Global Customer Experience & Service Manager

retarus GmbH; Secaucus (NJ); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Vacation and sick days

Flexible/hybrid work

Childcare contribution and birth bonus

Employee referral bonus

Parental leave

Public commute tax program

Team events

Office snacks

Gym in the office

Job summary

Retarus is seeking a Customer Service Manager to lead national and international service teams, ensuring high customer satisfaction and end-to-end service delivery. You will coordinate with technical groups to resolve incidents and act as the main liaison for customers during service lifecycles.

The role requires a commercial or technical degree, 3+ years in IT service management, ITIL familiarity, and strong communication skills. English fluency is essential; additional languages are a plus.

Qualifications

• Commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or related field.
• At least 3 years of professional experience in Service Management, ideally within an IT-driven environment.
• Solid understanding of IT service management principles and processes.
• Experience with ITIL or ISAE 3402 and leading teams or projects.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Act as the primary point of contact for selected national and international Service Management customers.
• Ensure high customer satisfaction and deliver an excellent end-to-end customer experience.
• Serve as the central interface between customers, Service Management, and technical teams.
• Oversee the full technical customer lifecycle and ensure consistent, high-quality service delivery.
• Monitor KPIs and contractual targets and ensure adherence to defined service standards.
• Prepare service reports and lead service review meetings with customers and internal stakeholders.
• Coordinate internal and external communication throughout the customer lifecycle and during incidents.
• Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas.

Skills

Customer relationship management

Analytical skills

Communication skills

Team leadership

Education

Bachelor's degree in Computer Science, Business Informatics, Engineering or related field

Tools

ITIL

PRINCE2

Job description

Retarus is seeking a Customer Service Manager to lead national and international service teams, ensuring high customer satisfaction and end-to-end service delivery. You will coordinate with technical groups to resolve incidents and act as the main liaison for customers during service lifecycles.

The role requires a commercial or technical degree, 3+ years in IT service management, ITIL familiarity, and strong communication skills. English fluency is essential; additional languages are a plus.