NPS Follow-up: Develop and maintain the consumer experience journey framework across retail touchpoints. Monitor implementation effectiveness and identify opportunities for improvement. Support initiatives that enhance customer engagement and experience delivery. Support NPS action planning and follow-up, ensuring customer feedback is translated into operational improvement initiatives.

More about you:

• Bachelor‘s degree or above; major in Science & Technology is a plus.
• 10+ years of retail operations experience, with experience in DTC retail chain within multinational companies.
• Rich experience in retail execution and operational governance.
• Familiar with Lean and Continuous Improvement (CI) tools.
• Process-driven with strong project management and analytical skills.
• Customer-centric mindset with empathy.
• Strong change management and stakeholder management skills.
• Be curious, drive the team for high performance, and possess systematic thinking.
• Proficient in 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.