# Competences — customer experience manager

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/9c9752b7-3e3b-4a08-8553-b63a013f8072).

## Essential

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

## Optional

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