What is the role of a customer experience manager?

The role of a customer experience manager is to increase customer satisfaction rates, increase customer loyalty and gain more referrals from those loyal customers.

To accomplish this, they analyze available data and anecdotal feedback to figure out how to optimize marketing programs and flows to eliminate friction. Key improvements are made to the customer journey based on these analyses.

Common responsibilities of a customer experience manager include:

• Champion opportunities to consistently improve the customer experience

• Drive customer retention, reduce churn, and increase customer satisfaction

• Map the customer journey and identify opportunities to proactively intervene on the client's behalf

• Guide team in effective client issues resolution and handle any escalations

• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement

• Test new strategies for driving customer value

• Continually review and evolve the collection of processes used to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle