Client Experience Operations Manager

Recruiter:

Pillango Placements

Job Ref:

PTA003326/CB

Date posted:

Wednesday, April 16, 2025

Location:

Johannesburg, South Africa

Salary:

1000000 Annually

SUMMARY:
If you're energised by the idea of reshaping the healthcare journey for both providers and patients, this opportunity may be your next step.

We’re looking for a Client Experience Operations Manager to help shape and optimise the end-to-end client journey for our values-driven healthtech client. This role will focus on driving service delivery, client onboarding, and continuous improvement across key operational touchpoints.

POSITION INFO:
Key Responsibilities

Lead Client Onboarding and Client Service Teams
Client Journey Mapping & Process Documentation
Streamline & Optimise Client Operations
Technology & Systems Alignment
Develop & Implement SOPs
Monitor & Manage Key CX Metrics
Drive Client Retention & Satisfaction
Client Issue Resolution & Backlog Management
Client Feedback & Improvement Loops
Cross-functional Collaboration
Team Leadership

Qualifications & Experience

National Senior Certificate (Matric) is essential
Tertiary qualification in Business Administration, Commerce, Finance, IT, or related field (advantageous)
5+ years experience in designing and implementing CX process improvements
3+ years experience in CX/client service within healthcare and/or information technology sectors
3+ years of demonstrated success in leading and delivering projects
3+ years leading managers of teams

Technical Competence

Proficiency in CRM platforms (e.g. Salesforce), customer feedback tools, analytics software
Strong understanding of CX metrics (e.g. NPS, CSAT) and journey mapping
Skilled in developing and implementing standard operating procedures
Ability to set targets, monitor performance, and report effectively
Strong prioritisation and communication skills
Technically adept and digitally fluent
Experience with AI-driven tools for automating processes, enhancing insights, and personalising client experiences, including chatbots, sentiment analysis, and predictive analytics.

Behavioural Competence

Demonstrates purpose-driven leadership rooted in company values, combining structured execution, collaborative decision-making, and client-centred problem-solving with empathy, resilience, and a growth mindset in dynamic environments.

(This job advert is a summary of the job description provided by the client for clarity and brevity. Further details can be shared upon shortlisting).

The proposed salary for the role is around R1,1m per annum, but the option remains with the client to offer any market related salary considering the candidate's qualifications, skills, and experience.

Please apply online in the link provided. We do not consider CVs via Whatsapp or email.

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