Client Experience Manager

Client Experience Manager Location: Red Bank, NJ • Salary: $80,000 - $100,000 (base) 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. 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; 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 Tinton Falls, NJ Middletown, NJ Holmdel, NJ Colts Neck, NJ Freehold, NJ Marlboro, NJ Howell, NJ Eatontown, NJ Long Branch, NJ Asbury Park, NJ Staten Island, NY Brooklyn, NY Bayonne, NJ Jersey City, NJ Considering Relocation? Join one of the premier specialty and emergency veterinary hospitals in the Northeast. RBVH's new state‑of‑the‑art facility, advanced technology, collaborative culture, and commitment to professional growth make it an exceptional opportunity for veterinary leaders looking to advance their careers in specialty medicine and hospital leadership. Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need. #J-18808-Ljbffr Ethos Veterinary Health