Skills & Competencies for Customer Experience Senior Manager

Customer Experience Senior Manager job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Customer Experience Senior 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 Senior 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 Senior Manager SALARY RANGE

BASE 50%
$161,974
TOTAL 50%
$184,851
Job Level
M03
Job Code
SM15000510
Education/Degree
Bachelor's Degree
Reports To
Director

Customer Experience Senior 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 Senior Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

11 general skills or competencies (Job family competencies) for Customer Experience Senior 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)
Discusses the models and roles of business data analytics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Conducts data cleaning process by removing duplicate records to ensure effective data analytics.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Partners with internal and data engineering teams to fully optimize acquisition data sources.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leads overall data analytics activities of our organization to apply decision-making techniques.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops robust analytics requirements to define algorithms and data sources for stakeholders.
See 4 More Skill Behaviors
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)
Describes the importance of call center management to meet or exceed customer service metrics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
See 4 More Skill Behaviors
3 Customer Experience Senior Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Experience Senior Manager
Proficiency Level - 4
5 Competency for - Customer Experience Senior Manager
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Customer Experience Senior 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)
Describes the importance of gathering relevant information in making informed business decisions.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Checks multiple sources to get complete and accurate information.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Asks questions and gathers the necessary information to make informed business decisions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors the overall process of records retention programs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs a system for monitoring the effectiveness of data-gathering channels.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies internal and external resources that can provide additional industry knowledge.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Provides industry knowledge and expertise to maximize departmental efficiency and performance.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Raises peers' awareness of changes in industry environment and practices.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Monitors industry changes and communicates impacts to the management team.
See 4 More Skill Behaviors
3 Customer Experience Senior Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Experience Senior Manager
Proficiency Level - 4
5 Competency for - Customer Experience Senior Manager
Proficiency Level - 5

Summary of Customer Experience Senior Manager skills and competencies

There are 0 hard skills for Customer Experience Senior Manager.
11 general skills for Customer Experience Senior Manager, Data Analytics, Call Center Management, Customer Analytics, etc.
13 soft skills for Customer Experience Senior 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 Senior Manager, he or she needs to be skilled in Gathering Information, be skilled in Industry Knowledge, and be skilled in Business Process Improvement.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.