Profession customer experience manager

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.

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Personality Type

  • Investigative / Enterprising
  • Artistic / Investigative

Skills

  • Analyse business objectives

    Study data according to business strategies and objectives and make both short-term and long-term strategic plans.

  • Analyse data about clients

    Study data about clients, visitors, customers or guests. Gather, process and analyse data about their characteristics, needs and buying behaviours.

  • Develop strategies for accessibility

    Create strategies for a business to enable optimum accessibility for all clients.

  • Monitor work for special events

    Oversee activities during special events taking into account specific objectives, schedule, timetable, agenda, cultural limitations, account rules and legislation.

  • Design customer experiences

    Create customer experiences to maximise client's satisfaction and profitability.

  • Maintain customer service

    Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.

  • Monitor customer behaviour

    Oversee, identify and observe the evolution of the customer's needs and interests.

  • Plan medium to long term objectives

    Schedule long term objectives and immediate to short term objectives through effective medium-term planning and reconciliation processes.

  • Identify stress points of customer interaction

    Determine inefficiencies, anomalies or inconsistencies in the way customers see your brand, service or product.

  • Provide improvement strategies

    Identify root causes of problems and submit proposals for effective and long-term solutions.

  • Manage the customer experience

    Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.

  • Handle customer complaints

    Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

  • Improve business processes

    Optimise the series of operations of an organisation to achieve efficiency. Analyse and adapt existing business operations in order to set new objectives and meet new goals.

  • Ensure information privacy

    Design and implement business processes and technical solutions to guarantee data and information confidentiality in compliance with legal requirements, also considering public expectations and political issues of privacy.

  • Measure customer feedback

    Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

  • Ensure cross-department cooperation

    Guarantee communication and cooperation with all the entities and teams in a given organisation, according to the company strategy.

  • Maintain customer records

    Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.

  • Comply with food safety and hygiene

    Respect optimal food safety and hygiene during preparation, manufacturing, processing, storage, distribution and delivery of food products.

Optional knowledge and skills

schedule shifts implement marketing strategies implement sales strategies customer segmentation perform market research identify customer's needs detect drug abuse train employees conduct quantitative research greet guests assist clients with special needs lead a team in hospitality service conduct qualitative research maintain incident reporting records demonstrate intercultural competences in hospitality services think analytically manage health and safety standards