ISCO Occupation Group 2431.8 Customer Experience Manager
From Open Risk Manual
Definition
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.
Essential Skills
- Manage The Customer Experience
- Handle Customer Complaints
- Maintain Customer Service
- Design Customer Experiences
- Improve Business Processes
- Ensure Cross-Department Cooperation
- Comply With Food Safety And Hygiene
- Analyse Data About Clients
- Monitor Customer Behaviour
- Provide Improvement Strategies
- Analyse Business Objectives
- Measure Customer Feedback
- Ensure Information Privacy
- Develop Strategies For Accessibility
- Maintain Customer Records
- Plan Medium To Long Term Objectives
- Identify Stress Points Of Customer Interaction
- Monitor Work For Special Events
Optional Skills
- Implement Sales Strategies
- Implement Marketing Strategies
- Schedule Shifts
- Think Analytically
- Greet Guests
- Detect Drug Abuse
- Conduct Quantitative Research
- Customer Segmentation
- Train Employees
- Assist Clients With Special Needs
- Maintain Incident Reporting Records
- Perform Market Research
- Manage Health And Safety Standards
- Lead A Team In Hospitality Service
- Conduct Qualitative Research
- Identify Customer'S Needs
- Demonstrate Intercultural Competences In Hospitality Services
Alternative Names
- Guest Relations Officer
- Guest Relations Manager
- Guest Experience Manager
- Guest Relations Specialist
- Guest Experience Specialist
- Hospitality Customer Experience Manager
