Manager, Customer Experience Job Description

Manager, Customer Experience Job Description

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Manager, customer experience provides routine and ad-hoc reporting using T-SQL, Access, Excel, Microsoft Reporting Services needed to standardize critical reporting.

Manager, Customer Experience Duties & Responsibilities

To write an effective manager, customer experience job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, customer experience job description templates that you can modify and use.

Sample responsibilities for this position include:

Data integrity and completeness of day-to-day information from RBI & Workday into the Kronos system
Maintain system and assist with issues and requests as necessary
Serve as a liaison between Kronos and various support teams for problem resolution within Kronos
Provide on-going support for various facets of store scheduling to ensure business success based on proper staffing
Review and recommend improvements to current workflows and future processes
Ensure consistent application of Company policies and procedures
Develop and execute strategies to drive revenue growth, engagement, customer satisfaction and retention
Lead banking teams to expand customer value propositions through utilization of self service options, improved technical knowledge/support and resolution of customer issues/requests
Develop and coach multiple managers and associates to deliver an exceptional customer experience and achieve high performance metrics
Understand competitive analysis and utilize industry insights to capitalize on best practices

Manager, Customer Experience Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Manager, Customer Experience

List any licenses or certifications required by the position: PMP, CCXP, CX, CAFM, LEAN, ITIL, ITSM, PMI, CAFS, AWS

Education for Manager, Customer Experience

Typically a job would require a certain level of education.

Employers hiring for the manager, customer experience job most commonly would prefer for their future employee to have a relevant degree such as Associate and Collage Degree in Business, Marketing, High School Education, Education, MBA, Engineering, Business/Administration, Management, Communications, Computer Science

Skills for Manager, Customer Experience

Desired skills for manager, customer experience include:

Processes management
Emerging industry trends and programs constantly
Excel
SPSS
PowerPoint
Quantitative reporting tools
Microsoft Office Applications at the advanced level
MS Office
Microsoft Office
Excel and SQL

Desired experience for manager, customer experience includes:

Possess typical manual dexterity and hand-eye coordination
Exert up to 10 pounds of force occasionally - lift, carry, push, pull or otherwise move objects
Process owner for critical processes within contact center operations
Responsible for meeting departmental performance metrics and quality targets
Responsible for managing call center associates and managers through the performance management process
Strategic planner who will collaborate with call center support staff to develop and implement new policies

Manager, Customer Experience Examples

1

Manager, Customer Experience Job Description

Job Description Example
Our company is growing rapidly and is looking for a manager, customer experience. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, customer experience
  • Use business analytics and intelligence to provide insight to relevant stakeholders to create and drive change to improve the Customer Experience
  • Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back office tools for your team
  • Directly manage the talent lifecycle for your team, including onboarding, assessment, & retention, career development, succession planning and recognition
  • Drive product & program quality improvements based on Customer feedback, using both qualitative stories and quantified data, along with regular core Customer Experience performance measurements
  • Drive people, process, and technology improvement initiatives to optimize the Customer Experience from end-to-end, both for customers and our team
  • Advocate on behalf of the Customer to ensure a consistent and valuable experience for each Customer
  • Manage training and preparation related to new product or service offerings
  • Provide actionable data-driven insights and recommendations that will drive improved customer experiences and loyalty
  • Develop a reliable and actionable customer and competitor experience listening and measurement system along with supporting operating mechanisms and infrastructure
  • Create robust Net Promoter loyalty driver and economic models including key moments, emotions, values, and behaviors that drive customer purchase, recommendation, and retention action
Qualifications for manager, customer experience
  • Very technology savvy
  • Provide a platform for the customer experience, and where necessary, challenge business and support functions
  • A genuine passion for the customer and a good grasp of how to develop and flex service propositions to deliver cost optimal customer excellence
  • Knowledge of working across a large organisation with the ability to drive implementation at pace
  • Proven ability to identify and develop business requirements, based on complex data/insight, and incept and manage change effectively
  • Thrive under pressure within fast moving results / orientated culture
2

Manager, Customer Experience Job Description

Job Description Example
Our innovative and growing company is hiring for a manager, customer experience. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer experience
  • Identify urgent issues or discrepancies within the data and communicate to management
  • Meet daily, monthly, quarterly and annual reporting deadlines
  • Confer with customers about issue resolution and to obtain details of complaints
  • Provide a high level of customer service to foster a more symbiotic relationship, improving client perceptions by creating a culture of proactive problem resolution
  • Log all customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
  • Develop and execute fully integrated engagement plans for target grower segments, retailers and distributors
  • Ensure the provision of the right tools, tactics, and content to the right customer, at the right time
  • Ensure the delivery of a positive, differentiated customer experience that will lead to fully engaged and loyal customers
  • Directs CAO and USCM in understanding current-state customer experience for owned lifecycle stages
  • Create and maintain proposition definition documents for core services, products, tools and activities
Qualifications for manager, customer experience
  • A good understanding of the regulatory requirements and rules around complaints handling
  • Must have thorough understanding of measuring impact of digital / CRM including social analytics, SEO measurement/management, digital/mobile metrics
  • 6 years of experience with proven track record in customer experience management in large MNC ie
  • The role requires a broad knowledge of the service life cycle, including enrollment, new business, policy owner service, commissions and claims
  • Experience with journey mapping
  • Experience leading focus groups and gathering both quantitative and qualitative feedback
3

Manager, Customer Experience Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of manager, customer experience. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer experience
  • The Customer Experience Manager reviews, monitors and analyzes interactions between customers and the organization throughout the customer lifecycle by evaluating associate calls and partnering with business to identify process improvements
  • Creation and execution of customer relationship programs and strategy
  • Maintain compliance of all company policy & procedures including Health & Safety
  • Deliver Brand visual proposition guidelines are executed to an exceptional level
  • Collaborate with cross-functional teams in global programs to engage our Independent Consultants in the customer experience program
  • Represent and champion the voice of the customer to ensure a customer-centric approach
  • Lead programs with our CEM vendor and cross-functional teams to deliver additional survey touch points
  • Identify and leverage opportunities for training for our Independent Consultants, based on customer feedback
  • Create and execute employee engagement programs
  • Manage assigned employees, including hiring, evaluating, training, performance management, motivating, coaching, and developing goals and procedures to ensure the achievement of targets
Qualifications for manager, customer experience
  • Knowledge of and hands-on experience working on the Salesforce.com platform, or on other CRM packages (Microsoft CRM, SAP CRM, SalesLogix, Oracle On-Demand)
  • The ability to act on own initiative and exercise creativity in problem solving, coordinating a wide variety of solutions into projects
  • Five (5) to seven (7) years servicing experience in auto-finance experience required
  • Strong analytical, training, and mentoring skills
  • Ability to solve complex problems and takes a new perspective using existing solutions
  • Strong analytical skills with regard to evaluating system and process functionality
4

Manager, Customer Experience Job Description

Job Description Example
Our company is looking for a manager, customer experience. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, customer experience
  • Participate in industry customer service forums to help benchmark competitive performance and key drivers
  • Vendor Management as needed including JDPower, Medallia and other necessary vendors
  • Participate in companywide strategic initiatives
  • Be the voice of the customer and champion a “customer first” mindset throughout the organization
  • Build internal relationships with relevant teams (Global Customer Operations, Product, Brand, Online Marketing teams, Merchandising, Media, Finance etc…)
  • Through shared services team, maintain relationship with call center management teams to drive performance and develop a customer-centric cultured while ensuring SLAs and critical metrics are met
  • Develop ongoing action plans and drive continuous improvement across the customer’s experience with various touchpoints
  • Triage and call out customer service gaps and challenges to responsible teams/individuals within the organization
  • Work with partners, , Customer Operations, eCommerce, Marketing, and vendors to find opportunities to improve Net Promotor Score (NPS), decrease Dissatisfaction with Agents (Agent DSat) and increase customer repeat rate
  • Partner with Customer Operations, Finance and Watch the Funds teams in order to drive down costs of refunds to customers
Qualifications for manager, customer experience
  • Fluency in Czech and English language is a must
  • Experience leading teams (around 40 employees)
  • Proactive, positive and dynamic personality
  • Experience in a store
  • Deep knowledge of the Retail environment
  • Excellent interpersonal and multicultural communication skills
5

Manager, Customer Experience Job Description

Job Description Example
Our company is looking for a manager, customer experience. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, customer experience
  • Focussing on the customer in terms of service and delivery requirements and improvements in customer experience
  • Working as part of the OpEx Leadership team in continuously improving the new OpEx organisation that supports the customer and front line sales effectively and efficiently, by eliminating non-value added activity, sharing best practice and combining support to Auto and Industrial where operationally practical
  • Championing and implementing continuous improvement of processes and systems and supporting their effective use
  • Co-ordinate the team to identify and prioritise process and performance improvement opportunities in our European business, across all process areas in scope for the Operational Excellence organisation (identified via elements such as CC healthchecks, operational dashboards, Live Customer Feedback and / or analytics)
  • Drive the Digital Agenda for Europe and Africa including the implementation of key initiatives
  • Drive standardisation and continuous improvement in partnership with GBS
  • Support the Op Ex Director in developing and tracking implementation of the Op Ex Strategy
  • Understand ,support budgetary requirements to increase the store profitability
  • Partner with OM & ICM & implement action plans to minimize shrink and improve store compliance
  • Be a sought-out and trusted Marketing Business Partner to Sales and BTx colleagues
Qualifications for manager, customer experience
  • Will identify and work on areas of improvement at BPO across various skills to achieve Brand KPIs performance
  • A minimum of 4 years store management or central store support experience in either department store or specialty store environment
  • Innovative and collaborative approach to problem solving to achieve business results
  • Bachelor’s degree in Business Administration, Finance, Accounting, or other financial or analytical field required
  • MBA or Master’s in Finance and advanced finance/accounting classes preferred
  • At least five years of management expertise in a call center environment

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