Customer Executive Job Description
Customer executives address all customer problems, complaints, questions, concerns, and feedback. The customer executive is responsible for smoothing over any issues that may arise with customers to keep them feeling happy and well-served, so they continue to buy products and services. Customer executives, a management position, often supervise the rest of the customer service and sales staff, providing schedules and training for these professionals. Customer executives work in office and retail environments and may work night and weekend hours to be available during peak customer times.
Customer Executive Duties and Responsibilities
Customer executives work for companies that rely on customers, including retail environments. Many different types of companies hire customer executives, but their general duties are the same in any industry or place of work:
Provide Customer Service
The customer executive is responsible for keeping customers happy, addressing problems and issues when they arise. This may mean providing discounts or special bargains to create customer satisfaction, or otherwise solving problems to keep customers happy so they will continue to give their business to the company.
The customer executive is in charge of customer service, hiring, supervising, and training all customer service representatives who work within the company. Supervising the staff also includes writing the work schedules for all customer service representatives and managing any staff problems that arise.
Follow Up with Customers
Customer executives must follow up with customers after problems arise, to make sure they are satisfied with the measures taken to make them happy. This may mean providing customers with additional discounts or special offers.
Customer executives greet customers who come into the business and answer the phone when customers call.
Customer executives are a liaison between customers and the companies they represent, which means some marketing work goes along with the job. Customer executives create promotions and come up with sales designed to bring more customers into the business to keep a steady stream of new customers coming through the doors.
Customer Executive Skills and Qualifications
Employers look more at experience than education when hiring customer executives and are more inclined to hire candidates who display the following abilities in addition to past customer service experience:
- Communication – because customer executives are in charge of all customer service for the business, good communication is a key element of this position
- Problem-solving – knowing how to quickly resolve problems when they arise is a skill that customer executives will use on a daily basis to appease customers and keep the staff happy
- Conflict resolution – customer executives are supervisors, which requires good conflict resolution knowledge to keep the staff functioning smoothly and working well together
- Sales – the ultimate goal is to get customers to buy products and services from the company
- Mathematics – offering on-the-spot discounts and special sales prices to customers requires a good grasp of numbers and at least a basic understanding of how to perform simple mathematical calculations in a moment’s notice
Customer Executive Education and Training
Customer executives are not required to have a degree, though having an associate’s or bachelor’s degree in business or marketing can help professionals advance more quickly and earn more money. Primarily, employers seek out customer executives who have a customer service background.
Those who are hired to become customer executives will receive only rudimentary training to become familiar with the computer system used by the company and the layout of the business; learning the best ways to do the job is the responsibility of the customer executive.
Customer Executive Salary and Outlook
Customer executives earn about $39,112 to $183,237 per year, depending on where they work, with a median income of $85,681 annually. Information from the Bureau of Labor Statistics shows that the median pay for advertising, promotions, and marketing managers in 2016 was $127,560 per year, or $61.33 per hour. There were 249,600 jobs available in this field in 2016, with the predicted job growth at 10 percent through 2026, faster than the national average.
Customer Executive Helpful Resources
Stay in the know and up-to-date as a customer executive by using the following resources:
American Society for Association Executives – This association is for all executives who want to strengthen their leadership and customer service skills in any industry.
Customer Centricity – Written by behavioral data expert Peter Fader, this book covers everything professionals need to know about dealing with customers in a professional way that keeps them feeling satisfied and happy with the service they receive.
The Customer Success Association – Use this website to view resources and forums for customer service agents of all types, across all industries, and stay up-to-date on conferences and events for customer executives.
Executive Presence: The Missing Link Between Merit and Success – This book offers executives all the information they need to become effective leaders in their chosen fields.
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