JOB DETAILS:

The Client Experience Manager (Wellness) will oversee and continuously improve all client interactions throughout their wellness journey with our clinic. This role ensures clients clearly understand what to expect before engaging with our wellness services, guarantees exceptional client service delivery, and monitors ongoing client satisfaction and feedback to drive continuous improvements. The role collaborates across teams to align client experience initiatives with business goals, fostering a client-centred culture.

Key Responsibilities

• • Client Journey Mapping and Management:
    Develop and maintain a comprehensive understanding and documentation of the client journey—from initial inquiry to post-service follow-up—to anticipate and address client needs and expectations.
  • Client Communication and Onboarding:
    Design clear, informative communication materials and processes that educate clients about our wellness services, scheduling, policies, and what to expect, ensuring seamless onboarding.
  • Service Quality Assurance:
    Establish and implement client service standards and guidelines tailored for wellness offerings to maintain consistent, high-quality care and positive client experiences.
  • Feedback and Issue Resolution:
    Serve as the primary escalation point for client feedback, complaints, or complex situations; coordinate with wellness practitioners and support teams to resolve issues promptly and effectively.
  • Monitoring and Reporting:
    Track and analyse key client experience metrics such as satisfaction scores, retention rates, and feedback trends; provide regular reports with actionable insights to leadership and stakeholders.
  • Collaboration and Training:
    Work closely with wellness specialists, administrative staff, and marketing &sales teams to ensure alignment on client expectations and service delivery; lead staff training on client-centric approaches and service excellence.
  • Continuous Improvement:
    Identify opportunities to enhance client experience by reviewing processes, technology solutions, and client feedback; lead initiatives to implement improvements and innovate client engagement.

Qualifications

• Certificate or higher in Business Administration, Marketing, Health and Wellness Management, Communications, or a related field preferred.
• Experience (2+ years) in client/customer experience management, preferably within wellness, healthcare, or service industries is a plus, but ability to learn is acceptable.
• Familiarity with wellness program operations, client service standards, and health industry compliance is advantageous but ability to learn is acceptable.
• Proficiency with CRM systems, customer feedback tools, and basic data analysis software, but the ability to learn is acceptable..

Skills and Competencies

• Excellent interpersonal and communication skills, both written and verbal, to engage effectively with clients and internal teams.
• Strong analytical skills to interpret client data and feedback for informed decision-making.
• Conflict resolution and problem-solving abilities to handle escalated client issues diplomatically.
• Leadership and teamwork capability to influence and coordinate cross-functional teams.
• Detail-oriented and organised, with the ability to manage multiple projects and deadlines.
• Empathy and emotional intelligence, particularly in wellness and client care contexts.
• Adaptability to respond proactively to evolving client needs and industry trends.

Additional Attributes

• Passion for wellness and client wellbeing.
• Customer-focused mindset with a commitment to exceptional service delivery.
• Ability to innovate and implement new client engagement strategies.