CX Manager

Customer experience (CX) has become an important focus of attention for brands, as organisations have become increasingly aware of its importance in keeping customers satisfied and loyal to the brand. In this sense, these professionals are responsible for ensuring that the customer experience is satisfactory at the moment of consuming their products in order to achieve customer loyalty.

Companies seek to ensure the best customer experience as it is an advantage in a highly informed market and in an environment of accelerated digitisation. Thus, with customer experience analytics, companies leverage their social media presence to build customer trust, ensuring that customers have a satisfactory experience from the first point of contact and aiming to build a long-term relationship.

In short, these professionals ensure the conversion (acquisition) of customers in order to increase their loyalty to the brand and to reduce the cost of service and marketing by gathering data and understanding the dynamics of their market.

• Define and implement the company's brand strategy in terms of CX: objectives, action plan and measurement tools. They also analyse its impact on the income statement and ensure that the different areas of the company are involved. In this way, they guide the organisation, providing it with information, processes and the necessary tools to work with a customer focus.
• Analyse and optimise the customer experience at all points of contact and throughout their relationship with the brand: from awareness, discovery, attraction, interaction, conversion, use, to the cultivation of the relationship and recommendation.
• Set short, medium and long-term objectives, as well as the actions needed to achieve them. Monitor and report results on a regular basis.
• Monitor the most relevant metrics to monitor and evaluate the customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Deviation Rate and Customer Retention Rate.
• Create customer feedback channels, social media ratings and reviews, surveys and interviews, among others.
• Manage and analyse the suggestions received to generate statistics on customer pain points and map them throughout the customer-company relationship (the Customer Journey), translating the results of the research into clear commercial implications.
• Identify different customer and customer experience typologies both by product and consumer market (countries or regions where the organisation is located) to design the most accurate strategies.
• Work closely with country/regional stakeholders to ensure that all projects are delivered on time, within scope, with successful implementations and taking stakeholders into account with the identification and mitigation of potential risks and issues.
• Work collaboratively with the Heads of Operations to ensure continued alignment on strategy and analysis of team performance, supporting them, and ensuring the smooth running of projects through their expertise and leadership.
  

Regulated training and graduates

• Grau: Publicitat, màrqueting i relacions públiques
• Grau: Administració d'empreses i gestió de la innovació
• Grau: Administració i direcció d'empreses
• Grau: Direcció d'empreses
• Grau: Ciències empresarials-management
• Grau: Economia i gestió
• Grau: Màrqueting
• Grau: Gestió d'empreses en comerç i distribució
• Grau: Màrqueting i comunicació digital
• Grau: Màrqueting i comunicació empresarial
• Grau: Màrqueting i comunitats digitals
• Grau: Màrqueting i investigació de mercats
• Grau: Negocis i màrqueting internacionals
• Grau: Màrqueting i direcció comercial

Complementary training

Other specific skills

• Knowledge and experience in marketing, loyalty strategies, customer service systems and business development.
• Multidimensional and multi-channel vision.
• Know how to work in a team and have leadership, listening, communication and empathy skills.
• Handling of Customer Journey design tools, empathy maps, Buyer Persona, pain points and individual-brand relationship maps, among others.
• Extensive understanding of customer feedback management.
• Experience in an international environment.
• Proficiency in written and spoken English.
• Strong analytical and organisational skills.
  

Communication: Level 3

Customer orientation: Level 3

Strategic orientation: Level 3

Analytical thought: Level 3

Team work and cooperation: Level 2

Customer service

Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.

Communication

Those who show a preference for the field of communication are interested in the generation and dissemination of information. This information, however, can have various purposes: provide information on events and occurrences, generate public opinion on a certain topic or promote and publicise a service or product. Carrying out these activities requires knowledge of various techniques aimed at communication, persuasion and marketing.

Strategic planner

Director of communication

Marketing consultant

E-commerce manager

Public Relations Manager

• Work hours

  Working hours are usually 40 hours per week, in morning and afternoon shifts.
  

• Salary

  For a medium-sized company, the average gross annual salary is around 30,500 euros.
  

• Professional category

  Technician