Customer Experience Manager (CEM / CXM) jobs
This page is written for:
- Customer experience candidates. If you would like help securing a Customer Experience Manager (CEM) role and details of what that would require, read our guide below.
- Employers. If you are looking to hire a Customer Experience Manager, and are researching job description templates and salary expectations, see more detail in this guide.
Employers can also view our product design and UX recruitment services page to see other related role in this field that we recruit for.
What is a Customer Experience Manager?
A Customer Experience Manager is responsible for overseeing and managing the overall experience of customers with a company or brand. Their primary goal is to ensure that customers have a positive and satisfactory experience at every touchpoint throughout their journey.
Customer Experience Managers play a crucial role in building and maintaining strong customer relationships. They work closely with various departments such as marketing, sales, customer support, and product development, to create a seamless and consistent customer experience.
CEM main responsibilities
- Developing and implementing strategies to enhance the customer experience.
- Conducting research and analysis to understand customer needs, preferences, and pain points.
- Designing and optimising customer journeys across multiple channels and touchpoints.
- Collaborating with cross-functional teams to ensure a unified approach to customer experience.
- Monitoring customer satisfaction metrics and feedback to identify areas for improvement.
- Implementing customer feedback systems and processes to capture and address customer concerns.
- Training and educating employees on delivering exceptional customer service.
- Resolving escalated customer issues and complaints in a timely and effective manner.
- Keeping up-to-date with industry trends and best practices in customer experience management.
- Measuring and reporting on key performance indicators related to customer experience.
Overall, a customer experience manager focuses on creating a customer-centric culture within the company and continuously striving to enhance customer satisfaction, loyalty, and advocacy.
Customer Experience Manager salary
A Customer Experience Manager should expect a salary between £55,000 to £70,000 in 2023.
Read our guide:
Product design & UX salary 2023
Understanding business impact
A skilled and dedicated Customer Experience Manager can have a profound impact on a company’s success. By focusing on delivering exceptional experiences, they can:
Increase customer satisfaction
By understanding customer needs and pain points, Customer Experience Managers can implement improvements that enhance satisfaction levels, resulting in happier, more loyal customers.
Drive customer loyalty
A positive customer experience builds trust and loyalty. Satisfied customers are more likely to become brand advocates, recommending the company to others and fostering long-term relationships.
Differentiate the brand
In a crowded marketplace, exceptional customer experiences become a competitive advantage. By providing a memorable and personalised journey, companies can stand out from their competitors and leave a lasting impression on customers.
Improve customer retention
When customers have positive experiences, they are more likely to remain loyal and continue doing business with the company. Customer Experience Managers play a pivotal role in reducing churn rates and maximising customer lifetime value.
Customer Experience Manager job description
A typical Customer Experience Manager job description will read something like the below:
As a Customer Experience Manager, you ensure all touchpoints of the customer journey are engaging, efficient and effective. The main objectives of this role are to track and increase customer satisfaction, customer loyalty and referral measures, whilst reducing customer churn.
The CX’s main responsibilities are to:
- Champion opportunities to consistently improve the brand experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Understand each customer persona and their specific needs, defining a customer segmentation model
- Map the end-to-end customer journey, identifying areas for improvement
- Gather real time feedback from customers and ensure this feedback is incorporated into the sales process for an improved customer experience
- Measure Net Promoter Score (NPS) and put in place a programme to respond to feedback
- Develop and implement customer satisfaction surveys (CSAT), analysing and actioning responses
- Establish communication mediums lines between customers and the company to ensure a smooth customer experience
- Utilise CRM tools to monitor customer experience
- Test new strategies for driving customer value
- Prepare and manage annual budgets in achieving set objectives and goals
To be successful in this Customer Experience Manager role, you will:
- A Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline is preferable
- Extensive experience of stakeholder management
- Proven experience implementing new customer experience processes and standards
- Have excellent written and communication skills
- Be a confident decision maker, and open to testing and learning for better customer outcomes
What tools do Customer Experience Managers use?
Customer Experience Managers use a variety of tools to effectively manage and enhance the customer experience.
Customer feedback and survey
Tools like SurveyMonkey, Qualtrics, or Google Forms enable Customer Experience Managers to design and distribute surveys to collect valuable feedback from customers. These tools help capture insights, measure satisfaction levels, and identify areas for improvement.
Customer Relationship Management (CRM) systems
CRM systems like Salesforce, HubSpot, or Zoho CRM provide a centralised platform to manage customer interactions, track customer history, and store relevant data. They help Customer Experience Managers maintain a holistic view of customer relationships and provide personalised experiences.
Data analytics and reporting
Tools such as Google Analytics, Tableau, or Power BI allow Customer Experience Managers to analyse customer data, track key performance indicators (KPIs), and generate insightful reports. These tools help identify trends, measure customer satisfaction, and make data-driven decisions.
Customer journey mapping
Tools like Lucidchart, CX Journey, or Canvanizer facilitate the visualisation and mapping of the customer journey. Customer Experience Managers can use these tools to identify touchpoints, understand customer interactions, and identify opportunities for improvement.
Voice of the Customer (VoC) platforms
VoC platforms like Medallia, Qualtrics CustomerXM, or Verint enable Customer Experience Managers to collect and analyse customer feedback across multiple channels, including surveys, social media, and customer support interactions. These platforms help consolidate customer feedback and provide actionable insights.
Collaboration and project management
Collaboration tools such as Slack, Trello, or Asana assist Customer Experience Managers in coordinating efforts with cross-functional teams, managing projects, and tracking progress. These tools enhance communication, streamline workflows, and ensure effective collaboration.
Social media listening and monitoring
Tools like Hootsuite, Sprout Social, or Brandwatch allow Customer Experience Managers to monitor social media platforms for brand mentions, customer sentiment, and feedback. These tools help identify and address customer issues, engage with customers, and manage online reputation.
Live chat and customer support
Live chat tools such as Intercom, Zendesk Chat, or LiveChat enable Customer Experience Managers to provide real-time assistance to customers and address their queries or concerns promptly. These tools enhance customer support, foster engagement, and improve satisfaction.
Customer success management platforms
Customer success platforms like Gainsight, Totango, or ChurnZero help Customer Experience Managers proactively manage customer relationships, track customer health scores, and identify opportunities for upselling or cross-selling. These platforms focus on maximising customer value and retention.
Email marketing and automation
Tools like Mailchimp, Campaign Monitor, or Marketo assist Customer Experience Managers in designing personalised email campaigns, nurturing customer relationships, and automating targeted communications based on customer behaviour or preferences.
What skills are employers looking for in CEM's?
Employers typically look for a combination of skills and qualifications when hiring a Customer Experience Manager.
Strong communication skills
Excellent verbal and written communication skills are essential for effectively conveying information, building relationships with customers, and collaborating with internal teams.
A deep understanding of customer needs, behaviours, and preferences, along with the ability to put the customer at the center of decision-making processes.
The ability to gather and analyse data, interpret insights, and make data-driven decisions to improve the customer experience.
Being able to identify and address customer issues and challenges in a proactive and effective manner.
Leadership and collaboration
The capacity to work cross-functionally and lead teams towards a common goal of delivering exceptional customer experiences.
Empathy and emotional intelligence
The ability to understand and empathise with customers’ emotions, concerns, and frustrations, and respond with compassion and understanding.
Adaptability and flexibility
Being able to adapt to changing customer needs, market trends, and business priorities, and being open to new ideas and approaches.
Strong organisational and project management skills to effectively plan, execute, and monitor customer experience initiatives.
Familiarity with customer experience management tools, CRM systems, and analytics platforms, as well as the ability to leverage technology to enhance the customer experience.
A mindset of continuous learning and staying updated on the latest trends, best practices, and innovations in customer experience management.
While these skills are important, it’s also worth noting that employers may have specific requirements or preferences based on the industry, company culture, and the particular needs of their customer base.
Customer Experience Manager FAQs
- What is a Customer Experience Manager?
- A Customer Experience Manager ensures all touchpoints of the customer journey are engaging, efficient and effective. The main objectives of this role are to track and increase customer satisfaction, customer loyalty and referral measures, whilst reducing customer churn.
- What are the skills of a Customer Experience Manager?
- The skills required to be a Customer Experience Manager are; strong written and presentation skills. clear and effective communication style, strong attention to detail and analytical eye and a high focus on the customer, focusing on anticipating needs as well as responding to feedback.
- What is the salary of a Customer Experience Manager?
- In today's market, a salary of £55,000 to £70,000 would be expected at a Customer Experience Manager level.