Customer satisfaction manager job description
Updated March 14, 2024
7 min read
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Example customer satisfaction manager requirements on a job description
Customer satisfaction manager requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in customer satisfaction manager job postings.
Sample customer satisfaction manager requirements
- Minimum of a Bachelor's degree in Business Administration, Marketing or related field
- At least 5 years of experience in customer service or sales
- Excellent communication skills, both written and verbal
- Ability to understand and analyze data to identify trends and make informed decisions
- Proficient in Microsoft Office Suite and CRM software
Sample required customer satisfaction manager soft skills
- Strong interpersonal skills and ability to build relationships with customers
- Empathetic and patient approach to customer service
- Ability to lead and manage a team of customer service representatives
- Positive attitude and willingness to go above and beyond for customers
- Excellent problem-solving skills and ability to think creatively
Customer satisfaction manager job description example 1
Erickson Senior Living customer satisfaction manager job description
Highland Springs is a beautiful 89-acre continuing care retirement community in North Dallas, Texas. We're part of a growing network of communities developed and managed by Erickson Senior Living, a national provider of senior living and health care with campuses in 11 states-and growing.
We are hiring a Reoccupancy Manager to oversee the refurbishment of previously occupied residential units.
How you will make an impact:
Perform preoccupancy inspection of vacated units to determine if renovations are necessary.Responsible for hiring, termination, coaching, and evaluation of the facility coordinator(s).Manage internal contractors, housekeeping, and necessary maintenance staff.Responsible for the final inspection of units upon completion.Follow up with Facilities Coordinators after completed move-in with new residents to resolve any ongoing/outstanding issues.Coordinate with various department managers and coordinators any necessary work orders to upkeep the common area.Prepare and submit all necessary reports directly to the Director of General Services.Responsible for oversight, management, and supervision of our Custom Interiors Department. The Custom Interiors Department provides residents the opportunity to upgrade their apartments through design consultations with our CI Coordinators. The department is revenue generating and is expected to meet certain targets for gross revenue.
What we offer:
Onsite medical centers, providing wellness visits and sick care for all employees over 18 years of age.Free onsite parking at all of our communities and corporate offices Discounted meals in our restaurants.Gated community with 24/7 security.Competitive benefits packages including medical, dental, vision, and PTO401k for all employees 18 and over. Company contribution up to 3% once eligible.Education assistance, certification reimbursement, and student loan refinancing partnership programs are available.A culture of diversity and inclusion, which builds on our values, vision, and mission.
What you will need:
High School diploma or GEDMinimum of 4 years experience as a Facility Coordinator (FC) or similar role, managing trades and general contractors Previous experience in building maintenance General construction experience Prior experience with supervision/management of staff
* Valid driver's license is required if operating Community vehicles.
Compensation commensurate with experience starting at $62,000 annually.
Erickson Senior Living, its affiliates, and managed communities are Equal Opportunity Employers and are committed to providing a workplace free of unlawful discrimination and harassment on the basis of race, color, religion, sex, age, national origin, marital status, veteran status, mental or physical disability, sexual orientation, gender identity or expression, genetic information or any other category protected by federal, state or local law.
We are hiring a Reoccupancy Manager to oversee the refurbishment of previously occupied residential units.
How you will make an impact:
Perform preoccupancy inspection of vacated units to determine if renovations are necessary.Responsible for hiring, termination, coaching, and evaluation of the facility coordinator(s).Manage internal contractors, housekeeping, and necessary maintenance staff.Responsible for the final inspection of units upon completion.Follow up with Facilities Coordinators after completed move-in with new residents to resolve any ongoing/outstanding issues.Coordinate with various department managers and coordinators any necessary work orders to upkeep the common area.Prepare and submit all necessary reports directly to the Director of General Services.Responsible for oversight, management, and supervision of our Custom Interiors Department. The Custom Interiors Department provides residents the opportunity to upgrade their apartments through design consultations with our CI Coordinators. The department is revenue generating and is expected to meet certain targets for gross revenue.
What we offer:
Onsite medical centers, providing wellness visits and sick care for all employees over 18 years of age.Free onsite parking at all of our communities and corporate offices Discounted meals in our restaurants.Gated community with 24/7 security.Competitive benefits packages including medical, dental, vision, and PTO401k for all employees 18 and over. Company contribution up to 3% once eligible.Education assistance, certification reimbursement, and student loan refinancing partnership programs are available.A culture of diversity and inclusion, which builds on our values, vision, and mission.
What you will need:
High School diploma or GEDMinimum of 4 years experience as a Facility Coordinator (FC) or similar role, managing trades and general contractors Previous experience in building maintenance General construction experience Prior experience with supervision/management of staff
* Valid driver's license is required if operating Community vehicles.
Compensation commensurate with experience starting at $62,000 annually.
Erickson Senior Living, its affiliates, and managed communities are Equal Opportunity Employers and are committed to providing a workplace free of unlawful discrimination and harassment on the basis of race, color, religion, sex, age, national origin, marital status, veteran status, mental or physical disability, sexual orientation, gender identity or expression, genetic information or any other category protected by federal, state or local law.
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Customer satisfaction manager job description example 2
IHG Owners Association customer satisfaction manager job description
About us
Bringing True Hospitality to the world.
We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG , you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.
We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.
With over 370,000 colleagues in nearly 100 countries sharing our values, there's countless opportunities at your fingertips.
We're growing; grow with us.
Day to day
This role works in collaboration with our campaign marketing team, and directly with business stakeholders to deliver our Customer database strategy and ensure personalized marketing messages and promotional offers succeed in driving awareness and preference for our brands.
Specifically, this role
+ Analyses consumers' purchase behaviors, propensity and response data to size consumer marketing opportunities and identify relevant audiences for marketing messages.
+ Uses software programs and languages (e.g. SQL a must; Python required to learn) to perform advanced customer analytics and reporting.
+ Design experiments that test the effectiveness of new marketing tactics, and to measure/report the impacts of campaigns and promotions against pre-defined success metrics.
+ Create awareness of the key consumer segments as relating to the goals and consumer strategy of each stakeholder, and will produce forecasts to inform the business case and planning of new consumer-facing business initiatives.
+ Works with global and regional marketing managers in the planning and design of regional and cross-regional promotions.
+ Must produce to communicate findings and recommendations to non-technical stakeholders.
+ Deliverables will also include various forms of reports tables, charts, graphs, presentations, and dashboards to provide ongoing intelligence to marketing stakeholders and make sure all tracking and reporting is completed
Requirements
**Education** -
Bachelor's or Master's Degree (preferred) in marketing sciences or similar discipline, or an equivalent combination of education and work related experience.
**Experience** -
The ideal candidate will have 5+ years progressive work experience, with emphasis on business and marketing analysis. Preference will be given to those with demonstrated expertise in the areas of direct and interactive marketing, CRM, and promotional strategy, with strongest preference to those with a background in multi-channel marketing (preferably within the travel industry).
**Technical** **Skills and Knowledge** -
A qualified candidate will have knowledge and demonstrated use of database software (preferably cloud environments like GCP) with aptitude to adopt new analytical software, and must be proficient in SQL programming or similar scripting languages.
Success requires effective verbal and written communication skills, effective problem solving, ability to collaborate in a team setting, ability to manage multiple tasks and work under tight deadlines, and calculate financial metrics, including net present value (NPV) and return on investment (ROI). Must use statistics to estimate the incremental revenue from split-tests and control-group studies.
Preference will be given to those with a background in Design-of-Experiments and/or multivariate analysis.
Plus:
+ Salesforce CDP, Marketing Cloud, Customer journey builder experience
+ Strong knowledge of marketing principles and concepts.
+ Agency and 3 rd partner vendor management
+ Fluent across key customer direct contact channels
+ Literacy in Tableau, Google Data Studio or Power BI
Benefits
We'll reward all your hard work with a great salary and benefits - including great room discount and superb training.
Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.
Not Applicable for Colorado Applicants
Bringing True Hospitality to the world.
We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG , you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.
We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.
With over 370,000 colleagues in nearly 100 countries sharing our values, there's countless opportunities at your fingertips.
We're growing; grow with us.
Day to day
This role works in collaboration with our campaign marketing team, and directly with business stakeholders to deliver our Customer database strategy and ensure personalized marketing messages and promotional offers succeed in driving awareness and preference for our brands.
Specifically, this role
+ Analyses consumers' purchase behaviors, propensity and response data to size consumer marketing opportunities and identify relevant audiences for marketing messages.
+ Uses software programs and languages (e.g. SQL a must; Python required to learn) to perform advanced customer analytics and reporting.
+ Design experiments that test the effectiveness of new marketing tactics, and to measure/report the impacts of campaigns and promotions against pre-defined success metrics.
+ Create awareness of the key consumer segments as relating to the goals and consumer strategy of each stakeholder, and will produce forecasts to inform the business case and planning of new consumer-facing business initiatives.
+ Works with global and regional marketing managers in the planning and design of regional and cross-regional promotions.
+ Must produce to communicate findings and recommendations to non-technical stakeholders.
+ Deliverables will also include various forms of reports tables, charts, graphs, presentations, and dashboards to provide ongoing intelligence to marketing stakeholders and make sure all tracking and reporting is completed
Requirements
**Education** -
Bachelor's or Master's Degree (preferred) in marketing sciences or similar discipline, or an equivalent combination of education and work related experience.
**Experience** -
The ideal candidate will have 5+ years progressive work experience, with emphasis on business and marketing analysis. Preference will be given to those with demonstrated expertise in the areas of direct and interactive marketing, CRM, and promotional strategy, with strongest preference to those with a background in multi-channel marketing (preferably within the travel industry).
**Technical** **Skills and Knowledge** -
A qualified candidate will have knowledge and demonstrated use of database software (preferably cloud environments like GCP) with aptitude to adopt new analytical software, and must be proficient in SQL programming or similar scripting languages.
Success requires effective verbal and written communication skills, effective problem solving, ability to collaborate in a team setting, ability to manage multiple tasks and work under tight deadlines, and calculate financial metrics, including net present value (NPV) and return on investment (ROI). Must use statistics to estimate the incremental revenue from split-tests and control-group studies.
Preference will be given to those with a background in Design-of-Experiments and/or multivariate analysis.
Plus:
+ Salesforce CDP, Marketing Cloud, Customer journey builder experience
+ Strong knowledge of marketing principles and concepts.
+ Agency and 3 rd partner vendor management
+ Fluent across key customer direct contact channels
+ Literacy in Tableau, Google Data Studio or Power BI
Benefits
We'll reward all your hard work with a great salary and benefits - including great room discount and superb training.
Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.
Not Applicable for Colorado Applicants
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Updated March 14, 2024
Updated March 14, 2024