Customer Experience Manager CEM - Profectus Recruitment : Job Details

Our leading healthcare client are looking for a Customer Experience Manager (CEM) that will be responsible for ensuring an exceptional customer journey by optimising every touchpoint to exceed expectations, driving satisfaction and loyalty. A strong background in healthcare is essential to understand the unique needs of our customers and deliver the highest standards of service.

The position can be based anywhere in the UK but you must have a willingness to travel as well as visiting the Reading office once per month

Please note this is a field based role so driving licence and own vehicle is essential. You will get a significant car allowance and mileage will be covered.Key Responsibilities:

• Oversee service-related issues and contract KPIs
• Manage customer satisfaction frameworks and NPS programs
• Develop strategies to improve customer interactions across healthcare touchpoints
• Analyse feedback to identify pain points and enhance the patient journey
• Collaborate with healthcare teams, marketing, and sales
• Implement customer service standards and train staff on healthcare best practices
• Monitor KPIs and provide insights to senior management
• Identify and manage risks related to customer experience in the healthcare context

Skills & Qualifications:

• Strong healthcare sector experience and customer service skills
• Excellent communication, problem-solving, and leadership abilities
• Analytical ability to drive data-based decisions
• Customer-focused with a commitment to exceeding expectations
• Emotional intelligence to manage patient and team dynamics
• Ability to adapt to changing patient needs and industry trends

Excellent salary (available on request) and benefits package including significant car allowance If this sounds like the next step in your career, please apply with an up to date version of your CV.