Average resume stats for your industry
Words
478
Pages length
2.4 p
Job titles per resume
3.4
Bullet points per job title
11.1
Experience
9.9 years
Top Skills for Customer Experience Manager resume
HARD SKILLS
  • Salesforce
  • MS Office
  • CRM
  • Forecasting
  • Cold Calling
SOFT SKILLS
  • Relationship Building
  • Time Management
  • Storytelling
  • Research / Information Gathering.
  • Critical Thinking
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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

How to write a Customer Experience Manager resume experience section

Customer Experience Manager Resume’s Job Experience Checklist:

icon book open

  • Use 4-6 bullet points per job title;
  • Don’t go further than a decade behind when describing your job history, unless you’re applying for an executive position;
  • Combine job responsibilities as well as achievements with numbers in results when you describe your past work;
  • Start each sentence with a power verb and avoid overused buzzwords;
  • Use either C-A-R or S-T-A-R methodology, when describing your experience.

The work experience samples below come from real Customer Experience Manager resumes that got people hired at top companies. You can use them as an inspiration to build your own resume:

Work Experience
Customer Experience Manager
Hermiston LLC
2019-2021
  • 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
Work Experience
Customer Experience Manager
Sanguine
2012-2014
  • 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
Work Experience
Customer Experience Manager
Champlin LLC
2017-2018
  • 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
Work Experience
Customer Experience Manager
Bravura Combo
2015-2019
  • 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.
Work Experience
Customer Experience Manager
Hessel - Ruecker
2018-2020
  • 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
Work Experience
Customer Experience Manager
Metz - McCullough
2012-2014
  • Implemented and managed CRM for better consumer engagement to
    strengthen sales, loyalty and retention
  • Enhanced Customer Experience to optimize business results through
    data 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 data
    points to reveal new CRM growth opportunities to enhance consumer
    spending
  • Improved Customer satisfaction CSAT to 91% from 84% and Net
    Promoter 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
Work Experience
Customer Experience Manager
Erudite
2016-2017
  • 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 Business
    Decisions
  • Developed new hire training materials; created newsletter to effectively communicate all customer experience enhancements.
  • Analyzed 40000 data points from 50 surveys to understand customer
    purchase behavior for lifestyle products
  • Generated inferential insights and prepared marketing and consumer
    acquisition and retention strategies
  • Managed team of 20 members effectively, Executed store strategy and Delivered exceptional customer experience.
Work Experience
Customer Experience Manager
Bravura Combo
2015-2017
  • 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"
Work Experience
Customer Experience Manager
Zeal Wheels
2012-2014
  • 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

Work Experience
Customer Experience Manager
Nixue Root
2018-2020
  • 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
Work Experience
Customer Experience Manager
Candor Corp
2019-2021
  • 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 skills
    Oversee the merchandising of products in an outlet to ensure it entices purchace.
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
    Attend seminars, workshops, and conferences to improve on existing job knowledge.
Work Experience
Customer Experience Manager
Erudite
2016-2017
  • 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.
Work Experience
Customer Experience Manager
Bode - Jones
2012-2018
  • 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.
Work Experience
Customer Experience Manager
Quads
2017-2020
  • 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
Work Experience
Customer Experience Manager
Jaskolski, Waelchi and Yundt
2009-2014
  • 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
Work Experience
Customer Experience Manager
Schmeler and Sons
2020-2022
  • 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
Work Experience
Customer Experience Manager - End Customers & Global Accounts Manager
DuBuque, Conroy and Durgan
2012-2018
  • 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.
Work Experience
Customer Experience Manager - End Customers & Global Accounts Manager
Erudite
2020-2022
  • 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
Work Experience
Senior Customer Experience Manager
Quads
2017-2021
  • 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.

Work Experience
Senior Global Customer Experience Manager
Hahn Inc
2012-2014
  • 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
pro tip icon

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

At Enhancv, we went through countless Customer Experience Manager resumes and uncovered which are the unique words people use to spice up their resumes. Forget about buzzwords - use these power words instead to make your experience section shine.

Customer Experience Manager Resume Skills’ Tips & Tricks to Impress Recruiters

Resume Skills Section Checklist:

icon book open

  • Ensure your hard skills section (including technologies) are exactly matching the job description.
  • Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
  • Find a way to showcase your skills beyond the skills section.
  • Your resume’s skill section is important to ATS systems - so don’t skip it.
Top Skills for your Customer Experience Manager resume
HARD SKILLS
  • Salesforce
  • MS Office
  • CRM
  • Forecasting
  • Cold Calling
  • Business Development
  • Customer Service
  • Project Management
SOFT SKILLS
  • Relationship Building
  • Time Management
  • Storytelling
  • Research / Information Gathering.
  • Critical Thinking
  • Problem Solving.
  • Tech Savvy
  • Networking
PRO TIP
pro tip icon

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.

what to write in your resume header

CHECKLIST For Your Customer Experience Manager Resume Header

icon book open

  • 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
PRO TIP
pro tip icon

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.

Customer Experience Manager Resume Summary Best Practices

what to write in your resume summary

Checklist: What to include in your Customer Experience Manager resume summary:

icon book open

  • Years of experience;
  • Highlight top 3 skills and proficiencies;
  • One big professional accomplishment you’re most proud of, that you can tie with the aforementioned skills;
  • Use short, direct sentences - but no more than three - to keep the HRs interested.
writing icon

Resume Summary Formula:

Resume Summary Formula: [Adjective] [job title] with [number] years of experience in [industry], a proven ability to [relevant, measurable skills], and a strong background in [relevant context of your work experience] seeks a position as [the job title you’re applying for].
PRO TIP
pro tip icon

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.

Listing Your Education, Certifications and Courses

Resume Education Section Checklist:

icon book open

  • Ensure your hard skills section (including technologies) are exactly matching the job description.
  • Don’t simply list your soft skills. Apply the “show, don’t tell” principle - let your job achievements speak for themselves.
  • Find a way to showcase your skills beyond the skills section.
  • Your resume’s skill section is important to ATS systems - so don’t skip it.

Top Certifications for your Customer Experience Manager resume

Certification Image
Customer Experience Management (CX): MASTERCLASS 2022
#1 Customer Experience Management Course. Discover The Art Of A Client-Centric Culture. Customer Journey. B2B. B2C.
Certification Image
Customer Experience Certification Workshop
The workshop that will help you get the CCXP certification
Certification Image
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
Certification Image
Customer Experience Management Blueprint
Learn How To Create A Profitable and Cost-Effective Customer Experience Strategy with These Practical Tools and Lectures
PRO TIP
pro tip icon

If you hold a certain major and a minor, your majors should be mentioned first.

Customer Experience Manager Resume: Additional Writing & Formatting Tips

There are three basic resume formats you can choose from:

The most optimal format for your particular case will depend on your years of experience, as well as whether you’re switching industries or not.

Reverse chronological resumes are best suited for experienced individuals who are sticking to their industry. The experience section takes a central place, and its bullets contain your responsibilities and achievements, coupled with numbers and results.

Functional resumes are used by less experienced jobseekers or career changers. Note that it’s not a format that recruiters prefer, as most are used to the classic chronological alignment. Instead of a list of job titles, functional resumes focus on your skills, and through what experiences you gained them.

Hybrid resumes are great for both experienced and entry-level candidates, as well as career changers. They combine the best of both worlds - most often in a double column format, where one side of the content is focused on your experience, whereas the other - on your skills, strengths, and proudest moments.

Customer Experience Manager Resume Summary best practices

Here are more resume tips regarding your layout and style:

To take it a step further, check out how your resume can stand out without leaning too much on the creative side.

PRO TIP
pro tip icon

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.

Other sections to include in your resume

Depending on the type of company (corporation or start-up; innovative or traditional), job seniority level and your location, you may want to include more sections to your Customer Experience Manager resume:

Customer Experience Manager Resume: How to Make Yours More Creative & Stand Out

When you send your resume to a potential employer, chances are it's the fiftieth one they've seen that day. That's why you need to make your Customer Experience Manager resume stand out for the right reasons. That means showing your personality, not just your professional experience. Employers are far more likely to remember a candidate who seems like a genuine person and not a robot. Do this by including your passions (which is also a great place to demonstrate skills on a resume), share your favorite books, or even what your usual day looks like.

day of my life on resume - Enhancv resume section

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.
Volen Vulkov Avatar
Volen Vulkov
8 minute read
Updated on 2022-03-25

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