Skills & Competencies for Customer Experience Manager

Customer Experience Manager job profile

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JOB SUMMARY for Customer Experience Manager

Manages the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.

JOB RESPONSIBILITIES for Customer Experience Manager

Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback. Oversees the development of a continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments and develop and implement a roadmap of customer experience goals. Communicates and evangelizes a customer experience vision and defined goals to stakeholders that drive a consistent end-to-end customer experience across the organization.

Customer Experience Manager SALARY RANGE

BASE 50%
$115,517
TOTAL 50%
$124,752
Job Level
M02
Job Code
SM15000509
Education/Degree
Bachelor's Degree
Reports To
Director

Customer Experience Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Experience Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Customer Experience Manager

1 Job Family Competencies – Data Analytics
Proficiency Level -3
Skill definition-Applying techniques and processes in examining and evaluating raw data to derive conclusions to support business decision-making.
Level 1 Behaviors
(General Familiarity)
Describes the fundamentals of data and business analytics.
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Level 2 Behaviors
(Light Experience)
Applies broad knowledge and best practices to provide data analytics services to clients.
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Level 3 Behaviors
(Moderate Experience)
Communicates and interprets data to provide clarity to non-technical and technical audiences.
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Level 4 Behaviors
(Extensive Experience)
Collaborates with cross-functional teams to produce data analytics key indicators and metrics.
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Level 5 Behaviors
(Mastery)
Designs the conceptual, logical, and physical data models to support the analytic data requirements.
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2 Job Family Competencies – Call Center Management
Proficiency Level -3
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Cites key functions of call center management, including staffing and performance management.
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Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
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Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
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Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
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Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
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3 Customer Experience Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Experience Manager
Proficiency Level - 4
5 Competency for - Customer Experience Manager
Proficiency Level - 5

13 soft skills or competencies (core competencies) for Customer Experience Manager

1 Core Competencies – Gathering Information
Proficiency Level -3
Skill definition-Accumulating necessary information from various resources to clarify the situation or make an informed business decision.
Level 1 Behaviors
(General Familiarity)
Cites examples of methods used to collect and compile information.
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Level 2 Behaviors
(Light Experience)
Applies techniques and tools to gather, organize, and archive pertinent information.
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Level 3 Behaviors
(Moderate Experience)
Analyzes employees' feedback to determine necessary changes to be implemented within our business.
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Level 4 Behaviors
(Extensive Experience)
Implements strategies to streamline the data collection process.
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Level 5 Behaviors
(Mastery)
Champions the adoption of advanced tools and methods to simplify the information-gathering process.
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2 Core Competencies – Industry Knowledge
Proficiency Level -3
Skill definition-Demonstrating thorough knowledge of the industry's value chain, business, issues, trends, etc., and the ability to apply them appropriately.
Level 1 Behaviors
(General Familiarity)
Cites critical statistics regarding the industry's size and influence.
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Level 2 Behaviors
(Light Experience)
Compares the operations of own department and function to the industry best practices.
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Level 3 Behaviors
(Moderate Experience)
Communicates industry and market trends affecting business operations to internal stakeholders.
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Level 4 Behaviors
(Extensive Experience)
Anticipates client needs using business and industry expertise to maximize competitive advantage.
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Level 5 Behaviors
(Mastery)
Contributes to industry association white papers, standards, and regulations.
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3 Customer Experience Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Experience Manager
Proficiency Level - 4
5 Competency for - Customer Experience Manager
Proficiency Level - 5

Summary of Customer Experience Manager skills and competencies

There are 0 hard skills for Customer Experience Manager.
11 general skills for Customer Experience Manager, Data Analytics, Call Center Management, Customer Analytics, etc.
13 soft skills for Customer Experience Manager, Gathering Information, Industry Knowledge, Business Process Improvement, etc.
While the list totals 24 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Experience Manager, he or she needs to be skilled in Gathering Information, be skilled in Industry Knowledge, and be skilled in Business Process Improvement.

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