Customer Experience Manager

Customer Experience Manager

Berkowits Hair & Skin Clinic Pvt. Ltd.**

Berkowits Hair & Skin Clinic is seeking a highly customer-centric and process-driven Head of Customer Experience / Customer Experience Manager to lead our end-to-end customer journey across all clinics, digital channels, and service touchpoints.

This role focuses on ensuring that every client from inquiry to consultation to post-service care receives a seamless, personalized, and delightful experience.

The ideal candidate will have strong expertise in contact center operations, service excellence, customer journey mapping, process optimization, and cross-functional coordination, preferably in a healthcare, wellness, beauty, or service-oriented environment.

Key Responsibilities

1. Lead Customer Experience Strategy Across All Clinics

• Build and execute the CX roadmap to ensure premium-quality experience aligned with Berkowits brand standards.
• Map the entire customer journey lead generation, consultation booking, service delivery, feedback, and follow-up to identify and eliminate friction points.
• Drive key experience metrics such as NPS, CSAT, resolution time, repeat visit rate, and first-contact resolution.

2. Manage Contact Center & Appointment Coordination

• Oversee the in-house call center team handling inquiries, appointment bookings, follow-ups, and treatment-related escalations.
• Implement best practices for call handling, lead nurturing, consultation scheduling, and customer reminders.
• Ensure prompt and accurate communication across voice, WhatsApp, chat, and email channels.
• Improve conversion from inquiry consultation treatment.

3. Clinic-Level Customer Operations Oversight

• Maintain consistency of customer experience across all Berkowits clinics (Hair, Skin, Laser, Transplant, PRP, etc.).
• Collaborate with clinic managers, doctors, therapists, and care coordinators to ensure smooth service delivery.
• Conduct surprise audits, service quality checks, process adherence checks, and hygiene experience assessments.
• Ensure all SOPs are followed consultation flow, billing, feedback capture, post-care assistance, etc.

4. Customer Escalations & Service Recovery

• Act as the final escalation point for dissatisfied or high-priority clients.
• Drive empathetic, timely, and solution-focused service recovery.
• Analyze recurring issues and work with operational teams to fix root causes.
• Create and maintain a structured escalation matrix for clinics and digital channels.

5. Digital Experience & Automation

• Work with marketing and product teams to improve digital touchpoints:
• Website inquiries
• WhatsApp automation
• CRM workflows
• Online booking flows
• Aftercare guidance
• Introduce automation to reduce manual load and enhance promptness (auto reminders, feedback systems, treatment follow-up bots, etc.).

6. Revenue Conversion Support

• Strengthen inside sales processes to boost:
• Appointment confirmations
• Show-up rate
• Treatment conversion
• Package renewals & cross-selling (e.g., Hair + Skin combos)
• Build scripts and training modules to improve customer persuasion while maintaining ethical service standards.

7. Vendor, Training & Staff Development

• Train clinic teams and call center executives on service etiquette, communication, handling objections, and customer delight.
• Coordinate with external partners for CRM, call center tech, or feedback solutions.
• Run periodic refreshers, audits, role plays, and calibration sessions.

Skills & Qualifications

Core Competencies

• 715+ years of experience in Customer Experience, Clinic Operations, Contact Center Management, or Hospitality/Healthcare Services.
• Strong expertise in NPS, CSAT, customer journey design, SOP building, call center performance, and escalations management.
• Deep understanding of high-touch service environments where empathy and trust are essential.
• Very strong communication skills in English + Hindi.
• Ability to collaborate with medical teams, marketing, operations, and leadership.

Technical Strengths

• Hands-on experience with CRM tools, dialers, call logs, ticketing systems, WhatsApp automation, and customer feedback tools.
• Analytical mindset with ability to interpret customer data, trends, and operational dashboards.

Why This Role Matters at Berkowits

The Head of Customer Experience plays a central role in shaping how clients perceive Berkowits from their first inquiry to their transformation journey.

This leader ensures that every client interaction feels:

Professional

Personalized

Assured

Caring

Consistent across every clinic and every channel

Your leadership will drive:

• Higher satisfaction
• Stronger brand trust
• Repeat business
• Word-of-mouth referrals
• Operational excellence across all customer touchpoints