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Customer experience manager skills for your resume and career

Updated January 8, 2025
5 min read
Quoted experts
Yeqiang Lin Ph.D.,
Andrew Gilliam
Customer experience manager example skills
Below we've compiled a list of the most critical customer experience manager skills. We ranked the top skills for customer experience managers based on the percentage of resumes they appeared on. For example, 20.2% of customer experience manager resumes contained pos as a skill. Continue reading to find out what skills a customer experience manager needs to be successful in the workplace.

15 customer experience manager skills for your resume and career

1. POS

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

Here's how customer experience managers use pos:
  • Completed Point of Sale (POS) Overrides.
  • Convinced owner operator to invest in next-generation POS technology.

2. Customer Engagement

Customer engagement is an ongoing relationship/interaction that a business maintains with its customers through various online or offline channels to attract and retain loyal customers and gathering valuable customer information that transcends the sales transaction. Highly engaged customers buy and promote more, and show more loyalty. Providing a high-quality customer experience is an important component in customer engagement strategy.

Here's how customer experience managers use customer engagement:
  • Coordinated successful customer engagement initiative to redesign billing, increase paperless adoption by 10% and raise web utilization.
  • Collaborate with cross-functional teams to ensure a successful consumer experience by managing customer engagement and all floor interactions.

3. Front End

Here's how customer experience managers use front end:
  • Front End Operations of a large box retail location: Manage and maintain consistent customer flow at register point of sale.
  • Performed Front End Management by overseeing checkout flow, problem resolutions, cash pulls, transaction voids.

4. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how customer experience managers use product knowledge:
  • Increased efficiency and maximized productivity by re-organizing the Cash Wrap area and implementing a Product Knowledge and Resource binder.
  • Developed customer loyalty to sustain future Canon product purchases through excellent customer service and product knowledge.

5. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how customer experience managers use customer care:
  • Position speaks on behalf of the organization when communicating with enterprise organizations and Customer Care Call Centers.
  • Established and documented customer care policies and procedures.

6. Customer Satisfaction

Here's how customer experience managers use customer satisfaction:
  • Identified and prioritized process & quality improvement opportunities producing positive yields in customer satisfaction, customer experience and product quality.
  • Support National Account Executives by providing timely account updates and client information relative to further growth and customer satisfaction.

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7. Cash Management

Here's how customer experience managers use cash management:
  • Write work schedules, perform cash management, open and close store procedures.

8. Customer Complaints

Here's how customer experience managers use customer complaints:
  • Mitigated customer complaints, ensured customer and employee happiness.
  • Resolve customer escalations, track and report the customer complaints captured in the CRM and present findings to Executive Management.

9. Customer Retention

Customer retention is the act of dissuading customers from switching to another product or company or the actions a company takes to encourage customers to stay longer and spend more with the company during their lifetime. It's about increasing the number of repeat customers, increasing the profitability of each existing customer, boosting the company's sales, and also helping to build amazing relationships with customers.

Here's how customer experience managers use customer retention:
  • Motivated associates to build strong relationships and create an environment which increases customer retention.
  • Coordinated with VP of collections and re-vamped collection call strategy which increased customer retention.

10. Strong Customer Service

Here's how customer experience managers use strong customer service:
  • Demonstrated strong customer service orientation while handling significant call volume through multi-line telephone.
  • Cashier Demonstrate strong customer service communication skills, effectively addressing and resolving customer concerns with positive business impact.

11. Customer Feedback

Customer feedback is the information, insight provided by a customer orally, in writing, or online form about their experiences with a company's product or services. Customer feedback is aimed to convey certain facts that the customers face when using the manufacturer's products, and in turn help the product, customer, and marketing teams understand where there is room for improvement. It may be positive, negative, or neutral, but it is very important for the growth of a business.

Here's how customer experience managers use customer feedback:
  • Identified and corrected gaps in the customer experience based upon qualitative and quantitative customer feedback resulting in service improvements.
  • Incorporated customer feedback into the product development process ensuring top customer pain points are addressed in next generation products.

12. Customer Journey Mapping

Here's how customer experience managers use customer journey mapping:
  • Led 8 Customer Journey Mapping Workshops instituting cross-organizational continuous improvement across strategic products and segments.
  • Conduct customer journey mapping to help shape the future of effective customer service program and serviceofferings.

13. KPIs

Here's how customer experience managers use kpis:
  • Analyzed KPIs to identify areas of improvement and develop/execute plans accordingly.
  • Manage all promotions and campaigns ensuring adherence to guideline, deadlines and set KPIs.

14. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how customer experience managers use customer service:
  • Utilized my experience in management and multifaceted customer service skill set to accurately ensure customer, employee and restaurant satisfaction.
  • Developed operational standards in the copy and print department to ensure consistency in delivery of job productions and customer service.

15. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how customer experience managers use crm:
  • Expanded CRM Database usability to provide enhanced opportunity for advanced customer nurturing.
  • Assist Customer Experience staff with any questions on refunds, payments, event data in the CRM.
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What skills help Customer Experience Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What customer experience manager skills would you recommend for someone trying to advance their career?

Yeqiang Lin Ph.D.Yeqiang Lin Ph.D. LinkedIn profile

Interim Department Head & Associate Professor, California Polytechnic State University-San Luis Obispo

In the next 3-5 years, skills in artificial intelligence, user experience design, and sustainable practice will become increasingly important in the experience industry. Proficiency in technology that enhances virtual and augmented realities will also be valuable, given the growing trend towards digital integration in creating immersive experiences.

What type of skills will young customer experience managers need?

Andrew GilliamAndrew Gilliam LinkedIn profile

Customer Experience innovator and change agent,, Informa Tech

Technical degree programs often fail to emphasize the importance of interpersonal skills and business acumen. Technical skills are impressive and essential, but they're meaningless without a business purpose and user acceptance. Mastery of communication, teamwork, and empathy are more useful and broadly applicable than a working knowledge of the OSI model. Regardless of your position, always strive to understand how your work impacts internal and external customers and creates value for shareholders.
Do you want to know more?
Read more about what experts have to say about customer experience manager

List of customer experience manager skills to add to your resume

Customer experience manager skills

The most important skills for a customer experience manager resume and required skills for a customer experience manager to have include:

  • POS
  • Customer Engagement
  • Front End
  • Product Knowledge
  • Customer Care
  • Customer Satisfaction
  • Cash Management
  • Customer Complaints
  • Customer Retention
  • Strong Customer Service
  • Customer Feedback
  • Customer Journey Mapping
  • KPIs
  • Customer Service
  • CRM
  • Customer Journey
  • Develop Team
  • Phone Calls
  • Customer Relations
  • Employee Development
  • Process Improvement
  • HR
  • Visualization
  • Customer Inquiries
  • NPS
  • Direct Reports
  • Customer Support
  • Performance Reviews
  • Facebook
  • Credit Card
  • Cleanliness
  • ROI
  • Cash Handling
  • Employee Engagement
  • Drive Sales
  • Outbound Calls
  • Customer Loyalty
  • Sales Floor

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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