Table 1Transition record

tour operator managertocustomer experience manager

A tour operator manager already meets 34% of what the customer experience manager role asks for. The move turns on 14 required skills not yet in the profile.

From tour operator manager

34%

Overlap1

To customer experience manager

18 Skills carried over

14 Required, not held

68.8 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 68.8

This move: 68.8 of 100 · substantial

1 Share of the customer experience manager role’s weighted skill requirement already met by the tour operator manager profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Table 2

Table 2 · What you already bring

Of the 18 skills that carry over, these are the ones fewest other occupations ask for. A customer experience manager role needs them, and most people applying for one will not have them already. This is the part of a tour operator manager background worth leading with.

Skill the target role also needs Area

already held develop strategies for accessibility management skills
already held self-service technologies in tourism information and communication technologies (icts)
already held improve customer traveling experiences with augmented reality working with computers
already held support community-based tourism communication, collaboration and creativity
already held ecotourism natural sciences, mathematics and statistics
already held educate on sustainable tourism communication, collaboration and creativity

All 18 carried skills, including the 6 the customer experience manager role treats as required.

Table 3

Table 3 · What you would need to learn

The 31 missing skills fall into 5 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier

01 communication, collaboration and creativity 4 required, 7 supplementary

required, not held identify stress points of customer interaction required
required, not held design customer experiences required
required, not held ensure cross-department cooperation required
required, not held handle customer complaints required

optional, not held demonstrate intercultural competences in hospitality services optional
optional, not held identify customer's needs optional
optional, not held implement sales strategies optional
optional, not held assist clients with special needs optional
optional, not held develop inclusive communication material optional
optional, not held implement marketing strategies optional
optional, not held train employees optional

02 information skills 4 required, 4 supplementary

required, not held analyse business plans required
required, not held maintain customer records required
required, not held monitor customer behaviour required
required, not held monitor work for special events required

optional, not held measure sustainability of tourism activities optional
optional, not held conduct qualitative research optional
optional, not held conduct quantitative research optional
optional, not held maintain incident reporting records optional

03 management skills 3 required, 2 supplementary

required, not held analyse data about clients required
required, not held improve business processes required
required, not held provide improvement strategies required

optional, not held lead a team in hospitality service optional
optional, not held plan shifts of employees optional

04 assisting and caring 2 required, 3 supplementary

required, not held ensure information privacy required
required, not held manage the customer experience required

optional, not held detect drug abuse optional
optional, not held greet guests optional
optional, not held manage health and safety standards optional

05 business, administration and law 1 required, 1 supplementary

required, not held relationship marketing required

optional, not held customer segmentation optional

Table 4

Table 4 · Where to start

The 3 entries a customer experience manager role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 18 skills that carry over

Skill Type

already held comply with food safety and hygiene skill
already held develop strategies for accessibility skill
already held maintain customer service skill
already held measure customer feedback skill
already held plan medium to long term objectives skill
already held use e-tourism platforms skill
already held augmented reality knowledge
already held ecotourism knowledge
already held educate on sustainable tourism skill
already held engage local communities in the management of natural protected areas skill
already held improve customer traveling experiences with augmented reality skill
already held manage conservation of natural and cultural heritage skill
already held perform market research skill
already held promote virtual reality travelling experiences skill
already held self-service technologies in tourism knowledge
already held support community-based tourism skill
already held support local tourism skill
already held virtual reality knowledge

17 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held lead a team in hospitality service optional
optional, not held demonstrate intercultural competences in hospitality services optional
optional, not held identify customer's needs optional
optional, not held implement sales strategies optional
optional, not held measure sustainability of tourism activities optional
optional, not held assist clients with special needs optional
optional, not held conduct qualitative research optional
optional, not held conduct quantitative research optional
optional, not held customer segmentation optional
optional, not held detect drug abuse optional
optional, not held develop inclusive communication material optional
optional, not held greet guests optional
optional, not held implement marketing strategies optional
optional, not held maintain incident reporting records optional
optional, not held manage health and safety standards optional
optional, not held plan shifts of employees optional
optional, not held train employees optional

33 held skills the customer experience manager role does not ask for

Skill Type

not needed by the target role build a network of suppliers in tourism skill
not needed by the target role build business relationships skill
not needed by the target role coordinate operational activities skill
not needed by the target role create annual marketing budget skill
not needed by the target role develop revenue generation strategies skill
not needed by the target role develop tourism destinations skill
not needed by the target role develop tourism products skill
not needed by the target role develop working procedures skill
not needed by the target role handle personal identifiable information skill
not needed by the target role identify suppliers skill
not needed by the target role manage budgets skill
not needed by the target role manage contracts skill
not needed by the target role manage distribution channels skill
not needed by the target role manage distribution of destination promotional materials skill
not needed by the target role manage production of destination promotional materials skill
not needed by the target role manage staff skill
not needed by the target role manage visitor flows in natural protected areas skill
not needed by the target role maximise sales revenues skill
not needed by the target role negotiate tourism experience purchases skill
not needed by the target role negotiate tourism rates skill
not needed by the target role oversee quality control skill
not needed by the target role oversee the design of touristic publications skill
not needed by the target role oversee the printing of touristic publications skill
not needed by the target role plan marketing strategy skill
not needed by the target role prepare travel packages skill
not needed by the target role property management software knowledge
not needed by the target role provide customised products skill
not needed by the target role recruit employees skill
not needed by the target role sales strategies knowledge
not needed by the target role select optimal distribution channel skill
not needed by the target role set up pricing strategies skill
not needed by the target role tourism market knowledge
not needed by the target role translate strategy into operation skill

2 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier

required, not held relationship marketing required
optional, not held customer segmentation optional

Index

Other moves recorded from tour operator manager

Full index of moves from tour operator manager

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.