customer experience manager
Code 2431.8
Customer experience managers monitor customer experiences by creating, evaluating and improving the customer's interaction organisations in the hospitality, recreation or entertainment industry. They develop plans of action to optimise all aspects of the customer's experience. Customer experience managers strive to ensure customer satisfaction and boost company profits.
Essential skills
Skills and competences
- analyse data about clients
- analizar objetivos empresariales
- ensure cross-department cooperation
- design customer experiences
- develop strategies for accessibility
- ensure information privacy
- manage the customer experience
- identify stress points of customer interaction
- maintain customer service
- maintain customer records
- improve business processes
- comply with food safety and hygiene
- monitor customer behaviour
- monitor work for special events
- use e-tourism platforms
Transversal competences
- handle customer complaints
- plan medium to long term objectives
- provide improvement strategies
- measure customer feedback
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What to assess for this role
Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.
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Sources
This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences