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

  • Monitor work for special events

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

  • 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.

  • Develop strategies for accessibility

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

  • Provide improvement strategies

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

  • Comply with food safety and hygiene

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

  • Design customer experiences

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

  • Identify stress points of customer interaction

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

  • Measure customer feedback

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

  • 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.

  • Maintain customer records

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

  • Analyse data about clients

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

  • Monitor customer behaviour

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

  • 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 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.

  • Handle customer complaints

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

  • Plan medium to long term objectives

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

  • Analyse business objectives

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

  • 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.

Optional knowledge and skills

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

Common job titles

  • Customer experience manager
  • Mgr cust experience process improvement
  • Senior process manager, credit review (central services)
  • Client solutions manager
  • Guest experience manager
  • Customer development manager, small business card- jersey city
  • Global customer service manager