Client Experience Manager

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Client Experience Manager

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Mediclinic Tzaneen | Tzaneen | South Africa

Closing date: 29/05/2025

Number of positions: 1

Recruiter name: Steven Pelser

Reference number: 60474

Workplace Type: On-site

Permanent

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

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

Utilise client experience index data to improve client experience
Manage overall client experience within the hospital by managing client compliments and complaints, as well as various improvement initiatives
Manage client journey campaigns by facilitating and coordinating initiatives and campaigns
Manage & maintain strategic relationships with relevant internal and external stakeholders
Manage and control client experience budget
Lead, provide guidance and manage the people in the Client Experience Function to deliver on strategic objectives
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

Bachelors 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

Patient Journey Principles
Knowledge, understanding and application of client satisfaction best practices
Client Experience Policies and Procedures
Knowledge and application of Mediclinic Marketing Strategies, Policies and Procedures
Competent in the utilisation and application of all client experience-related administration and survey systems
Competent in using Microsoft Office (Outlook, Word, Excel and PowerPoint)
Budget and cost control principles
Marketing, branding, media relations and reputation management principles
Relationship building/ stakeholder management
Analytical review, interpretation of multiple sources of information and report writing
Demonstrate a good understanding of relevant health legislation and the ability to apply this in the workplace

All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements.

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

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