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Customer experience or user service manager

Does anticipating your customers’ needs to improve their experience and the quality of your offer sound like an interesting task? If you like implementing innovative strategies and anticipating customer needs, this is the position for you. The ITHQ provides you with all the details you need to know about this occupation.  

Duties of the customer experience manager

  • Analyze customer needs
  • Study competition offerings and analyze the market 
  • Propose strategies to improve the customer experience at every stage of their itinerary 
  • Develop, implement and evaluate improvements contributing to productivity, quality and customer satisfaction
  • Coordinate customer experience training for work teams 
  • Develop marketing, sales and customer loyalty strategies
  • Establish a complaint and service quality management system
  • Advise the company’s various departments and help them achieve their customer satisfaction objectives

Qualities of a customer experience manager

  • I have a good sense of analysis and strategy.  
  • I’m empathetic and good at anticipating other people’s needs. 
  • I like to think of new ways of doing things. 
  • I’m creative and on the lookout for trends and innovations. 
  • I find it easy to structure and communicate my ideas.
  • I’m good at mobilizing a team to achieve a common goal.
  • I’m diplomatic and like to pass on my knowledge.    
  • I have both a solid background and experience in operational management. 
  • I’m comfortable with numbers and technology. 

Required experience and training

  • You need between 5 and 10 years’ experience in a customer service management role before becoming a customer experience manager. 
  • Some organizations require a university degree for management positions. 
  • The number of years of experience required may vary depending on the type of establishment in which you work.