To avoid this problem, you need a customer experience manager to break down silos, unify your tech stack, and unite your directors, VPs, and business units with the ultimate goal of creating a friction-free, productive, and delightful customer experience\u2014from onboarding to renewal and advocacy. <\/p>\n\n\n\n
What Is a Customer Experience Manager (CX Manager)?<\/strong><\/h2>\n\n\n\nA customer experience manager determines, implements, and refines the customer experience strategy<\/a> to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organization\u2019s values. <\/p>\n\n\n\nAnother important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer<\/a> data at key touchpoints across the customer journey. <\/p>\n\n\n\nBenefits of Having A Customer Experience Manager<\/h2>\n\n\n\n
Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. This role ensures that all initiatives to improve customer satisfaction are strategically aligned and executed efficiently across various departments. <\/p>\n\n\n\n
A skilled customer experience manager not only fosters collaboration among teams but also takes charge of managing personnel and allocating resources wisely. By streamlining processes and integrating diverse strategies, this leader plays a pivotal role in driving both operational efficiency and sustainable growth, ultimately creating a more cohesive and impactful customer journey<\/a>.<\/p>\n\n\n\nWhat Background Should a CX Manager Have?<\/h2>\n\n\n\n
It is common to see a wide range of candidates succeed in the role of CX manager\u2014from Salesforce Administrators to Senior Sales Operations professionals to Customer Success or Customer Experience\/Voice of the Customer leaders. Even marketing professionals have successfully led CX operations efforts.<\/p>\n\n\n\n
It makes sense that effective CX professionals would come from different backgrounds since this role is about as cross-functional as it gets. We can tell you that certain qualities and skill sets, rather than specific career trajectories, predict success in this role. <\/p>\n\n\n\n
Key Skills and Traits of a Successful CX Manager<\/h2>\n\n\n\n
Customer experience managers will not all share the same background. Some customer experience managers will have marketing experience, others will have sales experience, etc. However, all successful customer experience managers share the same traits that make them successful leaders of customer experience initiatives. Some of these skills include: <\/p>\n\n\n\n
\n- Diplomacy and negotiation skills<\/li>\n\n\n\n
- Tech literacy<\/li>\n\n\n\n
- Project management mastery<\/li>\n\n\n\n
- Understanding of procurement<\/li>\n<\/ul>\n\n\n\n
Diplomacy and Negotiation Skills<\/strong><\/h3>\n\n\n\nA customer experience manager needs to have excellent interpersonal skills and be able to balance all the stakeholders’ needs and achieve goals with their available resources. They\u2019ll need to convince a range of departments\u2014not just the customer-facing ones\u2014just how vital these efforts are to the company’s long-term success. <\/p>\n\n\n\n
A CX manager will lead team meetings, communicate strategies, and move projects forward while holding everyone to a timeline (including executives). On top of that, they must obtain a clear mandate and buy-in from their C-suite sponsors. This is especially important, as only 51% of customer experience decision-makers who state that improving the customer experience is a priority for their executives said that those executives act like CX is important most or all of the time<\/p>\n\n\n\n
Tech Literacy<\/strong><\/h3>\n\n\n\nYour various technology platforms need to work together as a system. Otherwise, your information silos stay intact and your customer journey remains fragmented. <\/p>\n\n\n\n
On top of that, they\u2019ll need to find the gaps in your current capabilities and identify solutions to fill them. Sometimes, this involves purchasing entirely new systems. Other times, it\u2019s simply a matter of integrating what you\u2019re currently working on. Usually, it\u2019s a bit of both.<\/p>\n\n\n\n
Pearl-Plaza\u2019s CX integrations<\/a> seamlessly integrate with over 100 enterprise systems to ensure you have a holistic and unified view of the customer experience data to make better business decisions. <\/p>\n\n\n\n![\"Data](\"https:\/\/inmoment.com\/wp-content\/uploads\/2024\/02\/Omnichannel-CX-1024x277.png\")
<\/figure>\n\n\n\nProject Management Mastery<\/strong><\/h3>\n\n\n\nYour customer experience manager will need excellent project management skills, including planning timelines and budgets end-to-end and getting personnel to stick to them. They also need to know how to purchase from vendors without using an RFP.<\/p>\n\n\n\n
A Strong Understanding of Procurement<\/strong><\/h3>\n\n\n\nExecutives have grown wary of new B2B software that promises to solve all their problems, and middle management is rarely overjoyed at the prospect of retraining staff on new platforms. That said, sometimes the current systems don\u2019t cut it, and it\u2019s up to the CX manager to understand the tradeoffs when evaluating new technology and delivering an integrated system that gets the job done.<\/p>\n\n\n\n
How to Hire a High-Impact CX Manager<\/h2>\n\n\n\n
If you want a customer experience manager that will truly revolutionize the customer experience at your organization and be able to tie those improvements to business success, you are going to need to make sure you conduct a hiring process that will yield the highest-performing professionals. Here are some steps to follow that will help you hire a high-impact customer experience manager: <\/p>\n\n\n\n
1. Define the Role: <\/h3>\n\n\n\n
One of the most important parts of the hiring process is to make sure that it gets started the right way. When you are looking for a CX manager, clarify what you are looking for and what they will be in charge of. <\/p>\n\n\n\n
Are you hiring a CX manager to start your customer experience from scratch? Are they taking over a pre-existing business unit? What kind of results do you expect from a successful customer experience manager? These questions ensure that applicants are educated on the role from the beginning and eliminate misunderstandings later in the hiring process. <\/p>\n\n\n\n
2. Look for Someone Who Understands the Customer<\/h3>\n\n\n\n
Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have. The ideal candidate understands that only a fraction of customer feedback comes from surveys and that an effective customer experience program<\/a> will source customer feedback from multiple sources in order to tap into the 85% of customer feedback that is unstructured. <\/p>\n\n\n\n
Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer<\/a> data at key touchpoints across the customer journey. <\/p>\n\n\n\n Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. This role ensures that all initiatives to improve customer satisfaction are strategically aligned and executed efficiently across various departments. <\/p>\n\n\n\n A skilled customer experience manager not only fosters collaboration among teams but also takes charge of managing personnel and allocating resources wisely. By streamlining processes and integrating diverse strategies, this leader plays a pivotal role in driving both operational efficiency and sustainable growth, ultimately creating a more cohesive and impactful customer journey<\/a>.<\/p>\n\n\n\n It is common to see a wide range of candidates succeed in the role of CX manager\u2014from Salesforce Administrators to Senior Sales Operations professionals to Customer Success or Customer Experience\/Voice of the Customer leaders. Even marketing professionals have successfully led CX operations efforts.<\/p>\n\n\n\n It makes sense that effective CX professionals would come from different backgrounds since this role is about as cross-functional as it gets. We can tell you that certain qualities and skill sets, rather than specific career trajectories, predict success in this role. <\/p>\n\n\n\n Customer experience managers will not all share the same background. Some customer experience managers will have marketing experience, others will have sales experience, etc. However, all successful customer experience managers share the same traits that make them successful leaders of customer experience initiatives. Some of these skills include: <\/p>\n\n\n\n A customer experience manager needs to have excellent interpersonal skills and be able to balance all the stakeholders’ needs and achieve goals with their available resources. They\u2019ll need to convince a range of departments\u2014not just the customer-facing ones\u2014just how vital these efforts are to the company’s long-term success. <\/p>\n\n\n\n A CX manager will lead team meetings, communicate strategies, and move projects forward while holding everyone to a timeline (including executives). On top of that, they must obtain a clear mandate and buy-in from their C-suite sponsors. This is especially important, as only 51% of customer experience decision-makers who state that improving the customer experience is a priority for their executives said that those executives act like CX is important most or all of the time<\/p>\n\n\n\n Your various technology platforms need to work together as a system. Otherwise, your information silos stay intact and your customer journey remains fragmented. <\/p>\n\n\n\n On top of that, they\u2019ll need to find the gaps in your current capabilities and identify solutions to fill them. Sometimes, this involves purchasing entirely new systems. Other times, it\u2019s simply a matter of integrating what you\u2019re currently working on. Usually, it\u2019s a bit of both.<\/p>\n\n\n\n Pearl-Plaza\u2019s CX integrations<\/a> seamlessly integrate with over 100 enterprise systems to ensure you have a holistic and unified view of the customer experience data to make better business decisions. <\/p>\n\n\n\n Your customer experience manager will need excellent project management skills, including planning timelines and budgets end-to-end and getting personnel to stick to them. They also need to know how to purchase from vendors without using an RFP.<\/p>\n\n\n\n Executives have grown wary of new B2B software that promises to solve all their problems, and middle management is rarely overjoyed at the prospect of retraining staff on new platforms. That said, sometimes the current systems don\u2019t cut it, and it\u2019s up to the CX manager to understand the tradeoffs when evaluating new technology and delivering an integrated system that gets the job done.<\/p>\n\n\n\n If you want a customer experience manager that will truly revolutionize the customer experience at your organization and be able to tie those improvements to business success, you are going to need to make sure you conduct a hiring process that will yield the highest-performing professionals. Here are some steps to follow that will help you hire a high-impact customer experience manager: <\/p>\n\n\n\n One of the most important parts of the hiring process is to make sure that it gets started the right way. When you are looking for a CX manager, clarify what you are looking for and what they will be in charge of. <\/p>\n\n\n\n Are you hiring a CX manager to start your customer experience from scratch? Are they taking over a pre-existing business unit? What kind of results do you expect from a successful customer experience manager? These questions ensure that applicants are educated on the role from the beginning and eliminate misunderstandings later in the hiring process. <\/p>\n\n\n\n Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have. The ideal candidate understands that only a fraction of customer feedback comes from surveys and that an effective customer experience program<\/a> will source customer feedback from multiple sources in order to tap into the 85% of customer feedback that is unstructured. <\/p>\n\n\n\nBenefits of Having A Customer Experience Manager<\/h2>\n\n\n\n
What Background Should a CX Manager Have?<\/h2>\n\n\n\n
Key Skills and Traits of a Successful CX Manager<\/h2>\n\n\n\n
\n
Diplomacy and Negotiation Skills<\/strong><\/h3>\n\n\n\n
Tech Literacy<\/strong><\/h3>\n\n\n\n
<\/figure>\n\n\n\nProject Management Mastery<\/strong><\/h3>\n\n\n\n
A Strong Understanding of Procurement<\/strong><\/h3>\n\n\n\n
How to Hire a High-Impact CX Manager<\/h2>\n\n\n\n
1. Define the Role: <\/h3>\n\n\n\n
2. Look for Someone Who Understands the Customer<\/h3>\n\n\n\n
![](\"https:\/\/inmoment.com\/wp-content\/uploads\/2023\/01\/NA-10411-Zoom-LP-Image.png\")
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