A customer experience manager is a person who works for a business or company and analyzes the needs and desires of customers in order to develop strategies to keep them loyal to the brand. Beyond simple loyalty, the customer experience manager aims to turn customers into brand ambassadors for the product, service, or company, spreading the word about the company to others who might be interested in its products or services. This manager’s primary goal is to increase company profits, but developing strategies to make customers happier and more satisfied is a byproduct of that process.
The customer experience supervisor’s role is constantly changing, and his or her specific job responsibilities can vary depending on the type of company for which he or she works. One of the primary responsibilities of most people in this role is to analyze products, purchasing trends, and the venues through which customers make purchases. The manager will try to learn as much as possible about customer buying habits and experiences with the company so that changes can be made to increase brand loyalty. Customers who are extremely loyal to a brand are more likely to become brand advocates, spreading the word about the product or service to others and expanding the company’s sales market.
Unlike a customer service manager, or CRM, the customer experience manager may or may not interact with customers directly, though this may be a requirement of the job. This manager is more likely to look at data, feedback, and research related to the company’s sales and purchases. He or she may also collaborate closely with the marketing or advertising departments to create ad campaigns that are tailored to the customer’s wants and needs. Customers will be satisfied on a daily basis by the CRM; in the long run, the customer experience manager will be more concerned with customer satisfaction, as well as strategies to turn customers into advocates and built-in advertisers.
Customer experience managers have a wide range of qualifications. Many have backgrounds in marketing and advertising, while others may have started as a customer service or retail associate and worked their way up. Understanding customer trends and habits, as well as creativity and a keen eye for detail, are essential. Computer skills are almost always required, and this manager will almost certainly have a college diploma.