Role: Customer Satisfaction Manager
The Customer Satisfaction Manager performs the day-to-day overall management of the process. This role ensures that all process activities are being performed and that they are staffed adequately.
Extends: Process Manager
Role Sets: Customer Satisfaction Management Roles
Relationships

Assess Process ExecutionAssess Process FrameworkAssign Process Responsibilities to OrganizationsAudit ProcessCollect FeedbackCommunicate and Deploy FrameworkCommunicate to StakeholdersComplete EvaluationCreate Project ProposalsDefine Measurements and ControlsDetermine Process Data RequirementsDetermine Process ProceduresDetermine Process Relationships to Other ProcessesExecute Resolution PlanIdentify Process Roles and ResponsibilitiesProduce Process MeasurementsRecommend InitiativesResearch Trends and Best PracticesReview Existing DocumentationVerify Issue ResolutionCustomer Satisfaction Issues ListCustomer Satisfaction Management EvaluationCustomer Satisfaction Management FrameworkCustomer Satisfaction Results and TrendsCustomer_Satisfaction_Manager
Additionally Performs
Modifies
Main Description

Responsibilities

  • Oversees all customer satisfaction activities, including collection of data, analysis of data, and communication of findings.
  • Contacts customers concerning customer satisfaction issues
  • Carries out the Process Manager responsibilities for the Customer Satisfaction Management process
Key Considerations
See the Process Administrator and Process Owner roles.

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