Customer Experience Manager

2 months ago

Los Angeles, California, United States Next Health Full time

About Us:

Step into Next Health, where innovation meets longevity. Established over 7 years ago, we have flourished into the leader source of functional medicine and wellness throughout the United States, fueled by an unstoppable mission to advance health optimization and longevity. We are not just leaders in health optimization; we are pioneers

At Next Health, our mission is more than a statement; it is a promise to transform lives. Through groundbreaking functional medicine practices, we empower individuals to unlock their fullest potential, enhancing their vitality and well-being. With a relentless dedication to leveraging the latest advancements, we guide our clients in taking their health to the next level

Your Impact

The Customer Experience Manager (CEM) is crucial to the success and growth of Next Health, leading sales revenue and customer service at designated locations. The CEM is responsible for meeting the location's revenue goals across IV, Tech, Wellness, and memberships.

Job Description

As the Customer Experience Manager, you will be responsible for:

Achieve monthly revenue goals for IV, Tech, Wellness, and memberships.

Monitor and analyze daily location-specific revenue KPIs.

Oversee initial customer visits, including tours, sales, and presentations.

Follow up with patients post-consultation to manage wellness plans.

Handle inquiries, manage sales processes, and secure bookings.

Develop and maintain relationships with top spenders and VIP customers.

Educate customers on Next Health treatments and products.

Implement cross-selling and upselling strategies.

Manage CRM technology for optimal customer engagement.

Align with the Director of Sales on company sales initiatives.

Plan and execute localized marketing campaigns.

Collaborate with team members for seamless customer service.

Lead strategic initiatives to address location-specific risks.

Build local marketing partnerships to generate leads.

Reduce membership attrition and achieve new membership targets.

Ad Hoc responsibilities as requested by GM or required by operations.

What to Expect

In this role, you can expect to:

Work closely with a cross-functional team to ensure a seamless customer experience

Develop and implement customer service policies and procedures

Analyze customer feedback and data to identify areas for improvement

Handle escalated customer issues and complaints

Stay up-to-date on industry trends and best practices in customer experience management

Required Work Schedule:

- Must be available to work one weekend day per week.

- Flexible availability to make outgoing follow-up calls and manage customer inquiries as needed.

What You'll Bring

We're looking for someone who has:

- Proven experience in sales and customer service management, preferably in a healthcare or wellness environment.

- Strong understanding of Customer Relationship Management (CRM) systems and KPI tracking.

- Excellent communication and interpersonal skills, capable of building and maintaining profitable relationships.

- Ability to drive and manage multiple sales and marketing strategies effectively.

- Commitment to providing high-quality customer service and enhancing the customer experience.

Education | Experience: BA in Business Administration, Business Operation, Hospitality, or similar, is preferred. Minimum 1 year of management or supervisory experience in customer service or Hospitality industry preferred. Minimum 1 year in the healthcare / wellness industry preferred.

Our Culture & Perks

We are a patient-centered healthcare facility with a culture that values excellence, compassion, and teamwork. We offer:

Competitive salary and benefits package

Opportunities for professional growth and development

A supportive and inclusive work environment

Meaningful work that makes a difference for our patients

We are an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

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