Customer Experience Manager, Lasik

Job summary:
We are seeking a dynamic and customer-centric Customer Experience Manager to lead initiatives that elevate patient experience and convert service excellence into measurable sales outcomes. This role will oversee the Membership Program for LASIK patients, ensuring exceptional post-surgery engagement, loyalty building, and referral generation.
The ideal candidate will have strong expertise in training and coaching, customer journey design, and performance optimization, with a proven ability to connect frontline service delivery to business growth.
Report direct to: Group Chief Business Development Officer | Lasik
Responsibilities:
1. Service-to-Sales transformation:
– Design and implement programs that turn customer service touchpoints into sales opportunities.
– Analyze patient journey data to identify conversion gaps and optimize communication points.
– Create and monitor conversion scripts, follow-up SOPs, and customer engagement frameworks to maximize exam-to-surgery conversion and referral conversion
2. Training & Capability Development:
– Lead and oversee the end-to-end training framework for the hospital’s CS team to ensure consistent service quality, sales performance, and customer engagement standards.
– Conduct regular on-site and online training sessions for CS teams focusing on service excellence, consultative selling, and referral conversion techniques.
– Collaborate closely with the Master Trainer team to localize and implement best practices in patient communication, pre- and post-surgery counseling, and customer relationship management.
– Act as the key bridge between the master trainer and the hospital CS teams – translating guidance into localized training content, ensuring cultural alignment, and monitoring execution quality.
– Oversee the onboarding process to guarantee that all CS staff achieve required service and sales proficiency prior to patient engagement
3. Membership (VIP) Management
– Oversee the LASIK Membership Program for post-surgery patients, focusing on relationship building, loyalty enhancement, and long-term engagement.
– Design personalized care and communication plans for members, ensuring consistent touchpoints through digital and offline channels.
– Track membership satisfaction, engagement metrics, and referral conversions to evaluate and improve program effectiveness
4. Performance Monitoring & Reporting
– Measure service-to-sales conversion, membership growth, and referral performance using data-driven KPIs.
– Provide regular reports and insights to senior management to inform strategic decisions.
– Support the operations team in developing new initiatives that enhance both customer experience and business performance
Education & Experiences:
1. Education: Bachelor’s degree in Business, Communication, Psychology, or related field. Certification in Training/Coaching is an advantage.
2. Experience:
– Minimum 5 years in customer service, sales training, or performance management, preferably within healthcare, retail, or service industries.
– Proven track record in designing and implementing service-to-sales or membership/loyalty programs.
Knowledges & Skills:
1. Knowledges: Strong understanding of customer service principles and business development strategies.
2. Skills:
– Strong training design and facilitation skills.
– Analytical mindset with experience in data-driven performance management.
– Excellent communication and interpersonal skills to collaborate effectively across teams and engagement