customer experience manager (EN)
ISCO 2431 · v1.2.1
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.
Classification skills are not a measurement of your proficiency or future displaced hours.
Source aliases (EN)
- guest relations officer
- guest relations manager
- guest experience manager
- guest relations specialist
- guest experience specialist
- hospitality customer experience manager
Skills and knowledge
Essential (EN) · 20
- relationship marketing
- comply with food safety and hygiene
- handle customer complaints
- manage the customer experience
- use e-tourism platforms
- analyse business plans
- ensure information privacy
- improve business processes
- maintain customer service
- design customer experiences
- measure customer feedback
- identify stress points of customer interaction
- ensure cross-department cooperation
- maintain customer records
- plan medium to long term objectives
- monitor customer behaviour
- provide improvement strategies
- monitor work for special events
- analyse data about clients
- develop strategies for accessibility
Optional (EN) · 29
- customer segmentation
- implement marketing strategies
- greet guests
- engage local communities in the management of natural protected areas
- manage conservation of natural and cultural heritage
- maintain incident reporting records
- manage health and safety standards
- develop inclusive communication material
- virtual reality
- promote virtual reality travelling experiences
- improve customer traveling experiences with augmented reality
- identify customer's needs
- ecotourism
- support local tourism
- educate on sustainable tourism
- conduct quantitative research
- demonstrate intercultural competences in hospitality services
- self-service technologies in tourism
- plan shifts of employees
- support community-based tourism
- augmented reality
- assist clients with special needs
- implement sales strategies
- measure sustainability of tourism activities
- detect drug abuse
- train employees
- lead a team in hospitality service
- conduct qualitative research
- perform market research
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