Client Retention Manager

Embrace Management; New Delhi; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Embrace Management in Delhi is seeking a Client Retention Manager to be the central contact for all client inquiries across eMbrace centres from the Vasant Kunj hub. You will warmly handle requests, guide clients to services, and convert inquiries into active engagements.

The role blends client relationship management, follow-up for conversions, therapist scheduling coordination, and accurate data entry across CRM and spreadsheets.

Qualifications

• Graduate required; MBA preferred.
• 3+ years in client servicing, admissions, front office, sales coordination, healthcare, wellness, or hospitality.
• Strong English and Hindi communication.
• Excellent people skills with empathy and professionalism.
• Highly organised with strong follow-up discipline.
• Proficient in Excel, Google Sheets, CRM tools, WhatsApp Business, scheduling systems.
• Data-driven mindset with ownership mentality.

Responsibilities

• Serve as first contact for enquiries via phone, WhatsApp, email, and walk-ins across centres.
• Welcome clients warmly and create a premium, empathetic first impression.
• Understand client needs and guide them to the appropriate services, therapist, or centre.
• Build trust with prospective and existing clients through proactive and timely communication.
• Resolve client concerns or elevate issues promptly when needed.
• Follow up consistently with all new enquiries to maximise appointment conversions.
• Re-engage dropped leads, inactive clients, and pending enquiries.
• Encourage continuity of care, package renewals, repeat sessions, and long-term engagement.
• Track reasons for drop-offs and recommend improvements to improve conversions.
• Manage therapist calendars across centres for optimal utilisation.
• Book, confirm, reschedule, and coordinate appointments smoothly.
• Ensure minimal scheduling conflicts, no-shows, and downtime.
• Coordinate with therapists regarding client preferences, changes, and updates.
• Maintain accurate records of enquiries, conversions, appointments, cancellations, no-shows, and retention metrics.
• Ensure CRM / Excel / internal systems are updated daily.
• Generate weekly and monthly reports on leads, conversion rates, client retention, and scheduling efficiency.
• Identify trends and suggest improvements through data insights.
• Coordinate centrally with Vasant Kunj, Gurgaon, hospital centres, and online teams.
• Support consistency in client communication and service standards across all locations.
• Work with operations and leadership on process improvements.

Skills

Communication

Empathy

Organization

CRM tools

Excel

Google Sheets

WhatsApp Business

Scheduling systems

Data-driven

Education

Graduate degree

MBA preferred

Tools

CRM software

Excel

Google Sheets

WhatsApp Business

Scheduling systems

Job description

Role Overview

• As the Client Retention Manager, you will be the central point of contact for all incoming client queries across eMbrace centres, operating from our Vasant Kunj hub.
• You will play a high-impact role in ensuring every enquiry is handled warmly, efficiently, and professionallyconverting leads into active clients while delivering an exceptional client experience.
• This role combines client relationship management, conversion-focused follow-up, therapist scheduling coordination, data accuracy, and service excellence.

Key Responsibilities

• Client Experience & Relationship Management
• Serve as the first point of contact for all incoming enquiries via phone, WhatsApp, email, and walk-ins across centres.
• Welcome clients warmly and create a premium, empathetic, and reassuring first impression.
• Understand client needs and guide them to the appropriate services, therapist, or centre.
• Build trust with prospective and existing clients through proactive and timely communication.
• Resolve client concerns or elevate issues promptly when needed.
• Conversion & Retention
• Follow up consistently with all new enquiries to maximise appointment conversions.
• Re-engage dropped leads, inactive clients, and pending enquiries.
• Encourage continuity of care, package renewals, repeat sessions, and long-term engagement.
• Track reasons for drop-offs and recommend improvements to improve conversions.
• Scheduling & Therapist Coordination
• Manage therapist calendars across centres for optimal utilisation.
• Book, confirm, reschedule, and coordinate appointments smoothly.
• Ensure minimal scheduling conflicts, no-shows, and downtime.
• Coordinate with therapists regarding client preferences, changes, and updates.
• Data Management & Reporting
• Maintain accurate records of enquiries, conversions, appointments, cancellations, no-shows, and retention metrics.
• Ensure CRM / Excel / internal systems are updated daily.
• Generate weekly and monthly reports on leads, conversion rates, client retention, and scheduling efficiency.
• Identify trends and suggest improvements through data insights.
• Cross-Centre Operational Coordination
• Coordinate centrally with Vasant Kunj, Gurgaon, hospital centres, and online teams.
• Support consistency in client communication and service standards across all locations.
• Work with operations and leadership on process improvements.

Qualifications & Skills

• Graduate required; MBA preferred.
• 3+ years of experience in client servicing, admissions, front office, sales coordination, healthcare, wellness, or hospitality.
• Strong communication skills in English and Hindi.
• Excellent people skills with empathy and professionalism.
• Highly organised with strong follow-up discipline.
• Comfortable using Excel, Google Sheets, CRM tools, WhatsApp Business, scheduling systems.
• Data-driven mindset with ownership mentality.