Mediclinic

2 days ago

Client Relations Manager (ME1246)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Own and localize a cluster-wide client (patient) experience strategy, ensuring all patient-facing services align with Mediclinic values and service standards. Lead and develop the client experience team, manage complex complaints and service recovery, and coach frontline staff through walkthroughs, audits, and feedback. Drive CX performance using NPS and satisfaction platforms, implement journey improvements and local campaigns, and represent client experience across SLT and cross-functional committees.

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Localize and execute the regional client experience strategy to fit cluster-specific needs, monitoring CX KPIs such as Cemplicity NPS, complaints, and compliments.
•Lead and develop the CX team across the cluster, oversee resolution of patient complaints and complex cases, and ensure adherence to communication and escalation standards.
•Coach CX team and frontline staff on service behaviors and communication skills; run service walkthroughs and mystery shopper audits and deliver coaching feedback.
•Implement patient journey enhancements and run facility-specific CX campaigns in collaboration with the regional office; coordinate local service projects and document outcomes.
•Represent client experience in SLT and cross-functional committees, advising on service priorities and pain points and aligning hospital services with client-centred standards.

Key Requirements

•Minimum 5 years’ experience in healthcare operations or client experience, including 2+ years leading people and performance.
•Experience leading multidisciplinary service delivery and client engagement initiatives across multiple sites.
•Bachelor’s degree in healthcare management, business administration, or a relevant field.
•Postgraduate training in service excellence, experience management, or related areas is desired.
•Strong client relationship building, complaint management, and NPS interpretation with action planning.

Experience:5+ yearsHealthcare operationsClient experienceHospitalityMulti-site operations

Education:Bachelor's

Skills:Client relationship buildingBusiness acumenCommunicationCoachingChange management

Languages:EnglishArabic

Tech Stack:CemplicityNet Promoter Score (NPS)Press GaneyLeanTOCWCMKaizen5SValue Stream MappingKanbanMystery shopper audits

Company Brief

Mediclinic

Part of Mediclinic International, Mediclinic Middle East operates hospitals and clinics across the UAE, delivering specialist acute care, outpatient services and multi-disciplinary treatment across Dubai, Abu Dhabi, Al Ain and Al Dhafra.

Industry: Hospitals & Clinics

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Dubai, United Arab Emirates

Founded: 1983

Glassdoor: 3.9

Website LinkedIn Glassdoor

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Mediclinic

2 days ago

Client Relations Manager (ME1246)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Localize and execute the regional client experience strategy to fit cluster-specific needs, monitoring CX KPIs such as Cemplicity NPS, complaints, and compliments.
•Lead and develop the CX team across the cluster, oversee resolution of patient complaints and complex cases, and ensure adherence to communication and escalation standards.
•Coach CX team and frontline staff on service behaviors and communication skills; run service walkthroughs and mystery shopper audits and deliver coaching feedback.
•Implement patient journey enhancements and run facility-specific CX campaigns in collaboration with the regional office; coordinate local service projects and document outcomes.
•Represent client experience in SLT and cross-functional committees, advising on service priorities and pain points and aligning hospital services with client-centred standards.

Key Requirements

•Minimum 5 years’ experience in healthcare operations or client experience, including 2+ years leading people and performance.
•Experience leading multidisciplinary service delivery and client engagement initiatives across multiple sites.
•Bachelor’s degree in healthcare management, business administration, or a relevant field.
•Postgraduate training in service excellence, experience management, or related areas is desired.
•Strong client relationship building, complaint management, and NPS interpretation with action planning.

Experience:5+ yearsHealthcare operationsClient experienceHospitalityMulti-site operations

Education:Bachelor's

Skills:Client relationship buildingBusiness acumenCommunicationCoachingChange management

Languages:EnglishArabic

Tech Stack:CemplicityNet Promoter Score (NPS)Press GaneyLeanTOCWCMKaizen5SValue Stream MappingKanbanMystery shopper audits

Company Brief

Mediclinic

Industry: Hospitals & Clinics

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Dubai, United Arab Emirates

Founded: 1983

Glassdoor: 3.9

Website LinkedIn Glassdoor