WHAT DOES A CUSTOMER EXPERIENCE MANAGER DO?
Reviewed under Editorial Standards by Lam Nguyen

Updated: Jan 13, 2025 - The Customer Experience Manager oversees a team of customer relations and support agents, ensuring superior interaction through email, social media, and live chat. Responsibilities include managing high volumes of customer communications, executing re-engagement campaigns, and developing strategies to enhance customer satisfaction and retention. Expertise in customer journey surveys, NPS process, and performance management is applied to drive continuous improvement and operational excellence.

A Review of Professional Skills and Functions for Customer Experience Manager

1. Customer Experience Manager Duties

  • FAQ Management: Own and ensure FAQ system articles are up-to-date and accurate.
  • Weekly Reporting: Generate weekly reports on customer issues and pain points.
  • Monthly Reporting: Generate monthly reports detailing KPI performance.
  • Data Analysis: Generate and analyze key reports, providing data to internal and external stakeholders.
  • Collaboration: Collaborate with customers, internal groups, and vendors to optimize tools and processes.
  • Process Improvement: Establish and communicate procedures to enhance departmental efficiencies.
  • Issue Management: Manage and mitigate refunds, complaints, returns, and chargebacks.
  • Direct Support: Work directly in customer support during initial team growth.
  • Performance Reviews: Conduct annual performance evaluations of team members.
  • Product Knowledge: Stay knowledgeable about product offerings and transfer knowledge to staff.

2. Customer Experience Manager Details

  • Department Management: Manage day-to-day operations of the Customer Loyalty department.
  • Staffing Initiatives: Drive creation of staffing plans, schedules, and quality/process changes.
  • Training & Mentoring: Onboard, train, and mentor all new hires.
  • Talent Development: Ensure ongoing training, mentoring, and coaching of staff.
  • Issue Management: Manage customer issues and projects, ensuring resolution and satisfaction.
  • Product Updates: Keep the customer loyalty team informed on product changes and roadmaps.
  • Customer Delight: Develop “surprise and delight” experiences for customers.
  • CX Improvement: Drive customer experience improvements with metrics and examples.
  • Documentation Management: Ensure all departmental documentation is up-to-date and maintained.
  • CRM Enhancement: Participate in the design and enhancement of CRM.
  • CRM Ownership: Own and serve as primary contact for CRM system issues.

3. Customer Experience Manager Responsibilities

  • Team Management: Manage a team of customer relations and support agents.
  • Customer Interaction: Oversee customer interactions via email, social media, and live chat.
  • Query Handling: Handle customer queries while maintaining excellent service.
  • Volume Management: Manage a high volume of customer emails and live chats.
  • Re-engagement Campaigns: Perform customer re-engagement campaigns.
  • Resolution Strategy: Create a customer resolution strategy for retention and satisfaction.
  • Customer Insights: Monitor customer happiness and retention.
  • Survey Management: Own day-to-day operations of customer journey surveys.
  • NPS Expertise: Provide technical expertise on all aspects of the NPS survey process.
  • CX Performance Management: Manage the customer experience performance programme.
  • Insight Application: Ensure insights are actioned to improve key customer journeys.

4. Customer Experience Manager Accountabilities

  • Team Management: Manage a team of CX Account Managers for industrial distributors.
  • Coaching Skills: Coach and mentor team for process consistency and best practices.
  • Relationship Building: Build solid relationships with customers, sales, and internal teams.
  • Performance Tracking: Daily/weekly tracking and analysis of key performance metrics.
  • Data Analysis: Conduct data analysis and mining for group support.
  • Goal Setting: Work closely with the team to set business-supportive goals.
  • Cross-Functional Coordination: Coordinate with Sales and Operations to meet customer requirements.
  • Issue Resolution: Act as escalation point for customer issues.
  • CX Design: Define and design customer experience across all lifecycle touchpoints.
  • Journey Creation: Work with stakeholders to create and improve customer journeys.
  • KPI Monitoring: Monitor key customer experience KPIs.
  • CX Research: Establish CX research practices to inform and lead improvements.
  • Customer Research: Lead customer research programs and translate findings into actions.
  • Customer Centricity: Encourage customer centricity and design thinking across the organization.

5. Senior Customer Experience Manager Functions

  • Support and Operational Performance Monitoring: Monitor the support and operational performance of Earner customer activities, recommend improvements, and ensure delivery aligns with experience targets and budget.
  • Onboarding and Support Strategy Development: Develop the Earner onboarding and support strategy, recommend improvements, and ensure alignment with the business strategic direction and sustainable growth.
  • Stakeholder Alignment Management: Proactively manage ANZ and APAC CommOps stakeholders, support issue resolution, and ensure alignment of strategy and plan.
  • Decision-Making Facilitation: Facilitate decision-making by outlining options, recommendations, and trade-offs for Earner CX solutions, ensuring informed decisions.
  • CX Team Leadership and Development: Manage, develop, and lead the Earner CX team, recommend improvements, and invest in team member competency and career growth.
  • ANZ CommOps Leadership Representation: Represent ANZ CommOps at senior stakeholder discussions and forums, support decision-making and strategic initiatives.
  • Data Analysis for Improvement: Analyze customer and operational data, identify opportunities for improvement, and recommend actionable changes based on insights.
  • Industry Best Practices Application: Stay ahead of industry developments, recommend the application of best practices, and ensure continuous improvement in operations.
  • Business Metrics Management: Monitor business and operational metrics, recommend improvements, and support ongoing initiatives with a continuous improvement mindset.
  • Service Procedures Development: Collaborate with internal stakeholders, recommend enhancements, and develop service procedures, policies, and standards for maintaining a world-class customer experience.

6. Senior Customer Experience Manager Job Description

  • Strategy Development: Assist and help lead the strategy for customer experience delivery across business unit contact center operations modernization initiatives
  • Experience Vision: Build, drive, and execute a user experience vision and strategy for experiences within the Cognitive AI portfolio of projects in concert with overall CX strategy
  • Stakeholder Collaboration: Work in collaboration with stakeholders to ensure customer centricity to consistently deliver end-to-end customer experiences in accordance with the overall customer experience strategy
  • Experience Standards: Develop and drive high standards for driving a premium and consistent customer experience
  • Usability Testing: Conduct usability testing on a regular basis
  • Product Monitoring: Drive efforts related to ongoing monitoring, stabilization, and improvements for all Cognitive AI products
  • Metric Tracking: Collaborate with the UX team to define and track success metrics measuring customer experience (e.g., CSAT, NPS) for all Cognitive AI products
  • Data Analysis: Assist and lead efforts to work with a variety of data sets to integrate information and identify trends that result in actionable insights for improvement to Cognitive AI performance and customer experience
  • Effectiveness Monitoring: Monitor effectiveness, recommend improvements, and support the ongoing utilization of all Cognitive AI products, including Intelligent Agent Voicebot

7. Customer Experience Manager Overview

  • Customer Care Management: Manage Customer Care team through benchmarking on phone and email correspondence, and reporting on recovery strategies to deliver the best possible experience for customers
  • Team Development: Develop team through coaching techniques, particularly around building out customer experience initiatives based on understanding analytics and trends
  • Process Improvement: Identify process gaps and work to make improvements across day-to-day tasks, minimizing workload, and maximizing the customer experience
  • Data Integration: Integrate feedback and analyze data across multiple customer channels to generate compelling customer narratives and feedback to appropriate business stakeholders
  • Service Procedures: Develop and build on existing service procedures, policies, and customer service standards in line with overall business objectives
  • Thought Leadership: Champion growth and improvement new thought processes by ensuring education on innovation and industry best practices
  • Change Management: Manage periods of change and guide the team with positive leadership
  • Performance Monitoring: Make effective use of company tools to monitor team performance, quality, and target achievement
  • Development Needs: Understand development needs and provide coaching and support
  • Recruitment Collaboration: Collaborate with the recruitment team in the hiring process and onboarding of new team members
  • Cross-Department Collaboration: Collaborate with all departments to ensure an excellent experience for businesses
  • Process Control: Control processes and resolve conflicts

8. Customer Experience Manager Details and Accountabilities

  • Accountability Building: Build accountability and ownership at all levels regarding a customer-centric culture
  • Touch Point Consistency: Ensure all customer 'touch points' are identified and that a consistent and valuable message is always delivered to the customer
  • Effective Communication: Demonstrated track record of effective communication with technical and business leaders at all levels and enjoy working with a fast-paced team
  • Cross-Functional Collaboration: Collaborate effectively with supply chain, sales, and operations to ensure prompt and accurate order processing and delivery
  • Team Coaching: Coach team members to ensure they demonstrate excellent communication, professional etiquette, and problem-solving skills for achieving operational goals
  • Expectation Setting: Driving personality to set clear expectations, monitor progress, and provide feedback
  • Recruitment and Development: Recruit, mentor, and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment
  • Training and Development: Ensure proper direction, development, and training for all Customer Service Reps across all products
  • Feedback System Development: Develop a system for customers to provide feedback and ensure actionable changes are made from this input
  • Order Metrics Analysis: Create and analyze order to shipping metrics to determine service effectiveness, identify and eliminate barriers, and make recommendations for improvement
  • Solution Implementation: Analyze current state and implement solutions that empower team members with appropriate controls to solve customer issues
  • Core Values Compliance: Comply with and demonstrate core values of the organization
  • Performance Metrics: Ensure employee expectations are conveyed and measured to drive key performance targets, business goals, and objectives
  • KPI Establishment: Establish KPI metrics and dashboard to evaluate performance drivers

9. Customer Experience Manager Tasks

  • Feedback Point of Contact: Be the point of contact for customer experience feedback in the Region
  • Customer Relationship Management: Provide a high level of customer experience with a focus on building a relationship of trust and enthusiasm through the customer journey
  • Gap Analysis: Collaborate with different teams and functions to capture gaps in customer experience to continuously improve performance
  • Initiative Support: Support planning, coordination, and monitoring of customer experience initiatives
  • Customer-Focused Attitude: Maintain a positive, customer-focused attitude
  • Trend Analysis: Monitor and analyze customer concerns and opportunities, proactively identify trends and patterns, and continually look for ways to improve the Customer Experience
  • Process Improvement: Actively contribute to drive process development and improvement in all touchpoints of the customer journey
  • Inquiry Resolution: Effectively resolve customer inquiries
  • Stakeholder Communication: Communicate with relevant stakeholders to arrange internal meetings in preparation for customer meetings
  • Meeting Leadership: Lead, as required, the customer experience meetings with the accounts within the Region of responsibility
  • Journey Mapping Support: Support the Customer Journey Mapping activities in the Region and Globally
  • Program Navigation: Navigate multiple programs to effectively address customers’ requests
  • Knowledge Base Support: Support document knowledge in the internal knowledge base

10. Customer Experience Manager Roles

  • Customer Advocacy: Represent customer’s position and perspective and assist in the development and management of the customer account plan
  • Business Growth: Pursue growth opportunities and gain market share via new business or business expansion
  • Cost Reduction: Generate innovative solutions that will drive cost containment or reduction
  • Data Accuracy: Maintain focus on functional and tactical responsibilities to ensure all customer lane/award specific, daily load targets, COM, and pricing data are correct and updated
  • Forecast Management: Manage weekly/monthly forecasting process to include positive or negative gap identification, root cause analysis, and resolution planning
  • Team Leadership: Ensure morale and cohesiveness of the team by leading in a manner that promotes an environment that is energized and motivated to deliver operational excellence for the customer and the business
  • Attendance and Behavior: Maintain consistent attendance while exhibiting behavior in alignment with core values
  • Implementation Coordination: Coordinate launch efforts for customers completing implementation
  • Adoption Assistance: Assist customers through the adoption of OpenCounter
  • Product Integration: Connect existing clients with new OpenCounter products, features, and functionality
  • Contract Administration: Administer contract renewals for prospective and existing customers
  • Project Scoping: Lead project scoping discussions with prospective and existing customers
Editorial Process

Lamwork content is developed through structured review of publicly available job postings and documented hiring trends.

Editorial operations are managed by Thanh Huyen, Managing Editor, with research direction and final oversight by Lam Nguyen, Founder & Editorial Lead. Content is periodically reviewed to reflect observable labor market changes.

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