What is a Customer Experience Manager

Customer experience managers are the leaders of customer service departments. Their job is to make sure customers receive nothing but the best treatment upon contacting the company.

They monitor customer service agents and team leaders' work, organize their work, and ensure that conditions are in place to provide excellent service dedicated to the clients' needs. Creating the right channels for customers to reach the company easily is a big part of the job.

As a customer experience manager, you will be in charge of recruiting, hiring and training customer service personnel. You will also have to dive deep into data related to customer interactions to spot the service's weaknesses and find ways to improve it.

There is more than meets the eye when it comes to being a Customer Experience Manager. For example, did you know that they make an average of $36.21 an hour? That's $75,308 a year!

Between 2018 and 2028, the career is expected to grow -2% and produce -51,600 job opportunities across the U.S.

What Does a Customer Experience Manager Do

There are certain skills that many Customer Experience Managers have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed Leadership skills, Organizational skills and Speaking skills.

Learn more about what a Customer Experience Manager does

How To Become a Customer Experience Manager

If you're interested in becoming a Customer Experience Manager, one of the first things to consider is how much education you need. We've determined that 60.2% of Customer Experience Managers have a bachelor's degree. In terms of higher education levels, we found that 7.7% of Customer Experience Managers have master's degrees. Even though most Customer Experience Managers have a college degree, it's possible to become one with only a high school degree or GED.

Choosing the right major is always an important step when researching how to become a Customer Experience Manager. When we researched the most common majors for a Customer Experience Manager, we found that they most commonly earn Bachelor's Degree degrees or Associate Degree degrees. Other degrees that we often see on Customer Experience Manager resumes include High School Diploma degrees or Master's Degree degrees.

You may find that experience in other jobs will help you become a Customer Experience Manager. In fact, many Customer Experience Manager jobs require experience in a role such as Sales Associate. Meanwhile, many Customer Experience Managers also have previous career experience in roles such as Store Manager or Assistant Manager.

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And if you’re looking for a job, here are the five top employers hiring now:

  1. Microsoft Jobs (10)
  2. Accenture Jobs (52)
  3. Salesforce Jobs (56)
  4. Dell Jobs (9)
  5. AT&T Jobs (13)
Average Salary
$75,308
Average Salary
Job Growth Rate
-2%
Job Growth Rate
Job Openings
82,900
Job Openings
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Customer Experience Manager Career Paths

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Average Salary for a Customer Experience Manager

Customer Experience Managers in America make an average salary of $75,308 per year or $36 per hour. The top 10 percent makes over $135,000 per year, while the bottom 10 percent under $41,000 per year.
Average Salary
$75,308
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5 Customer Experience Manager Resume Examples

Learn How To Write a Customer Experience Manager Resume

At Zippia, we went through countless Customer Experience Manager resumes and compiled some information about how to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

View Customer Experience Manager Resume Examples And Templates

And if you’re looking for a job, here are the five top employers hiring now:

  1. Microsoft Jobs (10)
  2. Accenture Jobs (52)
  3. Salesforce Jobs (56)
  4. Dell Jobs (9)
  5. AT&T Jobs (13)

Choose From 10+ Customizable Customer Experience Manager Resume templates

Zippia allows you to choose from different easy-to-use Customer Experience Manager templates, and provides you with expert advice. Using the templates, you can rest assured that the structure and format of your Customer Experience Manager resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Customer Experience Manager Resume
Customer Experience Manager Resume
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Customer Experience Manager Resume

Customer Experience Manager Demographics

Customer Experience Manager Gender Statistics

female

61.4 %

male

38.6 %

Customer Experience Manager Ethnicity Statistics

White

64.4 %

Hispanic or Latino

18.3 %

Black or African American

9.4 %

Customer Experience Manager Foreign Languages Spoken Statistics

Spanish

57.9 %

French

7.2 %

German

6.6 %
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Customer Experience Manager Education

Customer Experience Manager Majors

31.0 %

Customer Experience Manager Degrees

Bachelors

60.2 %

Associate

15.3 %

High School Diploma

11.7 %

Top Colleges for Customer Experience Managers

1. California State University - Bakersfield

Bakersfield, CA • Private

In-State Tuition
$7,309
Enrollment
9,142

2. Stanford University

Stanford, CA • Private

In-State Tuition
$51,354
Enrollment
7,083

3. University of Pennsylvania

Philadelphia, PA • Private

In-State Tuition
$55,584
Enrollment
10,764

4. University of Minnesota - Twin Cities

Minneapolis, MN • Private

In-State Tuition
$14,760
Enrollment
31,451

5. Cornell University

Ithaca, NY • Private

In-State Tuition
$55,188
Enrollment
15,105

6. University of California, Berkeley

Berkeley, CA • Private

In-State Tuition
$14,184
Enrollment
30,845

7. Northwestern University

Evanston, IL • Private

In-State Tuition
$54,568
Enrollment
8,451

8. Western Carolina University

Cullowhee, NC • Private

In-State Tuition
$3,926
Enrollment
9,835

9. SUNY College of Agriculture & Technology at Morrisville

Morrisville, NY • Private

In-State Tuition
$8,670
Enrollment
2,758

10. Pennsylvania State University

University Park, PA • Private

In-State Tuition
$18,454
Enrollment
40,108
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Online Courses For Customer Experience Manager That You May Like

Customer Service, Customer Support, And Customer Experience
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1 Customer Experience Management Course. Discover The Art Of A Client-Centric Culture. Customer Journey. B2B. B2C...

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Top Skills For a Customer Experience Manager

The skills section on your resume can be almost as important as the experience section, so you want it to be an accurate portrayal of what you can do. Luckily, we've found all of the skills you'll need so even if you don't have these skills yet, you know what you need to work on. Out of all the resumes we looked through, 22.0% of Customer Experience Managers listed Communication on their resume, but soft skills such as Leadership skills and Organizational skills are important as well.

Best States For a Customer Experience Manager

Some places are better than others when it comes to starting a career as a Customer Experience Manager. The best states for people in this position are Washington, California, Delaware, and New York. Customer Experience Managers make the most in Washington with an average salary of $133,828. Whereas in California and Delaware, they would average $130,972 and $97,940, respectively. While Customer Experience Managers would only make an average of $96,819 in New York, you would still make more there than in the rest of the country. We determined these as the best states based on job availability and pay. By finding the median salary, cost of living, and using the Bureau of Labor Statistics' Location Quotient, we narrowed down our list of states to these four.

1. Washington

Total Customer Experience Manager Jobs:
1,285
Highest 10% Earn:
$194,000
Location Quotient:
1.25
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here

2. California

Total Customer Experience Manager Jobs:
4,856
Highest 10% Earn:
$209,000
Location Quotient:
1.18
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here

3. New York

Total Customer Experience Manager Jobs:
2,361
Highest 10% Earn:
$177,000
Location Quotient:
1.3
Location Quotient is a measure used by the Bureau of Labor Statistics (BLS) to determine how concentrated a certain industry is in a single state compared to the nation as a whole. You can read more about how BLS calculates location quotients here
Full List Of Best States For Customer Experience Managers

How Do Customer Experience Manager Rate Their Jobs?

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4.0

nice as for the startNovember 2019

4.0

Zippia Official Logonice as for the startNovember 2019

What do you like the most about working as Customer Experience Manager?

An excellent opportunity to improve your communication and language proficiency as well as researching and analyzing skills. Show More

What do you NOT like?

Good for the start, but not more than a year as I think. Show More

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Top Customer Experience Manager Employers

We've made finding a great employer to work for easy by doing the hard work for you. We looked into employers that employ Customer Experience Managers and discovered their number of Customer Experience Manager opportunities and average salary. Through our research, we concluded that Michaels Stores was the best, especially with an average salary of $42,786. Gap follows up with an average salary of $90,264, and then comes Bananas with an average of $73,338. In addition, we know most people would rather work from home. So instead of having to change careers, we identified the best employers for remote work as a Customer Experience Manager. The employers include Salesforce, Tesla, and The Home Depot

Most Common Employers For Customer Experience Manager

RankCompanyZippia ScoreAverage Customer Experience Manager SalaryAverage Salary
1$157,969
2$138,199
3$110,084
4$104,066
5$99,164
6$90,264

Becoming a Customer Experience Manager FAQs

How do I start a career in customer experience?

You start a career in customer experience by completing a bachelor's degree in a related field. Common fields include customer experience, business management, and business administration.

The field of customer experience has taken off in recent years, both as an impactful business discipline and as a desirable career path that opens doors at some of the world's biggest companies and most innovative startups.

This has made more people interested in pursuing a role in customer experience. The best way to start a career in customer experience is to get a role that interacts with the customers themselves. This often means working on the front lines of customer service to learn and understand customer behaviors.

This, in turn, would help a person move into customer experience roles by allowing them to start thinking about ways to improve the customer experience.

This is common for recent college graduates who become customer service representatives because of a lack of opportunities in other areas. It is only later that they develop a passion for customer experience and fully commit to this career path.

However, one answer does not fit all. There are many ways to start a career in customer experience. But, it is important to have a foundational understanding of customer needs and how those needs affect customer service before moving into a customer experience role.

Learn more about this question

How do you become a customer experience manager?

The qualifications to become a client experience manager include a bachelor's degree in marketing, business administration, or a relevant field. A person also needs experience working in product marketing, customer service, or customer experience capacity for an established brand.

A customer experience manager is primarily responsible for developing and executing strategies to increase satisfaction for a brand. Additionally, they also need to identify novel ways in which the company meets customer expectations and exceeds them.

To accomplish this, they need to work closely with the customers to uncover and understand customer insights. Then, based on these insights, they will work with other cross-functional teams to implement better customer service strategies.

All of this requires a high level of both knowledge and experience in customer service and organizational operations. The job of a customer experience manager requires aligning various organizational teams with the wants and needs of the customer.

This means they need to know how the business functions internally and work with various individuals with differing priorities to accomplish company goals while providing the best customer experience possible.

Learn more about this question

How much do client success managers make?

Client success managers make an average of $73,000 annually, or $35 hourly. The customer success manager refers to a leadership position overseeing teams or may only refer to direct client relations. The result is a range in reported salary that largely depends on company size and role responsibility.

"Client success manager" and "customer success manager" may be used interchangeably and are both abbreviated to CSM. Client success manager pay varies by work experience, education, and responsibilities in the job description.

Here is an example of the variation in range and title:

  • Cisco Customer Success Manager, $169,454

  • IBM Client Success Manager, $100,000

  • Paypal Customer Success Manager, $47,500

Learn more about this question

What is customer experience management?

A customer experience manager is primarily responsible for developing and executing strategies to increase satisfaction for a brand. Additionally, they also need to identify novel ways in which the company not only meets customer expectations but also exceeds them.

To accomplish this, they need to work closely with the customers to uncover and understand customer insights. Then, based on these insights, they will work with other cross-functional teams to implement better customer service strategies.

All of this requires a high level of both knowledge and experience in customer service and organizational operations. The job of a customer experience manager requires aligning various organizational teams with the wants and needs of the customer.

This means they need to know how the business functions internally and how to work with various individuals with differing priorities to accomplish company goals while providing the best customer experience possible.

Learn more about this question

What is the role of customer experience?

The role of customer experience is to develop and execute strategies to increase satisfaction for a brand. Additionally, this role is also involved with identifying new ways in which the company can not only meet customer expectations, but exceed them.

To accomplish this, the customer experience team interacts with the customers to uncover and understand customer insights. Then, based on these insights, they will work with other cross-functional teams to implement better customer service strategies.

All of this requires a high level of both knowledge and experience in customer service and organizational operations. The job of a person working in customer experience requires aligning various organizational teams with the wants and needs of the customer.

This means they need to know how the business functions internally and work with various individuals with differing priorities to accomplish company goals while providing the best customer experience possible.

Learn more about this question

What makes a good customer experience manager?

A good customer experience manager can utilize interpersonal and empathy skills, technical skills, and data to meet company goals and customer expectations. A customer experience manager is primarily responsible for developing and executing strategies to increase satisfaction for a brand.

Good customer experience managers are also skilled communicators, both internally with their teams and externally with customers. Many top customer experience managers come from marketing backgrounds and understand how to share powerful messages to build relationships and loyalty.

A strong understanding of digital channels and up-to-date knowledge of new and evolving technologies is often found in the best customer experience managers. This, along with an ability to understand and analyze data, helps them track trends and customer actions.

The role of a customer experience manager requires a high level of both knowledge and experience in customer service and organizational operations. The job of a customer experience manager requires aligning various organizational teams with the wants and needs of the customer.

This means they need to know how the business functions internally and how to work with various individuals with differing priorities to accomplish company goals while providing the best customer experience possible.

Learn more about this question

What's a customer experience manager?

A customer experience manager is primarily responsible for developing and executing strategies to increase satisfaction for a brand. Additionally, they also need to identify novel ways in which the company not only meets customer expectations but also exceeds them.

To accomplish this, they need to work closely with the customers to uncover and understand customer insights. Then, based on these insights, they will work with other cross-functional teams to implement better customer service strategies.

All of this requires a high level of both knowledge and experience in customer service and organizational operations. The job of a customer experience manager requires aligning various organizational teams with the wants and needs of the customer.

This means they need to know how the business functions internally and work with various individuals with differing priorities to accomplish company goals while providing the best customer experience possible.

Learn more about this question

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