Client Experience Manager, RBVH

Ethos Veterinary Health • Red Bank, NJ

17h • $80,000 - $100,000

About The Position

Client Experience Manager Red Bank Veterinary Hospital (RBVH) 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 like MRI, CT, fluoroscopy, and a PET scanner, the hospital features 52 exam rooms, 12 surgical suites, a dedicated emergency department, and expanded training spaces. Thoughtful amenities—including feline-only waiting areas, a rehab unit, comfort rooms, and a serene zen garden—reflect our commitment to exceptional care for pets and their families. 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. Position Overview: 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.

Requirements

• 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!

Nice To Haves

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

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 Confidentially 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.

Benefits

• Health, Dental, and Vision Insurance to keep you and your family covered.
• 401(k) with Matching to help you plan for your future.
• Employee Assistance Program (EAP) for additional personal and professional support.
• Uniform Allowance to ensure you’re always prepared.
• Generous paid time off, including: Sick Days Vacation Days Bereavement Leave
• Referral Program to reward you for helping us grow our team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager