Manager Client Experience
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Job Location:
Centurion - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Mediclinic Midstream Centurion South Africa
Closing date: 10/10/2025
Number of positions: 1
Recruiter name: Lebogang Modiko
Reference number: 64244
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 brands 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
Required Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Mediclinic is focused on providing acute-care, specialist-orientated, multi-disciplinary healthcare services. The Group takes a sustainable, long-term approach to business, putting patients at the heart of its operations and consistently delivering high-quality healthcare services.
