What does a customer experience manager do?

Customer experience manager role guide

In today’s highly competitive business landscape, providing an exceptional customer experience has become more crucial than ever. Whether you’re an executive seeking to enhance your company’s customer satisfaction or a seasoned professional aiming to elevate your career prospects, understanding the role of a customer experience manager (CEM) can be a game-changer.


This article delves into the essential aspects of the CEM role, offering valuable insights that can empower you to make informed decisions, improve customer experiences, and pave the way for professional growth.

This article will cover the following:

What is a customer experience manager?

A customer experience manager (CEM) is a dedicated professional responsible for overseeing and enhancing the overall experience that customers have with a company. Their primary purpose is to ensure that every touchpoint along the customer journey is optimized to meet or exceed customer expectations, ultimately driving customer satisfaction and loyalty.

Customer experience managers play a pivotal role in helping companies succeed by implementing customer-centric strategies and initiatives. They contribute to the growth of businesses by identifying areas for improvement, refining processes, and enhancing brand reputation through exceptional customer interactions.

What does a customer experience manager do?

There are several common responsibilities that professionals in this role typically undertake. Here are some key tasks performed by customer experience managers:

To gain expertise in managing these responsibilities, individuals can gain experience in their current positions or explore related roles for hands-on experience.

Customer experience manager skills

Success in the role of a CEM relies on a diverse set of skills that allow for effective communication, analysis, and strategy implementation. Here are eight key skills that contribute to a CEM’s proficiency:

customer experience manager skills communication

customer experience manager skills analytical

customer experience manager skills problem solving

customer experience manager skills leadership

customer experience manager skills customer-centric

customer experience manager skills decision-making

customer experience manager skills adaptability

Experience required for a customer experience manager role

Employers usually seek candidates for customer experience management positions who have relevant professional experience. Relevant experience can include a variety of different skills when it comes to landing a customer experience manager role.

Job titles or types of industry experience that can lead to a customer experience manager role include:

How to become a customer experience manager

The path to becoming a CEM may vary depending on individual goals and professional backgrounds. But strong communication and analytical skills, experience in managing customer service teams, and a customer-centric mindset will be helpful in performing the role.

If you don’t have prior experience in the field, consider pursuing a bachelor’s degree in a relevant field, such as business, marketing, or communication. Additionally, look for entry-level jobs in customer service or related roles to gain practical experience and exposure to customer-centric strategies. This hands-on experience will provide a valuable foundation for transitioning into a customer experience management role.

On the other hand, if you already have experience in the field but aspire to secure a management position, consider pursuing a graduate degree. Higher education can help to deepen your knowledge and enhance your credibility as a customer experience professional.

Pursuing a management role in customer experience can align with both personal and professional goals to make a significant impact on customer satisfaction and loyalty and ultimately contribute to the success of an organization.

Customer experience manager salary

According to Glassdoor, the estimated total pay for a customer experience manager is $83,838 per year in the United States, with an average annual salary of $58,435. When determining a CEM’s salary, organizations may consider factors such as the candidate’s qualifications, level of responsibility, size and scope of the company, and the industry in which they operate. Additionally, geographic location can influence salary ranges due to cost of living and market demand variances.

Individuals aspiring to become customer experience managers should research industry-specific salary trends and consult job portals and professional networks to gain understanding of the salary range associated with this role. For example, tech and finance companies often pay higher-than-average salaries than those in other industries. As you gain more experience and skill, you may have the opportunity to negotiate for higher salary and additional benefits based on the value you bring to an organization.

Manage your customer experience efficiently with Adobe Experience Platform

With the capabilities of Adobe Experience Platform, customer experience managers can optimize their company’s customer experience. This comprehensive platform provides a suite of tools and solutions designed to streamline and personalize customer interactions across multiple channels.

From data management and analytics to campaign management and content delivery, Experience Platform empowers customer experience managers to gather actionable insights, create personalized experiences, and deliver exceptional customer journeys.

Learn more about Adobe Experience Platform by watching an overview video or requesting a demo.