Client Services Manager-Wellness & Longevity

NADclinic- Producers of the worlds premium NAD+; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading wellness organization in the City Of London is seeking a proactive Client Services Manager to oversee customer service operations and manage client communication. The role includes collaborating with various teams to enhance the customer journey, driving sales through effective service, and building a high-performing client services team. Ideal candidates will have proven experience in customer service roles, strong communication skills, and the ability to manage multiple channels. This position offers a competitive salary and a supportive working environment.

Benefits

Competitive salary and benefits package

Supportive, vibrant working environment

Complimentary treatments

Friends and family discounts

Qualifications

• Proven experience in customer service, client services, or account management roles.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.

Responsibilities

• Oversee and manage all aspects of customer service and client communication.
• Collaborate with internal teams to support the customer journey.
• Drive sales revenue through strategic up-selling and cross-selling.

Skills

Customer service experience

Communication skills

Organizational skills

CRM proficiency

Team management experience

Tools

Salesforce

HubSpot

Job description

About Us

At NADclinic, we’re proud to be an innovative, forward-thinking and truly transformational company that gives our clients the opportunity to ‘be their best self’. With a team of medical professionals specialising in nutrition, neurology and complementary therapies, we aim to improve psychological and physical health and performance. We do this through harnessing the unique power of essential and life-changing NAD+, a molecule that helps our cells produce energy, and which can mitigate the debilitating effects of ageing, illness and chronic conditions.

Role Overview

We are seeking a proactive and customer-focused Client Services Manager to oversee and manage all aspects of customer service and client communication. This role will be pivotal in managing customer enquiries, processing orders, responding to calls and emails, and ensuring a seamless experience across all touchpoints. As the company grows, you will also be responsible for building and leading a high-performing client services team.

Key Responsibilities

• Collaborate with internal teams (e.g., sales, operations, logistics) to support the customer journey
• Monitor customer satisfaction and identify opportunities for service improvement
• Develop scalable processes and workforce management practices to increase efficiency and reduce cost
• Drive sales revenue through strategic up-selling and cross-selling within existing and new contacts
• Provide excellent customer service and resolve client issues promptly and effectively
• Monitor patterns in customer enquiries to identify emerging issues and represent the voice of the customer internally
• Maintain clear records of communications, enquiries, orders, and resolutions
• Build, train, and lead a client services team as the company scales
• Handle team scheduling as the company and team grows, to maintain consistent, high-quality coverage across all time zones
• Deliver onboarding, training, and ongoing coaching aligned with KPIs, product changes, and team goals
• Manage all incoming customer enquiries through email, phone, and other communication channels, ensuring all enquiries are responded to in a timely and professional manner
• Lead, mentor, and manage the Support team, including part-time staff, ensuring strong performance and professional growth
• Work with the leadership team on our AI and automation strategy to improve Support speed, accuracy, and cost-effectiveness
• Track and communicate the impact of automation; identify and resolve performance gaps or blind spots
• Collect, organise, and report customer feedback, especially on new features or products, directly to the Leadership Team
• Report regularly on customer service metrics and team performance to the Leadership Team

Skills and Experience Required

• Proven experience in a customer service, client services, or account management role.
• Excellent verbal and written communication skills.
• Strong organisational and time-management abilities.
• Proficiency in managing multiple communication channels (email, phone, CRM platforms).
• Detail-oriented with a commitment to accuracy and customer satisfaction.
• Experience with order processing systems or CRM tools (e.g., Salesforce, HubSpot, or similar).
• Comfortable in a fast-paced, growing business environment.
• Previous experience building or managing a team is highly desirable.
• Ability to remain calm under pressure and handle difficult customer situations tactfully.

What We Offer

• Competitive salary and benefits package
• Supportive, vibrant working environment.
• Complimentary treatments
• Friends and family discounts
• Be part of a quality and rapidly growing luxury brand in the wellness industry.