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The differences between customer engagement managers and customer service directors can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a customer engagement manager and a customer service director. Additionally, a customer service director has an average salary of $134,962, which is higher than the $115,367 average annual salary of a customer engagement manager.
The top three skills for a customer engagement manager include PET, direct reports and project management. The most important skills for a customer service director are customer satisfaction, customer support, and continuous improvement.
| Customer Engagement Manager | Customer Service Director | |
| Yearly salary | $115,367 | $134,962 |
| Hourly rate | $55.46 | $64.89 |
| Growth rate | 5% | 6% |
| Number of jobs | 49,606 | 158,016 |
| Job satisfaction | 4 | - |
| Most common degree | Bachelor's Degree, 65% | Bachelor's Degree, 69% |
| Average age | 47 | 47 |
| Years of experience | 6 | 6 |
A customer engagement manager is responsible for building positive relationships with clients by serving as their primary point of contact. Their responsibilities revolve around responding to inquiries and concerns, assisting clients in various services, determining opportunities to offer and sell products, and processing payments, all while ensuring their adherence to contracts and agreements. They must also produce progress reports, prepare presentations, handle calls and correspondence, and generate new leads. Furthermore, as a manager, it is essential to lead and encourage the team while implementing the company's policies and regulations.
A customer service director is primarily in charge of spearheading and overseeing the efforts in customer service operations. It is their duty to establish goals and guidelines that will usher the workforce in building strong and positive relationships with clients, develop strategies to optimize procedures, identify the strengths and weaknesses of current processes, implement solutions, and conduct research to find new business and client opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.
Customer engagement managers and customer service directors have different pay scales, as shown below.
| Customer Engagement Manager | Customer Service Director | |
| Average salary | $115,367 | $134,962 |
| Salary range | Between $77,000 And $172,000 | Between $94,000 And $191,000 |
| Highest paying City | Washington, DC | Olympia, WA |
| Highest paying state | Rhode Island | Washington |
| Best paying company | Accenture | VMware |
| Best paying industry | Technology | Health Care |
There are a few differences between a customer engagement manager and a customer service director in terms of educational background:
| Customer Engagement Manager | Customer Service Director | |
| Most common degree | Bachelor's Degree, 65% | Bachelor's Degree, 69% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | California State University - Bakersfield |
Here are the differences between customer engagement managers' and customer service directors' demographics:
| Customer Engagement Manager | Customer Service Director | |
| Average age | 47 | 47 |
| Gender ratio | Male, 47.4% Female, 52.6% | Male, 55.0% Female, 45.0% |
| Race ratio | Black or African American, 9.1% Unknown, 4.8% Hispanic or Latino, 17.1% Asian, 6.0% White, 62.3% American Indian and Alaska Native, 0.7% | Black or African American, 9.6% Unknown, 4.8% Hispanic or Latino, 18.2% Asian, 5.9% White, 60.7% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 8% |