Missions of a Head of Customer Experience
The Head of Customer Experience is responsible for overseeing and improving all interactions between the company and its customers. His aim is to improve customer satisfaction, foster loyalty and increase engagement.
Some examples of typical Head of Customer Experience missions:
- Lead and manage a team dedicated to customer experience.
- Design and implement strategies to improve the customer experience at all touch points.
- Analyze customer feedback and customer behavior data to identify areas for improvement.
- Collaborate with other departments to ensure that the customer experience is taken into account in all aspects of the business.
The main skills and qualities of a Head of Customer Experience
- Leadership skills: As the Head of Customer Experience leads a team, he or she must be able to motivate and guide his or her team towards the achievement of objectives.
- Understanding the customer journey: We need to understand all the contact points and interactions customers have with the company, in order to identify areas for improvement.
- Excellent communication skills: Must be able to communicate effectively with different stakeholders, including customers, internal team and management.
What training and experience do you need to become Head of Customer Experience?
The route to becoming Head of Customer Experience generally consists of an academic background in marketing, commerce, business or management, often at Master's level. This is usually complemented by significant experience in customer service, marketing or a similar role.
How much does a Head of Customer Experience earn?
The salary of a Head of Customer Experience varies according to experience, company size and sector. The average salary for this position is generally between €70,000 and €120,000 gross per year.
What career paths are open to a Head of Customer Experience?
The Head of Customer Experience can progress to higher management positions within the company, such as VP of Customer Experience, or even Chief Experience Officer (CXO). Another option is to specialize in a specific area of customer experience and become an expert or consultant in that field.
