WHAT DOES A CUSTOMER EXPERIENCE MANAGER DO?

Published: September 10, 2024 - 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
Relevant Information
What Does A Customer Experience Analyst Do?