INDUSTRY STATS
According to the U.S. Bureau of Labor Statistics, Customer Support positions are at a -1% growth rate, which is little to no change. With that said, there are currently 2,923,400 jobs in the market right now. The total number of jobs is expected to decrease by -34,500 to 2,888,900 in the period of 2020-30.
What’s more, the median annual wage for the Customer Support jobs was $35,830 in May 2020. The lowest 10% earned less than $11.59 per hour, and the highest 10% more than $27.80 per hour.
Our conclusion? The Customer Support job market is facing competition due to decreasing demand.
Top customer experience manager sections that make the best resume
- Header
- Professional summary
- Experience (with numbers and results)
- Relevant skills
- Education
- Certifications
Writing a strong Customer Experience Manager experience section
Customer experience manager resume experience section: ultimate checklist
- Use no more than 4-6 bullet points per position;
- List relevant positions and situations that add value to your application;
- Describe situations, tasks, actions, and results (the S-T-A-R method);
- Remember to include numbers in whatever form you like (e.g. the number of projects you’ve finished);
- Begin each bullet point with an action verb.
Check out the examples below when building your experience section. They will help you stand out!
- Develop and implement the customer journey as Project Manager with a cross-department team : + 15% hit rate and +22 points of NPS
- Foster 11% increase in customer loyalty by setting up corrective action and feedback loop system over 2 years
- Ensure customer push/ pull communication developments such as digital app fit customer behavior and trends
- Improve customer queries handling by developing the call center with voice over IP technologie
- Managing CX team's (+6 fte) across every european country covered
- Partner with Tech/Product teams to improve customer experience
- Development of new projects from start to finish, creating a budget, implementing timelines, testing ideas, executing and measuring results
- Track KPIs together with marketing and product teams to identify trends in user behavior and provide recommendations
- Lead the CX Improvements Management team (3 direct reports)
- Perform AS-IS Customer Journey Mapping in order to identify customer pain points and opportunities
- Pain points prioritization, tracking and reporting
- Cooperate with Avast flagship product team in order to optimize the customer lifecycle and improve CX
- Lead the Customer Service, Concierge and Fulfillment teams for all TLC programs in the US and Canada.
- Coordinated the hiring of all permanent staff, up to 30 agents, as well as any temporary staff or off site call center utilized for campaigns.
- Worked with the internal business development, account management and finance teams to plan future campaigns and complete risk management assessments for potential campaigns.
- Helped to test and implement CRM database and call management software currently used by all TLC offices worldwide.
- Implemented post campaign customer surveys and feedback questionnaires as a measure of campaign success and customer satisfaction.
- Consistently exceeded expectations with reward delivery and positive customer and client testimonials.
- Liaising with all Absa Africa countries to ensure full alignment and implementation of strategies relating to Complaints Root Cause Analysis, Quality Assurance, VOC research & Insights
- Lead the data analytics to analyze the customer experience trends and service gaps for all businesses primarily Retail, Business Banking and Corporate businesses across Absa Africa markets
- Develop and implement specific service initiatives tailored to the targets agreed for customer service level improvements for the BU (NPS, Customer Satisfaction Index, Complaints, FCR, Quality, etc.).
- Develop solutions that will enable front line team members to provide a sustainable, proficient and professional level of service to customers
- Implemented and managed CRM for better consumer engagement tostrengthen sales, loyalty and retention
- Enhanced Customer Experience to optimize business results throughdata driven personalisation
- Cultivated Customer loyalty, promoted repeat customers and improve sales.
- Excellent customer service attitude and the ability to interact with customers in a professional manner
- Analysed purchase patterns and attitudinal data of 100,000 datapoints to reveal new CRM growth opportunities to enhance consumerspending
- Improved Customer satisfaction CSAT to 91% from 84% and NetPromoter score to 85% from from 81% in 7 months.
- Strong communication and Customer interaction skills
- Maintaining up-to-date records of customer contact (customer meeting notes) and recording development activity
- Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes
- Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling
- Managed Customer requirements by planning & assigning tasks internally Consult and advise.
- In collaboration with the account/business leadership team, Participate in the development of the overall customer strategy and service delivery expectations that drive customer retention and satisfaction based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs). Recognize customer pain points and make recommendations on how best to leverage our product assets to solve their problems while achieving their goals.
- Works with top management to provide a work environment and culture that promotes customer service, staff development and achievement
- Able to deliver excellent presentations at a professional level
- Coordinate and assist in the creation and distribution of client communications (e.g., upgrades, enhancements, new features, etc.)
- Proficiently applied Analytics with tools like Python, Advanced Excel,Tableau for efficient reporting to drive major Organisational BusinessDecisions
- Developed new hire training materials; created newsletter to effectively communicate all customer experience enhancements.
- Analyzed 40000 data points from 50 surveys to understand customerpurchase behavior for lifestyle products
- Generated inferential insights and prepared marketing and consumeracquisition and retention strategies
- Managed team of 20 members effectively, Executed store strategy and Delivered exceptional customer experience.
- Worked closely with the team to improve the customer support experience which increased customer satisfaction 7.8%
- Lead the customer experience projects from conducting market research, understanding customer behavior and customer pain-points
- Designing pilot store and incorporating customer experience aspects into new store
- Formulated new and improved processes to increase management and output quality - Warehouse process
- The duties involve corporate-wide coordination from inventories, store design and operations along with staff training
- Worked with teams to initiate new projects, improving process to enhance customer satisfactions
- Built the new team "Contact Center" from customer pain points, improving communication with customers
- Implemented Project "Ticketing Management" and "Knowledge Base"
- Successfully built out Support team as the first Support hire, responsible for the overall results of the Customer Support Team including hiring, training and retention of support employees.
- Measure and report the efforts of Success of the Support team to all other departments as well as communicate customer feedback to various teams.
- Handle major customer incidents by stepping in on escalated customer issues that the team could not resolve.
- Successfully iterated on ways to improve performance, efficiency based on metrics and feedback.
- Successfully Implemented new channels of communication
- Delegate and create engaging documentation for upcoming product releases.
- Maintained a "Good" Customer Satisfaction score - above 90% consistently as well as Improved the Support Teams Response Rate
- Successfully managed, identified and prioritized incidents and bugs in collaboration with the Engineering team.
- Established metrics and QA process and protocols
- Manages and leads Customer Experience redesign focused on Customer Centricity, people, process, data and technology
- Aggregate customer feedback and delivery of Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT)
- Worked closely with the team to improve the customer support experience which increased customer satisfaction 7.8%
- Lead the customer experience projects from conducting market research, understanding customer behavior and customer pain-points
- Designing pilot store and incorporating customer experience aspects into new stores
- Formulated new and improved processes to increase management and output quality - Warehouse process
- The duties involve corporate-wide coordination from inventories, store design and operations along with staff training
- Analyzing Voice of Customer (VoC) verbatim to seek out customer pain points, improving process to enhance customer satisfactions
- Built the new team "Contact Center" from customer pain points, improving communication with customers
- Implemented Project "Case Management" and "Knowledge Base"
- Documenting processes and logging technical issues, as well as customer compliments
- Oversee hiring, orienting, and training of an organization’s customer experience team.
- Define and implement standards/procedures to ensuring optimal customer experience.
- Conduct surveys to gather information on customer opinion of rendered services.
- Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
- Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.
- Liaise with the product team to ensure delivery of high quality products and services.
- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
- Prepare and manage annual budgets in achieving set objectives and goals.Conduct studies and research to discover new techniques necessary for improving customer experience.
- Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skillsOversee the merchandising of products in an outlet to ensure it entices purchace.
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operationsAttend seminars, workshops, and conferences to improve on existing job knowledge.
- Team Performance Management: Tracked the team's Key Performance Indicators using various analytical tools such as Google Analytics, Sailthru among others.
- Business Analysis: Developed, managed and analyzed various projects aimed at improving services rendered.
- Business Reporting: Used information seen in reports and best practices to develop better work policies and procedures.
- Talent Leadership: Oversaw the hiring, orienting, and training of the customer experience team.
- Continuous Improvement: Defined, implemented and monitored standards/ procedures for ensuring optimal customer experience.
- Collaboration: Liaised with different departments to ensure delivery of high quality products and services.
- Managing user journey experience by identifying gaps in the process for Cancellations and RTO as a journey node. Finding ways in which these gaps can be fixed through process interventions or proactively solving through product solution. For example, reduce CX Cancellations for a DID scenario by routing the customer to a "priority delivery" construct and fulfilling the orders through Hyperlocal platform.
- Worked with Category teams - BGM/Home, to arrive at partnership tracks that can benefit in terms of growth (increasing profitability) as well as enhancing customer experience. Project Rakhi: Provided inputs to the Category team on product and process related changes to improve Rakhi experience from 2020 to 2021. NPS saw 38 bps increase, Delivered units increased by 7%, RTO/RVP dropped by 4%, Avg SLA dropped by ~2 days. IPU and RR also saw a significant improvement.
- Designed a Pricing error Framework to arrive at a logical way of evaluating whether customer orders should be cancelled or fulfilled by comparing the accidental discount with the standard operating margins of the category. Ensured that customer experience is safe-guarded as well as minimising burn due to the pricing error for the category.
- Managing performance improvement audit and implementation of recommendations for 10 Hudson Yards
- Directing site-level communication strategy and standards
- Collaborating on development & implementation of unified employee life cycle model
- In addition to the Floor Associate role I have the following responsibilities:
- Managing and training a team of 12 Cashiers and 5 Floor Associates
- Tracking and resolving customer complaints both in-person and phone calls
- Schedule a minimum of 3 weekly customer Art Education Classes, Events, and Demonstrations
- Providing customer's and employees new product or store updates
- Builds and maintains the product displays
- Responsible for preforming opening cash drawer audits
- In charge of moderation policies.
- Develop, implement and manage the application of content policies
- Ensure that the objectives are met in order to guarantee an optimal flow of content on the platform
- Project development to automate content management
- Responsible for the development of the end customer experience management of the national and global group of multimillion-dollar Key accounts;
- I managed an account group that was responsible for 35% of the organization's total number in Brazil, focusing on results and maintaining the customer relationship;
- C-Level and directors relationship in important organizations in different verticals, such as: retail, industry, Healthcare, Datacenters, Transportation, Telecommunications and critical infrastructure;
- Management of the end customer experience with our solutions, creating teams to support the customer requirements;
- Closed large and long term projects in different segments of the market, such as Via Varejo, Vivo, IBM, Tecban, Porto Seguro, TIM, Vale, Petrobrás, Hospital Albert Einstein, Hospital Sírio Libanes, Avenues School, Alcoa, Arcelor Mital, Votorantin, Klabin.
- Lead and development of the end customer experience in national and global group of multimillion-dollar Key accounts responsible for 35% of the organization revenue;
- C-Level and directors relationships in important organizations in verticals, such as: retail, industry, Healthcare, Datacenters, Transportation, Telecommunications and critical infrastructure;
- Closed large and long term projects in important companies in the market, such as Via Varejo, Tecban, Porto Seguro, TIM, Vale, Petrobrás, Hospital Albert Einstein, Hospital Sírio Libanes, Avenues School
- Spearheaded all Customer Advisory Board communication including but not limited to the planning and hosting of Customer Advisory Board meetings
- Orchestrated meetings with internal Executive teams and external Executive teams for our Top 100 customers to gather and analyze feedback on platforms and processes
- Pioneered communication channel between relationship management and product, operations team for supported teams
- Gathered, evaluated, and communicated customer enhancement request to product and engineering teams
- Consulted with the highest revenue customer to gather top 10 enhancement request, participate in sizing exercise with engineering teams to understand work needed for each request
- Identified top process gaps based on customer support cases and escalations and communicate to internal teams
- Served as the main advocate for Voice of Customer in cross-functional initiatives
- Acted as escalation point and SME for Customer Success and Implementation teams.
- Built from scratch a new customer service team of 20, now managing 750k interactions a year. This included launching a new customer and CRM platform alongside a live chat launch, with attributable conversion of customers engaged in a chat of £1m P.A
- Constant improvement of all KPIs - +20% YOY in revenue, +2% active rate, strong customer spend uplift and retention rate.
- Revamped last mile delivery as a key customer touch point, leading to new delivery partners and £250k of savings
- Increased conversion rate by 3% by improving the search experience of ecommerce website
- Led innovation through bringing teams together and using external resources and talents to achieve our customer first business strategy through our Huel+1 inititative.
- Sitting on the senior leadership team, driving CX initiatives business wide
PRO TIP
Show off real numbers that display your accomplishments in past roles. Instead of listing out your responsibilities as Customer Experience Manager, talk about the measurable impact you made to their business. Did you boost their revenue? Increase customer retention? Mention your proudest points on your resume.
Action verbs for your customer experience manager resume
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Writing a strong skills section for your customer experience manager resume
Checklist for your Customer Experience Manager skills section:
- Include all relevant skills from the job description to pass ATS;
- Focus on skills that show your expertise;
- List your technical skills in a clear and concise manner;
- Leave room for transferable skills related to teamwork, communication, negotiation, and conflict management.
Top skills for your customer experience manager resume
Salesforce
MS Office
CRM
Forecasting
Cold Calling
Business Development
Customer Service
Project Management
Relationship Building
Time Management
Storytelling
Research / Information Gathering.
Critical Thinking
Problem Solving.
Tech Savvy
Networking
PRO TIP
When picking skills to feature in your resume, make sure they'll be relevant to the position you’re applying to. The point of listing skills is for you to stand out from the competition. Stay away from repetitive, meaningless skills that everyone uses in their resumes. Or else, they’ll backfire and make you look like an average candidate.
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Customer experience manager resume header: tips, red flags, and best practices
Checklist for your customer experience manager resume header
- Your name and surname in a legible and larger resume font
- The job title you’re applying for or your current job title as a subheading to your name
- Link to your portfolio or online profile, such as LinkedIn
- Address (City and State for the US; just your city for rest of the world)
- Email address
- Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)
Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:
- first.last@gmail.com
- last.first@gmail.com
- firstlast@gmail.com
- f.last@gmail.com
- first.l@gmail.com
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PRO TIP
Some companies, states, and countries have non-discrimination policies about what kind of information can be included on your Customer Experience Manager resume. This might include a photo (which is often included in a resume header and might be on personal web pages you link to). You can always email the company’s HR department to ask about their policies before you apply.
The ideal summary for your customer experience manager resume
Mastering the summary section: checklist
- Mention the total years of experience you have in the field;
- Focus on 2 to 3 of your top achievements;
- Highlight the things that make you the best fit for the position;
- Go for short, easy-to-read sentences to keep the recruiter’s attention.
Resume summary formula:
PRO TIP
You’re not going to get hired simply because of a good summary or objective. However, your recruiter can bump you up in front of similarly experienced candidates who didn’t demonstrate such passion and drive.
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Things to include in your customer experience manager resume education section
Customer experience manager resume education section checklist:
- Mention your highest education degree;
- Add the duration of your course and the institution you attended;
- List the awards you’ve received during your studies;
- Feature your certifications if they are relevant to the position;
- Entry-level positions: Share more about projects and classes.
Top Certifications for your Customer Experience Manager Resume
Customer Experience Management (CX): MASTERCLASS 2022
#1 Customer Experience Management Course. Discover The Art Of A Client-Centric Culture. Customer Journey. B2B. B2C.
Customer Experience Certification Workshop
The workshop that will help you get the CCXP certification
Customer Success | How to Actively Engage Your Customers
Deliver an Exceptional Experience
Customer Success Manager: Fundamentals to your CSM career
The foundations to become a great Customer Success Manager in a tech company. A very well paid profession on the rise
Customer Experience Management Blueprint
Learn How To Create A Profitable and Cost-Effective Customer Experience Strategy with These Practical Tools and Lectures
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PRO TIP
If you hold a certain major and a minor, your majors should be mentioned first.
Formatting your customer experience manager resume
What’s worse than a .docx resume? A resume with a poorly chosen format.
In general, there are three basic resume formats we advise you to stick with:
- Reverse-chronological resume format;
- Functional skills-based resume format;
- Combination (or Hybrid) resume format.
Choosing between them is easy when you’re aware of your applicant profile – it depends on your years of experience, the position you’re applying for, and whether you’re looking for an industry change or not.
The reverse-chronological resume format is just that – all your relevant jobs in reverse-chronological order. It’s great for applicants with lots of experience, no career gaps, and little desire for creativity.
When working with less experienced applicants, we suggest the functional skills-based resume format. It’s great for recent graduates or people with large career gaps. Functional skills-based resumes focus on your personality, the skills you have, your interests, and your education. Ultimately, the idea is to show you’re the perfect fit without putting too much emphasis on your work experience (or lack thereof).
If you’re in the middle or are generally looking to make your resume feel more modern and personal, go for the combination or hybrid resume format. It offers the best of both worlds by combining sections focused on experience and work-related skills and at the same time keeping space for projects, awards, certifications, or even creative sections like ‘my typical day’ and ‘my words to live by’.
Customer Experience Manager Resume Formatting Checklist
- Choose the resume format based on your level of experience and the company you’re applying for
- Go for a traditional 10-12p font
- Stick to 1-inch page margins to ensure high readability
- Match the length of your resume to your experience, but don’t go for more than two pages!
To take it a step further, check out how your resume can stand out without leaning too much on the creative side.
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PRO TIP
Test your draft Customer Experience Manager resume by sending it out to peers and mentors in your circles. Ask them to review it as if they are hiring you for a project and implement the feedback afterwards.
Additional sections for your customer experience manager resume
In some cases, especially when it comes to entry-level positions, adding more sections beyond the usual ‘experience’, ‘skills’, and ‘education’ works well in your favor. Such additional sections will help you paint a fuller picture of who you are in the recruiter’s head.
Here’s a list of fun yet informative additional sections for your resume:
Making your customer experience manager resume creative
We know too well that recruiters go through tons of resumes every day. The worse part is, they often need to hire people for different positions and teams. So how do you make yourself stand out in such cases?
By adding a dash of creativity to your Customer Experience Manager resume. It can be in the form of a colorful layout, a section describing your typical day, or even a picture of your favorite book – you decide!
Just make sure that the levels of creativity match the industry, company, and position you’re applying for.
What makes a great customer experience manager resume: key takeaways
- Choose a resume layout that sends the right message across and fits your current career situation;
- Create a resume header that shows your desired job title, and easy to find contact numbers;
- Be specific about your experience, accomplishments and future goals in your summary;
- Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
- List soft skills backed by examples;
- Add all of your technical skills and certifications that you have and match the job description;
- Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.
