MAIN PURPOSE OF JOB

The Client Relations Manager – Cluster is a key member of the Cluster Senior Leadership Team responsible for executing and localizing the organization’s client experience strategy within a defined group of facilities. The role ensures that all patient-facing services are aligned with Mediclinic’s values, culture, and service standards to deliver a seamless, compassionate, and safe experience.

The Manager leads a team of client relations professionals across the cluster, driving service improvement, managing complex feedback and complaints, supporting staff training, and collaborating across departments to ensure high levels of client satisfaction and loyalty.

KEY RESPONSIBILITY AREAS

1    Lead Cluster-Level Client Experience Strategy Execution   and Performance

Localise and execute the regional CX (Client experience) strategy to fit cluster-specific needs

Monitor and manage CX performance indicators (e.g., Cemplicity NPS, complaints, compliments)

Advise the Cluster Hospital Director and SLT on service priorities and pain points. Align hospital services and departments with Mediclinic’s client-centred standards

2    Manage Client Experience Team and Operations

Role model Mediclinic Way

Lead and develop the CX team (support services, officers, coordinators)

Oversee handling and resolution of all patient complaints and complex cases

Ensure adherence to client communication standards and escalation protocols

Maintain documentation and accountability for service recovery
3    Drive Mediclinic Way Culture and Staff Engagement

Coach CX team and frontline staff in service behaviours and communication skills

Conduct service walkthroughs, mystery shopper audits, and coaching feedback

Promote a culture of kindness, empathy, and ownership in service delivery Personal, Proactive and Professional 

Partner with HR and training to embed service culture initiatives

4    Lead Local Campaigns and Journey Improvements

Implement patient journey enhancements tailored to cluster needs

Run facility-specific CX campaigns in collaboration with regional office

Coordinate local service projects and ensure documentation of outcomes

Serve as key link to marketing for brand reputation and internal messaging

5    Represent Client Experience in SLT and Cross-Functional Committees

REQUIRED EDUCATION

Bachelor’s degree in healthcare management, business administration, or relevant field

Desired Education:
Postgraduate training in service excellence, 
experience management, or related areas.

REQUIRED EXPERIENCE

Minimum 5 years’ experience in healthcare operations or client experience, with 2+ years in a leadership role managing people and performance
Experience leading multidisciplinary service delivery and client engagement initiatives

Desired Experience:

Client satisfaction platforms (e.g., Cemplicity, Press Ganey, or others)
Leadership experience in client relations in the hospitality industry 
Working across multi-site operations

REQUIRED JOB SKILLS AND KNOWLEDGE