Key responsibilities
The job is to grow the value of every customer relationship while keeping service quality high and every interaction compliant.
Customer lifetime value (LTV) and retention
- Own the retention and LTV targets for the customer base; segment customers by service line, value tier and churn risk, and run proactive outreach for each segment.
- Design the follow-up-visit, care-continuity and renewal journeys that increase repeat utilization.
- Identify cross-sell and upsell opportunities (adjacent services, care plans, packages) and hand qualified leads to Sales and Clinical teams.
- Run lapsed-customer recovery: win-back campaigns, exit interviews and root-cause reviews of lost accounts.
Referrals and loyalty
- Build and run the patient referral program: incentives, tracking, attribution and payout rules.
- Grow the physician and partner referral channel with regular touchpoints and feedback on referred cases.
- Launch and manage the loyalty or membership program: tiers, benefits, enrollment, active rate and redemption.
- Convert promoters into advocates through reviews, testimonials, case studies and timed referral asks.
- Agree program economics with Finance: cost per referral, loyalty cost per member and return on investment.
Customer support operations
- Lead the support team across all channels (phone, WhatsApp, email, chat, front desk) and set service standards: first response time, resolution time and abandonment rate.
- Own the complaint and grievance process end to end, including escalation to clinical and compliance leads and closure within SLA.
- Maintain the knowledge base, scripts and macros; run quality-assurance scoring and coaching for every agent.
- Manage support tooling (CRM, helpdesk, telephony, ticketing) and its reporting.
Voice of customer: CSAT, NPS and CES
- Own the measurement program: post-visit CSAT, transactional and relationship NPS, Customer Effort Score and online review ratings.
- Close the loop: contact every detractor within [48 hours], log the root cause and route the fix to the responsible department.
- Publish a monthly Voice-of-Customer report by location, service line and journey stage, and track actions to closure.
Onboarding and adoption
- Design the onboarding journey for new patients and accounts: welcome, first-visit preparation, portal or app activation and care-plan education.
- For B2B accounts, run kick-offs, quarterly business reviews and account health scores.
Team leadership
- Hire, train and develop the team; set individual KPIs; run weekly huddles and monthly performance reviews.
- Build a service culture of empathy, discretion and ownership.
Cross-functional work and compliance
- Represent the customer in planning with Clinical, Operations, Marketing, Finance and IT.
- Ensure every interaction complies with patient-privacy and data-protection rules, consent requirements and internal policies [e.g., Saudi PDPL; HIPAA where applicable].
- Handle sensitive situations (adverse outcomes, billing disputes, bereavement) with discretion and escalate according to policy.
Qualifications
The right candidate has already run a measured CSAT/NPS program and led a support team inside a regulated service business.
Required
- Bachelor's degree in business administration, healthcare management, marketing or a related field.
- 5+ years in customer success, customer experience or service operations, including 2+ years managing a team.
- Healthcare or insurance background: hospitals, clinics, telehealth, pharmacy, medical devices or health insurance.
- Hands-on ownership of a CSAT or NPS program and of a referral or loyalty program, with measurable results.
- Working knowledge of CRM and helpdesk platforms (e.g., Zoho, Salesforce, HubSpot, Zendesk) and reporting in Excel or Power BI.
- Fluent in English and [Arabic].
Preferred
- Master's degree (MBA or MHA), or a certification such as CCXP (Customer Experience) or CPHQ (Healthcare Quality).
- Experience with patient-experience survey platforms (e.g., Qualtrics, Medallia, Press Ganey).
- Experience launching a loyalty or membership program from scratch.
- SQL or BI dashboard skills.
Skills:
Commercial and analytical thinking
Program design
Service operations
Closed-loop problem solving
Empathy and discretion
Coaching and leadership
Communication
Compliance mindset
Tools fluency
