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.

Alternative Labels

guest relations officer

guest relations manager

guest experience manager

guest relations specialist

guest experience specialist

hospitality customer experience manager

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

analyse business objectives handle customer complaints plan medium to long term objectives develop strategies for accessibility maintain customer records provide improvement strategies monitor work for special events design customer experiences identify stress points of customer interaction improve business processes ensure information privacy maintain customer service manage the customer experience monitor customer behaviour use e-tourism platforms ensure cross-department cooperation analyse data about clients comply with food safety and hygiene measure customer feedback

Optional Skills and Competences

demonstrate intercultural competences in hospitality services develop inclusive communication material implement marketing strategies think analytically train employees detect drug abuse support community-based tourism measure sustainability of tourism activities educate on sustainable tourism perform market research schedule shifts maintain incident reporting records greet guests identify customer's needs conduct qualitative research engage local communities in the management of natural protected areas manage health and safety standards support local tourism improve customer traveling experiences with augmented reality implement sales strategies conduct quantitative research promote virtual reality travelling experiences manage conservation of natural and cultural heritage lead a team in hospitality service assist clients with special needs

Optional Knowledge

self-service technologies in tourism customer segmentation virtual reality augmented reality ecotourism

Concept URI

Concept Uri

http://data.europa.eu/esco/occupation/9c9752b7-3e3b-4a08-8553-b63a013f8072

Status

released

Occupations