100 lines
3.8 KiB
Markdown
100 lines
3.8 KiB
Markdown
# Competences — customer experience manager
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Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/9c9752b7-3e3b-4a08-8553-b63a013f8072).
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## Essential
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- **analyse business plans** (skill/competence)
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- **analyse data about clients** (skill/competence)
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- **comply with food safety and hygiene** (skill/competence)
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- **design customer experiences** (skill/competence)
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- **develop strategies for accessibility** (skill/competence)
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- **ensure cross-department cooperation** (skill/competence)
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- **ensure information privacy** (skill/competence)
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- **handle customer complaints** (skill/competence)
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- **identify stress points of customer interaction** (skill/competence)
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- **improve business processes** (skill/competence)
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- **maintain customer records** (skill/competence)
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- **maintain customer service** (skill/competence)
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- **manage the customer experience** (skill/competence)
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- **measure customer feedback** (skill/competence)
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- **monitor customer behaviour** (skill/competence)
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- **monitor work for special events** (skill/competence)
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- **plan medium to long term objectives** (skill/competence)
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- **provide improvement strategies** (skill/competence)
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- **relationship marketing** (knowledge)
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- **use e-tourism platforms** (skill/competence)
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## Optional
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- assist clients with special needs (skill/competence)
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- augmented reality (knowledge)
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- conduct qualitative research (skill/competence)
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- conduct quantitative research (skill/competence)
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- customer segmentation (knowledge)
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- demonstrate intercultural competences in hospitality services (skill/competence)
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- detect drug abuse (skill/competence)
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- develop inclusive communication material (skill/competence)
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- ecotourism (knowledge)
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- educate on sustainable tourism (skill/competence)
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- engage local communities in the management of natural protected areas (skill/competence)
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- greet guests (skill/competence)
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- identify customer's needs (skill/competence)
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- implement marketing strategies (skill/competence)
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- implement sales strategies (skill/competence)
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- improve customer traveling experiences with augmented reality (skill/competence)
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- lead a team in hospitality service (skill/competence)
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- maintain incident reporting records (skill/competence)
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- manage conservation of natural and cultural heritage (skill/competence)
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- manage health and safety standards (skill/competence)
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- measure sustainability of tourism activities (skill/competence)
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- perform market research (skill/competence)
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- plan shifts of employees (skill/competence)
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- promote virtual reality travelling experiences (skill/competence)
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- self-service technologies in tourism (knowledge)
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- support community-based tourism (skill/competence)
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- support local tourism (skill/competence)
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- train employees (skill/competence)
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- virtual reality (knowledge)
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<!-- market-evidence -->
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## Market evidence (job-ad analysis, 10 ads, as of 2026-07-11)
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Share of analyzed job ads mentioning the item (threshold ≥ 20 %). Source: JSearch/Adzuna APIs.
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### Hard skills
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- customer service — **60 %**
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- cash handling — **40 %**
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- training — **30 %**
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- supervision — **20 %**
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- scheduling — **20 %**
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- store maintenance — **20 %**
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- coaching — **20 %**
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- front end operations — **20 %**
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- inventory control — **20 %**
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- merchandising — **20 %**
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- food safety — **20 %**
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### Methods
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- B.E.S.T. customer service experience — **20 %**
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- World Recovery — **20 %**
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### Responsibilities
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- teamwork — **20 %**
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- store maintenance — **20 %**
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- store cleanliness — **20 %**
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- associate development — **20 %**
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- drink preparation — **20 %**
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- crew training — **20 %**
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- customer engagement — **20 %**
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- customer interaction — **20 %**
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- front end merchandising — **20 %**
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- opening/closing procedures — **20 %**
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- operations support — **20 %**
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<!-- market-evidence -->
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