Client Experience Manager

MAIN PURPOSE OF JOB

The Client Experience Manager is responsible for developing and implementing strategies to improve the overall experience of clients, including patients, their families, and visitors. This role ensures that all client experience functions within the hospital are carried out effectively to enhance optimal satisfaction while also contributing to the Mediclinic brand's reputation.

KEY RESPONSIBILITY AREAS

1. Utilise client experience index data to improve client experience


2. Manage overall client experience within the hospital by managing client compliments and complaints, as well as various improvement initiatives


3. Manage client journey campaigns by facilitating and coordinating initiatives and campaigns


4. Manage & maintain strategic relationships with relevant internal and external stakeholders


5. Manage and control client experience budget


6. Lead, provide guidance and manage the people in the Client Experience Function to deliver on strategic objectives


7. Manage marketing and communication initiatives and campaigns

REQUIRED EDUCATION

 ESSENTIAL EDUCATION: 

3 Year Diploma and Above from a registered Tertiary Education organisation in Human Sciences

DESIRED EDUCATION: 

Bachelor’s degree in human sciences (Majors in Communication, Nursing, Marketing, Social Work, or Psychology)

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE:  

5 years’ experience in service-oriented environment/operations

DESIRED EXPERIENCE: 

Experience in the healthcare and service industry

REQUIRED JOB SKILLS AND KNOWLEDGE