{"id":31914,"date":"2023-07-04T16:10:36","date_gmt":"2023-07-04T20:10:36","guid":{"rendered":"https:\/\/www.ithq.qc.ca\/?post_type=outlook&#038;p=31914"},"modified":"2025-02-25T15:12:38","modified_gmt":"2025-02-25T20:12:38","slug":"customer-experience-or-user-service-manager","status":"publish","type":"outlook","link":"https:\/\/www.ithq.qc.ca\/en\/future-students\/careers-and-professions\/customer-experience-or-user-service-manager\/","title":{"rendered":"Customer experience or user service manager"},"content":{"rendered":"\n<p>Does anticipating your customers&#8217; 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.&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Duties of the customer experience manager<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Analyze customer needs<\/li>\n\n\n\n<li>Study competition offerings and analyze the market&nbsp;<\/li>\n\n\n\n<li>Propose strategies to improve the customer experience at every stage of their itinerary&nbsp;<\/li>\n\n\n\n<li>Develop, implement and evaluate improvements contributing to productivity, quality and customer satisfaction<\/li>\n\n\n\n<li>Coordinate customer experience training for work teams&nbsp;<\/li>\n\n\n\n<li>Develop marketing, sales and customer loyalty strategies<\/li>\n\n\n\n<li>Establish a complaint and service quality management system<\/li>\n\n\n\n<li>Advise the company&#8217;s various departments and help them achieve their customer satisfaction objectives<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Qualities of a customer experience manager<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>I have a good sense of analysis and strategy.&nbsp;&nbsp;<\/li>\n\n\n\n<li>I&#8217;m empathetic and good at anticipating other people&#8217;s needs.&nbsp;<\/li>\n\n\n\n<li>I like to think of new ways of doing things.&nbsp;<\/li>\n\n\n\n<li>I&#8217;m creative and on the lookout for trends and innovations.&nbsp;<\/li>\n\n\n\n<li>I find it easy to structure and communicate my ideas.<\/li>\n\n\n\n<li>I&#8217;m good at mobilizing a team to achieve a common goal.<\/li>\n\n\n\n<li>I&#8217;m diplomatic and like to pass on my knowledge.&nbsp;&nbsp;&nbsp;&nbsp;<\/li>\n\n\n\n<li>I have both a solid background and experience in operational management.&nbsp;<\/li>\n\n\n\n<li>I&#8217;m comfortable with numbers and technology.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Required experience and training<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You need between 5 and 10 years&#8217; experience in a customer service management role before becoming a customer experience manager.&nbsp;<\/li>\n\n\n\n<li>Some organizations require a university degree for management positions.&nbsp;<\/li>\n\n\n\n<li>The number of years of experience required may vary depending on the type of establishment in which you work.<\/li>\n<\/ul>\n\n\n  <section class=\"activity-related-block theme-block alignfull\">\n    <div class=\"block-heading container\">\n      <h2 class=\"block-heading__subtitle\">Programs leading to this profession<\/h2>\n          <\/div>\n    <div class=\"activity-related__carousel-wrapper\">\n      <div class=\"activity-related__carousel swiper\">\n        <div class=\"swiper-wrapper\">\n          \n<div class=\"activity-item activity-item--program swiper-slide\">\n  <a class=\"activity-item__inner\" href=\"https:\/\/www.ithq.qc.ca\/en\/future-students\/programs\/bachelor-in-hospitality-and-hotel-management\/\">\n    <div class=\"activity-item__thumbnail-wrapper\">\n      <div class=\"activity-item__thumbnail\" style=\"background-image:url(https:\/\/cdn.ithq.qc.ca\/uploads\/2024\/08\/Ecole_etudiants-travail-equipe-scaled.jpg);\"><\/div>\n          <\/div>\n    <p class=\"activity-item__title\">Applied Bachelor \u2013 Hospitality and Hotel Management<\/p>\n        <div class=\"activity-item__degree\">\n                <p class=\"code\">Appl. B. M.<\/p>\n                    <p class=\"label\">94 credits<\/p>\n    <\/div>\n  <\/a>\n<\/div>\n        <\/div>\n        <div class=\"activity-related__scrollbar-wrapper\">\n          <div class=\"swiper-scrollbar\"><\/div>\n        <\/div>\n        <div class=\"activity-related__arrows-wrapper\">\n          <div class=\"swiper-button-prev\"><\/div>\n          <div class=\"swiper-button-next\"><\/div>\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/section>\n  \n\n  <section class=\"outlooks-carousel-block theme-block alignfull\">\n    <div class=\"block-heading container\">\n      <h2>\n                          <span class=\"block-heading__subtitle\">Related jobs<\/span>\n              <\/h2>\n    <\/div>\n    <div class=\"outlooks-carousel__carousel-wrapper\">\n      <div class=\"outlooks-carousel__carousel swiper\">\n        <div class=\"swiper-wrapper\">\n          \n<div class=\"outlook-item-wrapper swiper-slide\">\n  <a class=\"outlook-item\" href=\"https:\/\/www.ithq.qc.ca\/en\/future-students\/careers-and-professions\/hotel-manager\/\">\n    <div class=\"outlook-item__thumbnail\" style=\"background-image:url(https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/07\/Metier_directeur-hotellerie-scaled.jpg);\"><\/div>\n    <div class=\"outlook-item__content-wrapper\">\n      <div class=\"outlook-item__content\">\n        <div class=\"content-wrapper\">\n          <p class=\"outlook-item__title\">Hotel manager<\/p>\n        <\/div>\n        <div class=\"icon-wrapper\">\n          <span class=\"svg\">\n            <svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M2 12H21M21 12L12.1013 3M21 12L12.1013 21\" stroke=\"currentColor\" stroke-width=\"2\" class=\"stroke-base-color\" \/>\n<\/svg>\n          <\/span>\n          <span class=\"svg\">\n            <svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M2 12H21M21 12L12.1013 3M21 12L12.1013 21\" stroke=\"currentColor\" stroke-width=\"2\" class=\"stroke-base-color\" \/>\n<\/svg>\n          <\/span>\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/a>\n<\/div>\n\n<div class=\"outlook-item-wrapper swiper-slide\">\n  <a class=\"outlook-item\" href=\"https:\/\/www.ithq.qc.ca\/en\/future-students\/careers-and-professions\/tourism-association-director\/\">\n    <div class=\"outlook-item__thumbnail\" style=\"background-image:url(https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/07\/Metier_directeur-association-scaled.jpg);\"><\/div>\n    <div class=\"outlook-item__content-wrapper\">\n      <div class=\"outlook-item__content\">\n        <div class=\"content-wrapper\">\n          <p class=\"outlook-item__title\">Tourism association director<\/p>\n        <\/div>\n        <div class=\"icon-wrapper\">\n          <span class=\"svg\">\n            <svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M2 12H21M21 12L12.1013 3M21 12L12.1013 21\" stroke=\"currentColor\" stroke-width=\"2\" class=\"stroke-base-color\" \/>\n<\/svg>\n          <\/span>\n          <span class=\"svg\">\n            <svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M2 12H21M21 12L12.1013 3M21 12L12.1013 21\" stroke=\"currentColor\" stroke-width=\"2\" class=\"stroke-base-color\" \/>\n<\/svg>\n          <\/span>\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/a>\n<\/div>\n        <\/div>\n        <div class=\"outlooks-carousel__scrollbar-wrapper\">\n          <div class=\"swiper-scrollbar\"><\/div>\n        <\/div>\n        <div class=\"outlooks-carousel__arrows-wrapper\">\n          <div class=\"swiper-button-prev\"><\/div>\n          <div class=\"swiper-button-next\"><\/div>\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/section>\n  \n\n\n<div class=\"wp-block-media-text alignwide has-media-on-the-right is-stacked-on-mobile\"><div class=\"wp-block-media-text__content\">\n<h3 class=\"wp-block-heading\">Would you like more information?<\/h3>\n\n\n\n<p>We&#8217;ll be happy to answer any questions you may have about the hospitality industry\u2019s occupations and programs.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.ithq.qc.ca\/en\/future-students\/contact-school-information-and-international-students-services\/\">Contact our team<\/a><\/div>\n<\/div>\n<\/div><figure class=\"wp-block-media-text__media\"><img decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/05\/Entreprise_service-conseil-contact-main-clavier-1024x683.jpg\" alt=\"\" class=\"wp-image-20020 size-full\" srcset=\"https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/05\/Entreprise_service-conseil-contact-main-clavier-1024x683.jpg 1024w, https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/05\/Entreprise_service-conseil-contact-main-clavier-1000x667.jpg 1000w, https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/05\/Entreprise_service-conseil-contact-main-clavier-300x200.jpg 300w, https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/05\/Entreprise_service-conseil-contact-main-clavier-768x512.jpg 768w, https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/05\/Entreprise_service-conseil-contact-main-clavier-1536x1024.jpg 1536w, https:\/\/cdn.ithq.qc.ca\/uploads\/2023\/05\/Entreprise_service-conseil-contact-main-clavier.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<section class=\"wp-block-vortex-blocks-contact-cta-columns alignwide contact-cta-columns-block\"><div class=\"contact-cta-columns-block__columns\">\n<div class=\"wp-block-vortex-blocks-contact-cta contact-cta-block\"><div class=\"contact-cta-block__inner\"><div class=\"contact-cta__icon-wrapper\"><div><svg width=\"41\" height=\"42\" viewBox=\"0 0 41 42\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M0 41.5V14c0-2.2091 1.7909-4 4-4h23.5c2.2091 0 4 1.7909 4 4v17.5c0 2.2091-1.7909 4-4 4H7l-7 6Z\" fill=\"#000\" fill-opacity=\".5\" class=\"fill-base-color\"><\/path><path d=\"M40.5 35.5V4c0-2.2091-1.7909-4-4-4H15c-2.2091 0-4 1.7909-4 4v21.5c0 2.2091 1.7909 4 4 4h18.5l7 6Z\" fill=\"#000\" class=\"fill-base-color\"><\/path><path d=\"M21 12c0-2.5 1.9163-4 4.5-4 3 0 4.5 2 4.5 4 0 4-5 3-5 6v1\" stroke=\"#fff\" stroke-opacity=\".9\" stroke-width=\"3\"><\/path><circle cx=\"25\" cy=\"22\" r=\"2\" fill=\"#fff\" fill-opacity=\".9\"><\/circle><\/svg><\/div><\/div>\n<h3 class=\"wp-block-heading\">Any questions?<\/h3>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/outlook.office365.com\/book\/infoscolaire@ithq.qc.ca\/\" rel=\"noopener\">Book an appointment<\/a><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-vortex-blocks-contact-cta contact-cta-block\"><div class=\"contact-cta-block__inner\"><div class=\"contact-cta__icon-wrapper\"><div><svg width=\"42\" height=\"44\" viewBox=\"0 0 42 44\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M0 17.1999a4 4 0 0 1 1.6594-3.2437l17-12.2672c1.3975-1.0084 3.2837-1.0084 4.6812 0l17 12.2672A3.9998 3.9998 0 0 1 42 17.1999V40c0 2.2091-1.7909 4-4 4H4c-2.2091 0-4-1.7909-4-4V17.1999Z\" fill=\"#fff\" class=\"fill-background-color\"><\/path><path d=\"M0 17.1999a4 4 0 0 1 1.6594-3.2437l17-12.2672c1.3975-1.0084 3.2837-1.0084 4.6812 0l17 12.2672A3.9998 3.9998 0 0 1 42 17.1999V40c0 2.2091-1.7909 4-4 4H4c-2.2091 0-4-1.7909-4-4V17.1999Z\" fill=\"#000\" class=\"fill-base-color\" fill-opacity=\".4\"><\/path><path fill=\"#000\" class=\"fill-base-color\" d=\"M6 5h30v33H6z\"><\/path><path d=\"m0 20 21 11.1818L42 20v20c0 2.2091-1.7909 4-4 4H4c-2.2091 0-4-1.7909-4-4V20Z\" fill=\"#fff\" class=\"fill-background-color\"><\/path><path d=\"m0 20 21 11.1818L42 20v20c0 2.2091-1.7909 4-4 4H4c-2.2091 0-4-1.7909-4-4V20Z\" fill=\"#000\" class=\"fill-base-color\" fill-opacity=\".6\"><\/path><path d=\"M23 14h-4v4h-4v4h12v-4h-4v-4Z\" fill=\"#fff\"><\/path><\/svg><\/div><\/div>\n<h3 class=\"wp-block-heading\">Get our news by email<\/h3>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.ithq.qc.ca\/en\/subscribe-to-the-newsletter\/\">Subscribe to our newsletter<\/a><\/div>\n<\/div><\/div>\n<\/div><\/section>\n","protected":false},"featured_media":31912,"template":"","outlook-sector":[499],"class_list":["post-31914","outlook","type-outlook","status-publish","has-post-thumbnail","hentry","outlook-sector-reception-and-customer-experience"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.ithq.qc.ca\/en\/wp-json\/wp\/v2\/outlook\/31914","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ithq.qc.ca\/en\/wp-json\/wp\/v2\/outlook"}],"about":[{"href":"https:\/\/www.ithq.qc.ca\/en\/wp-json\/wp\/v2\/types\/outlook"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ithq.qc.ca\/en\/wp-json\/wp\/v2\/media\/31912"}],"wp:attachment":[{"href":"https:\/\/www.ithq.qc.ca\/en\/wp-json\/wp\/v2\/media?parent=31914"}],"wp:term":[{"taxonomy":"outlook-sector","embeddable":true,"href":"https:\/\/www.ithq.qc.ca\/en\/wp-json\/wp\/v2\/outlook-sector?post=31914"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}