The missions of a Customer Experience Manager
ACustomer Experience Manager (CEM) is responsible for creating exceptional customer experiences to improve brand satisfaction, loyalty and recommendation. He or she is responsible for planning and implementing initiatives to enhance the customer experience at every brand touchpoint.
Here are a few examples of typical Customer Experience Manager tasks:
- Implement a coherent, attractive customer experience strategy.
- Collaborate with various teams (marketing, sales, customer service) to implement this strategy.
- Analyze data from customer satisfaction surveys and key performance indicators.
- Organize customer experience training workshops for all staff.
The main skills and qualities of a Customer Experience Manager
- Strong analytical and problem-solving skills
- Excellent communication and negotiation skills
- Ability to work effectively in and across teams
- Strong customer focus
- Ability to manage several projects simultaneously
What training and experience do you need to become a Customer Experience Manager?
Adegree in marketing, business, psychology or a related field is often required. Significant experience in customer service, marketing or product management is also important.
Job opportunities
ACustomer Experience Manager can progress to management positions such as Head of Customer Experience or VP of Customer. They can also specialize in areas such as user experience (UX) or experience marketing.
How much does a Customer Experience Manager earn?
Theaverage gross annual salary for a Customer Experience Manager in France is between €45,000 and €70,000, depending on experience and company size.
What career paths are open to Customer Experience Managers?
ACustomer Experience Manager can progress to senior management positions, such as Head of Customer Experience or VP of Customer. They can also specialize in areas such as user experience (UX) or experience marketing.
