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Become A Customer Experience Manager

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Working As A Customer Experience Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $87,338

    Average Salary

What Does A Customer Experience Manager Do At J.B. Hunt Transport

* Ensure outstanding customer service is received by customers by observing and listening to AR’s as they work with customers.
* Ensure solicitation for freight volumes is taking place and monitor daily solicitation and load volume entry stats.
* Coach, train and motivate Account Representatives.
* Conduct training in meetings or in email and memo formats.
* Conduct monthly meeting to analyze and address customer’s compliance with volume agreements.
* Perform evaluations of AR’s as scheduled.
* Ensure expected volume from allocated customer is secured and communicate any deviation to appropriate personnel.
* Responsible for velocity and utilization of the tractors and trailers through management of equipment pools.
* Visit with customers and make sales calls as needed.
* Work in conjunction with the Area Service Managers on finding/unloading and moving inactive/active trailers.
* Monitor customer accounts due to service issues.
* Prepare numerous required reports.
* Research and solve problems (customer issues, write-offs, etc.)
* Perform other related duties as required or assigned.
* Qualifications
* Associate’s degree (A
* A.) or equivalent from two-year college or technical school; four years related experience and/or training

What Does A Customer Experience Manager Do At Genworth Financial

* Initiate, manage, and measure initiatives that support Genworth’s strategic goals to provide an exceptional customer experience
* Utilize research and leverage strategic thinking to enhance our customer experience strategy, including development of personas, journey maps, etc.
* Leverage people, process and technology improvements to optimize customer experience.
* Engage the entire Genworth organization to develop solutions.
* Identify improvements and drive collaborative solutions across the enterprise – involving all departments as needed.
* Lead projects and programs that position Genworth as the leader in the financial services industry in terms of customer satisfaction, loyalty, and retention
* Leverage customer feedback to identify opportunities that enhance the experience
* Partner with Marketing Communications to develop marketing strategy and collateral related to Customer Experience improvements, ensuring that customers recognize and value GNW’S exceptional service levels.
* Build employee awareness of customer needs, and knowledge of our current service successes and gaps through internal communication

What Does A Customer Experience Manager Do At Virginia State Government

* Collaborating across the organization, including Information Technology Services (ITS), Advertising and Gaming, Sales, Communications, and other departments to develop strategies, digital design, and implementation plans to support digital efforts throughout the organization
* Leading the development of strategies for personalization, SEO, and content while working closely with the Digital team on game development, advertising, promotions, CRM, and Loyalty strategies
* Being a visionary who can combine strategic thinking with the ability to develop, test, execute, measure, learn and iterate on digital experiences
* Establishing and maintaining strong vendor relationships through strong leadership and management skills
* The ability to create and thrive in an agile environment
* Managing a team responsible for the development and execution of the digital customer experience

What Does A Customer Experience Manager Do At Consumers Energy

* Lead team/agencies responsible for Sitecore-based ConsumersEnergy.com, including content and strategic interactions, to deliver effective personalized experiences and digital campaigns.
* Manage authenticated features available through ConsumersEnergy.com, including business rules/policies, interactive experiences and integrations responsible for over 12 million online self-service interactions annually.
* Maximize insights from a full suite of VoC and experience measurement tools to inform a cadence of continuous improvement activities that are addressed by a dedicated cross-functional agile-development team.
* This team has a track record of delivering monthly enhancement sprints that are hyper-focused on improving online customer experience and engagement.
* Co-lead development and maintenance of a 2
* year enterprise technology project roadmap; Act as business owner for strategic project design/implementations.
* Leverage CE
* WAY lean management practices to achieve clear department and enterprise level success metrics, including customer satisfaction (JDPA and CXI), product adoption (paperless billing, alerts/notifications, online self-service, etc.) and live agent call reduction.
* Sponsor a clear digital strategy to the organization.
* Partner with Forrester Research and other thought-leaders to achieve successful customer-centric transformation

What Does A Customer Experience Manager Do At Comcast

* Leads the strategy and design efforts of end to end customer solutions which may include changes to processes, policies and enhanced technology capabilities.
* Prepares, analyzes, and manages operation through statistical analysis of activity.
* Evaluates sales and service call handling for knowledge gaps, process breakdowns and product defects by analyzing data, listening to recorded calls, and shadowing Care agents & Field teams.
* Collaborates cross-functionally with vendors, partners and internal stakeholders to define and implement solutions, using data to drive continuous improvement in the operation.
* Tracks NPS (Net Promoter Score) for customers with new prepaid products and identify the most impactful areas to improve the customer experience.
* Develops models to quantify the impact of issues, establish targets, and drive prioritization of overall solutions.
* Evaluates effectiveness of Digital Care and partner with Technology and Product organizations to drive meaningful change.
* Participates in product and process design sessions to ensure each product deployment meets quality standards.
* Provides Customer Care support and documentation and develops relevant materials to support new product launches.
* Ability to work with multiple stakeholders and handle multiple work assignments with high standards, and provide leadership in a fast-paced environment.
* Job Specification:
* Bachelor's Degree or Equivalent.
* Minimum of 5 years of experience in a sales or customer service leadership (e.g., channel sales, sales operations, field service, retail service, agency service).
* Extensive experience defining and transforming B2B or B2C customer sales or service across interaction channels (e.g., digital, retail, agent models).
* Excellent leadership, written and oral communication, interpersonal skills.
* Excellent Excel, Word, and PowerPoint skills.
* Regular, consistent and punctual attendance.
* Must be able to work nights and weekends, variable schedule(s) as necessary

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Customer Experience Manager Demographics

Gender

  • Female

    60.9%
  • Male

    37.7%
  • Unknown

    1.4%

Ethnicity

  • White

    78.5%
  • Hispanic or Latino

    13.0%
  • Asian

    6.8%
  • Unknown

    1.2%
  • Black or African American

    0.5%
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Languages Spoken

  • Spanish

    58.4%
  • German

    7.9%
  • French

    5.6%
  • Chinese

    4.5%
  • Italian

    4.5%
  • Arabic

    3.4%
  • Mandarin

    3.4%
  • Portuguese

    2.2%
  • Swedish

    1.1%
  • Vietnamese

    1.1%
  • Cantonese

    1.1%
  • Japanese

    1.1%
  • Malayalam

    1.1%
  • Cheyenne

    1.1%
  • Russian

    1.1%
  • Polish

    1.1%
  • Korean

    1.1%
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Customer Experience Manager

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Customer Experience Manager Education

Customer Experience Manager

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Real Customer Experience Manager Salaries

Job Title Company Location Start Date Salary
Manager, Customer Experience Pricewaterhousecoopers Advisory Services LLC Boston, MA Oct 27, 2016 $145,500
Manager, Customer Experience Oneworld Management Company, Inc. New York, NY Aug 15, 2014 $139,050
Manager-Customer Experience OMC Venture LLC New York, NY Aug 15, 2011 $135,000
Global Customer Experience Manager AIG PC Global Services, Inc. New York, NY Sep 19, 2015 $130,000
Manager, Customer Experience Directv LLC El Segundo, CA Oct 08, 2016 $111,613 -
$130,000
Manager, Customer Experience Analytics Directv LLC El Segundo, CA Jun 08, 2014 $106,142 -
$156,000
Customer Experience Manager T-Mobile USA, Inc. The Woodlands, TX May 05, 2014 $105,000 -
$115,000
Manager, Customer Experience Db Servicing Corporation Riverwoods, IL Dec 03, 2013 $96,400 -
$115,000
Manager, Customer Experience Db Servicing Corporation Riverwoods, IL Jul 30, 2012 $94,162 -
$110,000
Customer Experience Manager III Brand Support Sprint Nextel Corporation Warren, NJ Aug 15, 2011 $90,000 -
$100,000
Alumni & Customer Experience Manager Pa Consulting Gruop, Inc. New York, NY Mar 09, 2010 $88,878 -
$106,575
Alumni & Customer Experience Manager Pa Consulting Group, Inc. New York, NY Mar 09, 2010 $88,878 -
$106,575
Manager, Customer Experience Direct Energy, LP Houston, TX Feb 04, 2013 $87,338
Customer Experience Manager Affirm, Inc. Sioux Falls, SD Sep 08, 2015 $80,018
Head, Customer Experience Grammarly, Inc. San Francisco, CA Aug 03, 2014 $80,000
Manager, Customer Experience Direct Energy Houston, TX Sep 01, 2010 $79,007
Manager, Customer Experience Direct Energy Houston, TX Apr 01, 2010 $79,007
Manager, Customer Experience Direct Energy Houston, TX Apr 15, 2010 $79,007

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Top Skills for A Customer Experience Manager

OutstandingCustomerServiceProcessImprovementPayrollSalesFloorComplianceStrategyLossPreventionFrontEndSalesAssociatesSalesGoalsCreditCardActionPlansCustomerRelationsKeyPerformanceIndicatorsCustomerEngagementProductKnowledgeCustomerIssuesCustomerFeedbackCustomerComplaintsSupervise

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Top Customer Experience Manager Skills

  1. Outstanding Customer Service
  2. Process Improvement
  3. Payroll
You can check out examples of real life uses of top skills on resumes here:
  • Used online survey data to optimize and detail associate interactions with customers to ensure outstanding customer service.
  • Identified and drove IT operational process improvement initiatives that resulted in improved productivity and efficiency.
  • Reviewed and adjusted Staff Works and Daily Payroll Planner schedule to ensure appropriate floor coverage.
  • Enhanced and implemented ideas on the sales floor for customers in addition to managing up to 20 employees per shift.
  • Implemented a customer experience program and served as point of escalation to route emerging issues to Sanctions Compliance.

Top Customer Experience Manager Employers

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Customer Experience Manager Videos

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A Day in the Life - Working at Chipotle

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