Client Experience Manager

Client Experience Manager

Red Bank Veterinary Hospital offers the opportunity to work in a new, 100,000+ sq. ft. state-of-the-art hospital designed for advanced specialty and emergency care. With MRI, CT, PET scanning, 12 surgical suites, a dedicated ER, and expanded training spaces, RBVH combines innovative medicine with compassionate care for pets, clients, and team members alike. We're looking for a Client Experience Manager to elevate the client journey at Red Bank Veterinary Hospital (RBVH). In this hands-on leadership role, you'll oversee the Client Services team, set communication and hospitality standards, and ensure every pet owner feels welcomed, informed, and supported—from first contact through discharge. Partnering with medical and operations leaders, you'll streamline client flow, remove barriers, and foster a compassionate, consistent experience that supports exceptional patient care.

Compensation: $80,000 - $100,000 based on experience and skills brought to this role

Full-Time Benefits Include:

• Medical, Dental, and Vision
• 401(k)
• Employee Assistance Program (EAP)
• Continuing Education (CE) + Free Vetbloom (RACE-approved CE) access
• Paid Time Off:
  • Sick Days
  • Vacation Days
  • Bereavement Leave
• Disability & Life Insurance
• Employee Pet Discount
• Referral Program

Schedule:

• Full-Time
  • Monday – Friday
  • Occasional weekends/off-hours as needs arise

Job Description

The Client Experience Manager leads and elevates the client experience across all touchpoints within the hospital. This role ensures that every client feels welcomed, informed, supported, and confident in their pet's care. The manager oversees all Client Services Teammates, promoting compassionate communication, consistent service delivery, and a culture of hospitality throughout the hospital. This leader develops and implements systems that optimize client flow, communication standards, and emotional awareness, ensuring clarity and support during emergency, specialty, surgical, and general practice visits. They collaborate closely with medical and operations leadership to remove barriers and drive exceptional client experiences.

Responsibilities

• Client Experience Leadership
  • Own and continuously improve the client experience framework and service standards.
  • Serve as the accountable owner of the client journey across all client services touchpoints and client-facing service interactions.
  • Standardize communication, follow-up workflows, and service recovery processes.
  • Honor and support the euthanasia and bereavement process with dignity, privacy, and compassion.
  • Establish and maintain a presence in the lobby and be accessible to clients and staff to foster a positive environment.
  • Partner with medical, nursing, and operations leaders to align client communication standards and ensure consistency across departments and services.
  • Establish and monitor client experience KPIs including client satisfaction scores, complaint trends, service recovery metrics, wait-time communication performance, and training completion rates; provide monthly performance reporting to hospital leadership.
• Staff Management & Personnel
  • Leads all Client Services Teammates.
  • Manage staffing levels, recruitment, onboarding, scheduling, payroll, and performance evaluations.
  • Coach, develop, and provide ongoing feedback to client-facing teams; establish accountability and recognition systems.
  • Monitor turnover, address operational employee issues, and ensure compliance with labor laws and company policies.
  • Ensure all team members follow handbook policies, procedures, and service standards consistently and fairly.
  • Ensure operational coverage plans and escalation protocols maintain consistent service standards at all times.
  • Use client experience metrics and volume trends to inform staffing models and scheduling decisions.
• Training, Coaching & Development
  • Design, implement, and oversee client experience training programs.
  • Support hiring, onboarding, and career growth pathways for team members.
  • Foster a culture of accountability, recognition, and high performance.
  • Maintain a regular on-floor leadership presence to observe client interactions, coach in real time, and reinforce hospitality standards.
  • Actively discourage gossip and promote open solution – focuses communication.
• Client Satisfaction & Service Recovery
  • Respond to client escalations and lead service recovery efforts.
  • Proactively identify opportunities to improve client satisfaction using feedback and service data.
  • Address client inquiries, concerns, or complaints promptly and effectively.
• Operations & Financial Management
  • Partner with hospital leadership to resolve operational pain points and implement efficient procedures.
  • Coordinate short- and long-term projects, schedules, KPIs, and staffing needs.
  • Ensure appropriate financial controls and cash handling standards are followed within client services functions; partner with Finance and hospital leadership on client-related financial exception handling and special arrangements.
  • Escalate facility and client-facing environment issues that impact client experience and operational flow.
  • Provide regular updates to leadership regarding financial, business, and administrative matters.
  • Maintain confidentiality and compliance with all legal, ethical, and privacy standards.
• Experience Design & Environment Enhancement
  • Lead design and continuous improvement of client-facing environments, flow, and interaction points to support a hospitality-driven experience.
  • Establish and standardize client communication frameworks and scripting for key client interactions including intake, updates, discharge, and financial conversations.
  • Drive improvements in wait-time transparency and communication displays.
  • Support integration of digital communication tools to enhance the client experience.
  • Lead client-facing workflow improvement and automation initiatives that reduce friction, improve response time, and enhance the client journey.

Qualifications

• Bachelor's degree in Business or a related field, or an equivalent combination of education and relevant professional experience.
• Minimum of five (5) years of experience in client experience, hospitality leadership, patient relations, or customer service management.
• At least three (3) years of supervisory or people management experience.
• Proven ability in communication, service recovery, and client issue resolution.
• Demonstrated experience leading, coaching, and developing client-facing teams
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!

Preferred Qualifications:

• Experience in a veterinary or healthcare hospital setting.
• Experience developing, implementing, or facilitating training programs.

Why Leaders Choose RBVH?

• Work alongside a dedicated team of veterinary professionals committed to delivering exceptional patient care.
• Lead in a fast-paced, collaborative environment where your decisions directly impact patient outcomes and team success.
• Develop your leadership skills while helping shape the future of a growing specialty and emergency hospital.
• Expand your knowledge through mentorship, continuing education, and ongoing professional development.
• Receive a competitive compensation and benefits package that recognizes your expertise and commitment.

About RBVH Red Bank Veterinary Hospital (RBVH), now located in Red Bank, NJ, proudly opened its new state-of-the-art facility in May 2024—an expansive, 100,000+ square foot space nearly twice the size of our original Tinton Falls location. This milestone marks the continuation of over 40 years of dedicated service to our community. Equipped with advanced diagnostics including MRI, CT, fluoroscopy, and PET scanning, the hospital features 12 surgical suites, a dedicated emergency department, expanded training facilities, and specialized spaces designed to support exceptional patient care. Nearby Communities RBVH attracts Veterinary Technicians and Clinical Leaders from throughout the Jersey Shore region, Central New Jersey, and the New York metropolitan area, including: