Client Experience Manager

Job description

Mediclinic Hoogland | Bethlehem | South Africa Closing date: 21/10/2026 Number of positions: 1 Recruiter name: Tebello Sekhoto Reference number: 74330 Workplace Type: On-site Permanent Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile MAIN PURPOSE OF JOB The Client Experience Manager is responsible for developing and implementing strategies to improve the overall experience of clients, including patients, their families, and visitors. This role ensures that all client experience functions within the hospital are carried out effectively to enhance optimal satisfaction while also contributing to the Mediclinic brand's reputation. KEY RESPONSIBILITY AREAS Utilise client experience index data to improve client experience Manage overall client experience within the hospital by managing client compliments and complaints, as well as various improvement initiatives Manage client journey campaigns by facilitating and coordinating initiatives and campaigns Manage & maintain strategic relationships with relevant internal and external stakeholders Manage and control client experience budget Lead, provide guidance and manage the people in the Client Experience Function to deliver on strategic objectives Manage marketing and communication initiatives and campaigns REQUIRED EDUCATION ESSENTIAL EDUCATION: 3 Year Diploma and Above from a registered Tertiary Education organisation in Human Sciences DESIRED EDUCATION: Bachelor’s degree in human sciences (Majors in Communication, Nursing, Marketing, Social Work, or Psychology) REQUIRED EXPERIENCE ESSENTIAL MINIMUM EXPERIENCE: 5 years’ experience in service-oriented environment/operations DESIRED EXPERIENCE: Experience in the healthcare and service industry REQUIRED JOB SKILLS AND KNOWLEDGE Patient Journey Principles Knowledge, understanding and application of client satisfaction best practices Client Experience Policies and Procedures Knowledge and application of Mediclinic Marketing Strategies, Policies and Procedures Competent in the utilisation and application of all client experience-related administration and survey systems Competent in using Microsoft Office (Outlook, Word, Excel and PowerPoint) Budget and cost control principles Marketing, branding, media relations and reputation management principles Relationship building/ stakeholder management Analytical review, interpretation of multiple sources of information and report writing Demonstrate a good understanding of relevant health legislation and the ability to apply this in the workplace All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements. Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile