Customer Experience Manager
Help organisations to improve their customer interactions.
Job opportunities
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Jobs in SEEK right now
Job growth
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5-year projection
Salary
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Typical salary
Job satisfaction
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Job opportunities
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Jobs in SEEK right now
Salary
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Typical salary
Job growth
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5-year projection
Job satisfaction
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What's it like to be a Customer Experience Manager?
Customer Experience Managers work to improve the services offered by a business by better understanding the needs of customers. They analyse customer interactions and feedback to develop solutions to issues. Customer Experience Managers enjoy leading others to design and test customer-focused solutions to common business problems. They often work for technology companies but also work in many other industries including retail, construction, hospitality and tourism.
Tasks and duties
- Finding ways to reduce and remove customer pain points with current products and services.
- Developing listening points across the customer journey to find opportunities for improvement.
- Reviewing performance against key performance indicators.
- Monitoring and analysing recorded and live customer interactions.
- Analysing online customer interactions via a customer relationship management system.
- Advocating for customer solutions in meetings and project planning.
- Hiring, training and leading staff.
- Developing strategies for use of processes, tools and resources to deliver improved customer experiences.
- Leading team members to escalate and resolve customer issues.
- Reducing customer churn and contributing to increased lifetime value of customers.
How to become a Customer Experience Manager
You can work as a Customer Experience Manager without a formal qualification, but experience managing business to customer relationships is usually required. Completing a VET qualification or bachelor degree may give you an advantage.
- Build experience in an entry-level customer service role, such as Customer Service Assistant.
- Consider completing a relevant qualification. This could be an online certificate, such as a Certificate III in Business (Customer Engagement) (BSB30120). Alternatively, a bachelor degree in management, commerce or marketing may provide a broader range of career options. These degrees usually take three years of full-time study.
- Seek leadership roles that develop your skills and experience managing teams of customer service representatives.
Compare your salary
Find out how your salary compares with the average salary for Customer Experience Managers.
Latest Customer Experience Manager jobs on SEEK
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Skills and experience employers are looking for
Having the right skills and experience can make you an in-demand applicant. Customer Experience Manager employers on SEEK are looking for job seekers with expertise in the following areas.
Source: SEEK job ads and SEEK Profile data
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Latest Customer Experience Manager reviews
May 2021
Experience
Less than a year
Organisation size
Medium (20-199 employees)
Specialisation
customer experience
The good things
The good things
You can effect change within an organisation that can be recognised both internally and externally as good customer experiences provide better team resilience and work culture.
The cha...
The challenges
You need to be able to negotiate options with people who might see your role as making work for them and their teams. You need resilience to work through all the issues and derailers in the organisat...
Read more
Aug 2023
Reviewer's Qualification
Master of Human Nutrition
Experience
1 – 4 years
Organisation size
Medium (20-199 employees)
The good things
I liked making a difference to the whole customer journey, and giving the customers the best possible experience
The challenges
I didn’t like managing difficult team members
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Source: SEEK role reviews
SEEK has not verified the truth or accuracy of these comments and does not adopt or endorse any of the comments posted on this page.SEEK collects and posts the comments for what they are worth and for information purposes only to assist candidates to find employment through seek.com.au
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