What Does a CX Manager Do?

What Does a Customer Experience Manager Do?

A somewhat new concept among customer service jobs, the Customer Experience Manager (CXM) is a role many don’t fully understand. This is most likely due to its versatility – a Customer Experience Manager has the freedom and flexibility to incorporate several disciplines of marketing at once. CXM roles often manage, supervise and oversee multiple different processes, all geared toward inspecting and coordinating all the points of contact between a customer and a business. Today, we’re going to delve into exactly what this means, and what you could expect from working in a CXM role.


Creating Great Customer Experiences

In order to create positive customer interactions, a Customer Experience Manager leverages all the information at their disposal to be able to truly understand what a customer is looking for. To this end, the CXM needs to have a data-driven, comprehensive view of all their accounts. There are three main stages to drafting the sort of customer focused strategy that allows this:

1.    Understand your Market

The first step in creating a customer experience strategy should always be researching the client’s concerns and practices, and using this to organize customer segmentation.

2.    Map the Customer Journey

Once you know your niche, it’s important to know how they find you. Creating a map of the customer journey highlights client/business contact-points, and helps you project future interactions.

3.    Forge Connections

Creating a genuine emotional connection requires you to balance your own personality with a brand personality. It really helps to be in a position in which these align perfectly!


Why is the Customer Journey Important?

Mapping the customer journey may seem unimportant, or even like a completely unnecessary step. However, once you really examine how much data there is waiting to be tapped by monitoring the channels involved in the process of drawing in customers, you’ll realize why it’s a vital step.

Not only are there many traditional conduits to be aware of – such as direct web traffic, phone calls, and face-to-face meetings – in today’s technological climate, there are constantly emerging channels to be aware of too, and there is always the potential for prospective clients to be using them from the outset.

The more communication channels your business has, the more complicated the job of a CXM becomes. Staying abreast of every public-facing outlet your organization has will serve to streamline the onboarding process for new clients.


What Are Personalization Strategies?

New advances in marketing technology – mobile marketing, geotagged marketing – help businesses find potential customers and advertise directly to them. Sifting through the data involved in these sorts of strategies is too much for a CXM alone, so they often work within support teams, able to help them manage the data required to effectively pursue new clients. This way, a CXM has the freedom to also act like a key account manager, and focus on maintaining relationships with existing clients, instead of only chasing new leads.


Need to Know More?

Here at Les Mills International, we’re taking expressions of interest for CXM roles right now. If you’ve got sales experience and a passion to help others fall in love with fitness, we want to hear from you. Visit our careers page now for details.


Click on the hashtag below to learn more, view our current opportunities... and apply.





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Les Mills
Les Mills