Skills & Competencies for Customer Experience Manager

Customer Experience Manager job profile

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JOB SUMMARY for Customer Experience Manager

Manages the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.

JOB RESPONSIBILITIES for Customer Experience Manager

Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback. Oversees the development of a continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments and develop and implement a roadmap of customer experience goals. Communicates and evangelizes a customer experience vision and defined goals to stakeholders that drive a consistent end-to-end customer experience across the organization.

Customer Experience Manager SALARY RANGE

BASE 50%
$113,664
TOTAL 50%
$122,750
Job Level
M02
Job Code
SM15000509
Education/Degree
Bachelor's Degree
Reports To
Director

Customer Experience Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Experience Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Customer Experience Manager

1 Job Family Competencies – Data Analytics
Proficiency Level -3
Skill definition-Applying techniques and processes in examining and evaluating raw data to derive conclusions to support business decision-making.
Level 1 Behaviors
(General Familiarity)
Lists the steps on how to run and develop data analytic models.
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Level 2 Behaviors
(Light Experience)
Identifies opportunities for data analytics process improvement and automation.
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Level 3 Behaviors
(Moderate Experience)
Uses data analytics for all reporting to meet user requirements.
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Level 4 Behaviors
(Extensive Experience)
Performs data quality audits to ensure compliance with custom analytic deliverables.
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Level 5 Behaviors
(Mastery)
Establishes performance metrics focused on Data Analytics to track optimization opportunities.
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2 Job Family Competencies – Call Center Management
Proficiency Level -3
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental metrics and techniques in call center management.
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Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
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Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
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Level 4 Behaviors
(Extensive Experience)
Oversees customer service delivery to ensure script adherence, call integrity, and proper phone technique.
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Level 5 Behaviors
(Mastery)
Develops policies and practices to deliver the highest degree of customer service and retention.
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3 Customer Experience Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Experience Manager
Proficiency Level - 4
5 Competency for - Customer Experience Manager
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Customer Experience Manager

1 Core Competencies – Gathering Information
Proficiency Level -3
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Lists the principles and procedures of gathering information.
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Level 2 Behaviors
(Light Experience)
Determines the source of information to verify its reliability.
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Level 3 Behaviors
(Moderate Experience)
Uses survey results to identify areas that need improvement within our business.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement of our business's records retention program.
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Level 5 Behaviors
(Mastery)
Establishes procedures for gathering information to anticipate future customer or business needs.
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2 Core Competencies – Industry Knowledge
Proficiency Level -3
Skill definition-Demonstrating thorough knowledge of the industry's value chain, business, issues, trends, etc., and the ability to apply them appropriately.
Level 1 Behaviors
(General Familiarity)
Lists the industry's key players and leading companies.
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Level 2 Behaviors
(Light Experience)
Gathers market and customer needs to provide input for product and service solutions.
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Level 3 Behaviors
(Moderate Experience)
Provides industry knowledge and expertise to maximize departmental efficiency and performance.
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Level 4 Behaviors
(Extensive Experience)
Monitors the industry regulatory trends and changes to ensure compliance.
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Level 5 Behaviors
(Mastery)
Leads the research and discussion on industry-specific issues and challenges.
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3 Customer Experience Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Experience Manager
Proficiency Level - 4
5 Competency for - Customer Experience Manager
Proficiency Level - 5

Summary of Customer Experience Manager skills and competencies

There are 0 hard skills for Customer Experience Manager.
11 general skills for Customer Experience Manager, Data Analytics, Call Center Management, Customer Analytics, etc.
13 soft skills for Customer Experience Manager, Gathering Information, Industry Knowledge, Business Process Improvement, etc.
While the list totals 24 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Experience Manager, he or she needs to be skilled in Gathering Information, be skilled in Industry Knowledge, and be skilled in Business Process Improvement.

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