Customer Experience Manager

Position Overview

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

7–15+ 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

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