
Client Experience Manager
1 day ago
We are seeking a Client Experience Manager to join our team at IMWOW.
In this role, you will be the first point of contact for potential and existing clients. Your goal will be to ensure their journey from inquiry to enrolment is smooth, informed, and positively memorable.
This position involves engaging with inbound leads via phone calls, messages, emails, and social media DMs. You will provide clear and concise information about our health transformation programs and guide new leads through the enrolment process while coordinating with the internal coaching team for smooth onboarding.
Your responsibilities will also include maintaining, managing, and updating client data using our CRM tools and systems. Additionally, you will support clients with after-enrolment needs, escalate concerns when needed, and ensure timely resolution.
You will work closely with different internal teams to keep clients updated on any unforeseen delays or process changes. Furthermore, you will assist in community engagement and promotional initiatives when required.
As a Client Experience Manager, you will conduct data analysis and feedback collection to improve client experience and retention. Meeting monthly client conversion targets and contributing to overall business growth will be a key aspect of this role.
Key Responsibilities:- Engage with inbound leads via various communication channels
- Provide accurate information about our health transformation programs
- Maintain and update client data using CRM tools
- Support clients with post-enrolment needs
- Collaborate with internal teams for effective communication
- Strong communication skills with a consultative tone
- Ability to multitask and stay composed in a fast-paced environment
- Good organisational and time-management skills
- Customer-first mindset with a problem-solving attitude
- Comfort with CRM tools and data handling
- Graduate in any discipline (Bachelor's degree required)
- Prior experience in customer service, inside sales, or relationship management is a plus
- Proficiency in English and basic computer skills
- Be part of India's fastest-growing fitness ecosystem
- Work in a collaborative and high-growth environment
- Contribute to changing lives through our transformation programs
- Schedule: Day shift
- Ability to commute/relocate: Gurgaon, Haryana (Required)
- Language: English (Preferred)
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