Customer Experience Manager - Service - Military Veterans

As the Customer Experience Manager in our Service department, you are essential in creating exceptional experiences for our customers. Your role involves partnering with Sales to enhance the customer onboarding journey, providing guidance to Service staff in effective communication strategies, addressing and resolving customer concerns, and developing key performance metrics to track the success of customer experience initiatives. Your focus on these areas will drive customer satisfaction, foster loyalty, and build long-lasting relationships, all of which are vital to the ongoing success of our company. This position can be based either near our US Headquarters office in Columbia, MD or our DFW-area office, but Maryland is preferred.
Your tasks

• Design and implement comprehensive customer experience strategies that maximize the value customers receive from our products and services, driving long-term loyalty and satisfaction.
• Establish and track key performance indicators (KPIs) for customer satisfaction, setting ambitious targets and working collaboratively to achieve them.
• Conduct in-depth analysis of customer satisfaction surveys, product feedback, and usage data to identify areas for improvement and optimize our service delivery, ensuring it meets evolving customer needs and expectations.
• Establish key metrics to assess and track improvements in customer satisfaction.
• Design and execute customer loyalty programs, including reward systems or value-added services, to enhance the long-term relationship with key clients.
• Oversee the complaint ticket management process, ensuring timely follow-up and resolution by the responsible parties.
• Assist in customer experience improvement projects for other departments as needed, contributing to cross-functional initiatives.
• Support Service department process improvement projects to enhance operational efficiency and customer outcomes.

Exciting insights into Rohde & Schwarz

Our colleagues provide insider information about:

• Daily adventures and challenges
• Our passionate team
• The technologies behind the innovative projects and solutions

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Your qualifications

• Bachelor's degree in business administration, Marketing, or related field, or equivalent experience (5+ years) in a direct Customer Experience Management role
• Excellent verbal and written communication skills
• Experienced in training and coaching others in effective communication techniques
• Strong analytical skills, with the ability to analyze data, identify trends, and develop solutions to drive improvement
• Strategic thinking, with the ability to develop plans for driving business growth through customer experience enhancements
• Project management skills, with experience in implementing new initiatives and processes
• Familiarity with CRM tools and customer feedback platforms
• Experience with customer journey/onboarding process implementation
• Certification in Certified Customer Experience Professional (CCXP) is a plus
• Knowledge of RF Test Equipment market is a plus
• Ability to Travel up to 10%, including international travel
• To be considered, candidates must be located in the US and have valid US work authorization.

Interested?
We are looking forward to receiving your application!

The total compensation for this position is $85K-$125K. Total compensation includes base salary, variable pay (when applicable) plus benefits. The range is determined by the position, geographic location and level. Individual pay within the range is determined by several factors including location, education or training, relevant work history, sales incentive structure and job-related skills.

We promote equal opportunities and welcome applications from people with and without disabilities. We offer an inclusive work environment where all individuals can develop their skills and talents regardless of gender, nationality, ethnic and social background, religion, worldview, age, sexual orientation, identity, and other characteristics.
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Rohde & Schwarz is a global technology company with approximately 14,000 employees and three divisions: Test & Measurement, Technology Systems and Networks & Cybersecurity. For 90 years, the company has been developing cutting-edge technology, pushing the boundaries of what is technically possible and enabling customers from various sectors such as business, government and public authorities to maintain their technological sovereignty.