Is the job title or job description more important?

It’s time to start looking at job titles from a different angle, and in some cases, completely ignoring them altogether. Instead, let’s start focusing on the job description and the strengths that the employer is looking for.

Here’s an old example of a Customer Experience Manager job description at a leading supplement brand, The Nue Co.

Job description

The Nue Co. is looking for an enthusiastic and compassionate problem-solver to support our customers on a daily basis. As a Customer Experience Manager, you will be responsible for providing leadership, motivation, and management for our existing customer support team, managing email, chat, phone, and creating the front line of engagement for our company. Our customers are the cornerstone of our business and our goal is to ensure their happiness through every interaction.

Key responsibilities

• Providing leadership, motivation, and management for our Customer Experience Associates.
• Supporting all customer enquiries through email, phone, social media, and chat, acting as a point of escalation.
• Resolving customer issues relating to subscriptions, product queries, and ordering.
• Reporting on product performance, customer behaviour, retention, churn, and subscriptions, and delivering monthly findings to management.
• Becoming a product expert — knowing our range inside out and understanding how to help a customer navigate the collection.
• Going above and beyond to deliver best-in-class customer experience.

Prerequisites

• A natural start-up person, able to work in a fast-paced environment with an upbeat, positive attitude.
• You are genuinely interested in wellness and health.
• Highly organised and detailed approach to your daily work and reporting.
• High quality written & verbal communication skills to convey on-brand, personalised messages to customers.
• Believe automation is the first port of call for any successful e-commerce business.
• 4+ Years’ experience using Zendesk is required, and experience using ReCharge is a bonus.
• Experience with presenting monthly data to senior management.
• Experience in a subscription-based business would be ideal.

Image credit – The Nue Co.

Key strengths

Here’s a few of the strengths we picked out from The Nue Co. job specification:

• Leadership (in charge of a team)
• Motivated (motivate your team)
• Good communicator (work with your team, and customers)
• Problem solver (solve customer issues)
• Analytical (reporting on customer habits, trends, etc.)
• Ability to learn (become a product expert)
• Positive (can do attitude)
• Passionate about wellness

Breaking down job descriptions

Breaking down job descriptions and avoiding sole focus on the job title will open you up to a new way of searching for jobs. Jobs that you may have previously shut down at first glance now become more available.

Top tip: Next time you see that a brand you love is hiring, download the job description and pick out the key strengths they’re looking for. There is every chance that you will fit the bill…