• 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.

• 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. • ​

Send your interest, portfolio and your profile to: hiring@fiiindit.com.