Customer Experience Manager

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Sunfert International Fertility Centre Full time

Job purpose

The Customer Experience Manager is responsible for driving patient satisfaction, loyalty, and retention through personalized communication, efficient service recovery, and proactive engagement initiatives. This role combines CRM strategy, customer service leadership, and data-driven improvement to enhance every touchpoint of the patient journey at Sunfert Group.

Duties

Patient Engagement & Retention

  • Develop and execute patient engagement and loyalty programs to foster long-term relationships and repeat visits.
  • Oversee the effective use of HubSpot to maximize patient lifetime value, encourage repeat visits, and drive referrals through word-of-mouth marketing.
  • Lead the team managing HubSpot leads, driving mini-consult appointments and new fertility consultations.

Customer Feedback & Experience Management

  • Gather, analyze, and report on patient feedback to improve communication strategies and service quality.
  • Implement systems to monitor and report service performance metrics, including satisfaction scores and service issues.
  • Collaborate cross-functionally to resolve patient concerns efficiently, ensuring trust and satisfaction.
  • Provide monthly reports on customer feedback and satisfaction to management.
  • Drive initiatives to reduce patient waiting times and achieve customer service KPIs.

Customer Service Operations

  • Oversee and manage the Customer Care Consultants team to ensure the highest service standards.
  • Develop and implement customer service policies, procedures, and performance standards aligned with Sunfert Group's vision.
  • Ensure timely and professional responses to all patient inquiries and feedback through walk-ins, phone calls, emails, website, Google Reviews, Facebook, and other channels.
  • Work with Centre Managers to ensure smooth daily operations, including management of medical reports/records, EPF IVF, and Virtual Connect services.
  • Ensure alignment between marketing and patient experience teams for consistent communication and branding.
  • Collaborate with colleagues across departments and perform any other duties or projects as assigned by top management to support organizational goals.

Requirements

  • Bachelor's degree in business administration, Marketing, Communications, Healthcare Management, or related field.
  • Minimum 5 years of experience in customer service, patient relations, or CRM management, preferably in healthcare or service-oriented industries.
  • Strong command of spoken and written English
  • Ability to converse in Bahasa Malaysia, Mandarin and Chinese dialects (such as Cantonese) would be an added advantage.
  • Strong leadership, communication, and interpersonal skills
  • Analytical and problem-solving mindset
  • Excellent organizational and multitasking abilities
  • Self-reliant, aggressive in meeting deadlines and able to work under pressure
  • Positive attitude, pleasant personality, love meeting people and passionate in serving patients.
  • Professional and performance oriented.
  • Ability to thrive in a dynamic and fast-paced environment.

Job Types: Full-time, Permanent

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