Client Experience Manager

About the role

Mediclinic Hoogland in Bethlehem, South Africa is recruiting a Client Experience Manager (one position, reference 74330, closing 02/11/2026). The role develops and implements strategies to improve the experience of clients, including patients, their families and visitors, so that all client experience functions run effectively and support the Mediclinic brand's reputation. It is a permanent, on-site position.

Key responsibilities

• Use client experience index data to improve client experience
• Manage overall client experience by handling compliments and complaints and running improvement initiatives
• Manage and coordinate client journey campaigns
• Maintain strategic relationships with internal and external stakeholders
• Manage and control the client experience budget
• Lead, guide and manage the people in the Client Experience function
• Manage marketing and communication initiatives and campaigns

Required profile

• Diploma and above from a registered tertiary education institution in Human Sciences (essential)
• Bachelor's degree in Human Sciences (Communication, Nursing, Marketing, Social Work or Psychology) desired
• 5 years' experience in a service-oriented environment or operations (essential)
• Experience in healthcare and the service industry desired

Required skills

• Patient journey principles and client satisfaction best practices
• Client experience policies and procedures, and knowledge of Mediclinic marketing strategies, policies and procedures
• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Budget and cost control, marketing, branding, media relations and reputation management
• Stakeholder relationship building, analytical review, reporting and understanding of relevant health legislation