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.

Personality Type

• Investigative / Enterprising
• Artistic / Investigative

Skills

• 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.

• 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 cross-department cooperation

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

• 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.

• Analyse data about clients

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

• Comply with food safety and hygiene

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

• Handle customer complaints

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

• Provide improvement strategies

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

• Measure customer feedback

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

• 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.

• 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.

• Maintain customer records

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

• 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.

• Plan medium to long term objectives

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

Optional knowledge and skills

Source: Sisyphus ODB