Customer Acquisition and Experience Lead

Stance Health; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

Stance Health is seeking a hands-on Customer Acquisition & Experience Lead in Bengaluru (On-Site) to own the end-to-end customer journey. You will manage centralised calling, improve lead conversion, and drive engagement across multiple centres, combining data-driven insights with on-ground process improvements.

The role requires 2–5 years of relevant experience, with a focus on ownership, coaching and cross-functional collaboration to deliver consistent, high-quality customer experiences.

Qualifications

• 2–5 years of relevant experience in inside sales, customer acquisition or customer experience.
• Hands-on experience supervising or leading an inside-sales or call-centre team.
• Experience tracking acquisition metrics and using CRM data for improvements.

Responsibilities

• Own centralised calling operations across inbound/outbound enquiries and bookings.
• Manage calling-team performance, lead allocation and adherence to processes.
• Improve lead conversion with timely follow-up and structured schedules.
• Track metrics like first response time, contact rate and appointment conversion.
• Review call quality and coach team members for better outcomes.

Skills

2–5 years experience

lead conversion

customer journey ownership

coaching & performance

Education

Bachelor's degree (any discipline)

Tools

CRM systems

Cloud telephony

Job description

Job Title- Customer Acquisition and Experience Lead

Experience: 2–5 Years

Location: Bengaluru, India (On-Site)

Employment Type: Full-Time (6-days Workweek)

Compensation: ₹5–8 LPA (CTC)

About Stance Health

Stance Health is an evidence-backed physiotherapy and performance healthcare company focused on injury prevention, pain management, movement optimisation, rehabilitation and performance enhancement. Through technology-backed assessments, evidence-based treatment protocols and long-term strength programmes, we help individuals recover better, move better and perform at their highest potential.

We operate five centres across Bengaluru — HSR, Whitefield, Indiranagar, JP Nagar and Koramangala — delivering 5,000+ sessions every month. As we expand across Bengaluru, we are building the systems, processes and customer experience capabilities needed to scale Stance into a leading high-performance healthcare brand.

About the Role

We are looking for a hands‑on Customer Acquisition & Experience Lead to work closely with the founding team and own the customer journey from the first enquiry through appointment booking, centre visits, follow‑ups and continued engagement. The role combines centralised calling‑team management and lead conversion with customer experience, centre operations and process improvement.

You will lead the day‑to‑day performance of the centralised calling function, strengthen lead allocation and follow‑up discipline, improve conversion, and ensure customers receive a consistent, professional experience across Stance centres. You will use CRM and calling data, customer feedback and on‑ground observations to identify root causes, implement solutions and track measurable outcomes. This role requires direct ownership and execution — not just reporting, complaint handling or coordination.

Customer Acquisition & Centralised Calling Operations

• Own day‑to‑day centralised calling operations across inbound enquiries, outbound lead calling, appointment bookings, customer follow‑ups and service‑related requests.
• Manage calling‑team performance, including lead allocation, agent productivity, daily and weekly targets, workload distribution, shift/roster coordination and adherence to defined processes.
• Improve lead conversion through timely first contact, lead prioritisation, structured follow‑up schedules, clear call outcomes and regular funnel reviews.
• Track key acquisition metrics, including first response time, contact rate, missed‑call rate, follow‑up adherence, appointment booking rate, lead‑to‑appointment conversion and no‑show recovery.
• Build reliable recovery processes for missed calls, uncontacted leads, pending follow‑ups, appointment cancellations, no‑shows and lost or inactive leads.
• Use a CRM to assign and track every enquiry, follow‑up, lead status, funnel stage and conversion outcome. Use cloud telephony, where available, to monitor call activity, missed calls and call recordings.
• Review call quality and customer conversations; coach team members on communication, objection handling, follow‑up discipline and conversion effectiveness.
• Work with marketing and centre teams to improve lead handovers, lead quality feedback, appointment attendance and the transition from enquiry to centre visit.

2. Customer Experience & Journey Management

• Own and evaluate the end‑to‑end customer journey, from the initial enquiry and onboarding through appointment booking, centre visits, service delivery, follow‑ups and continued engagement.
• Identify friction points, service gaps and recurring complaints that affect trust, conversion, satisfaction or retention; drive corrective action with clear ownership and timelines.
• Improve response times, appointment coordination, customer communication, follow‑up quality and issue resolution across customer touchpoints.
• Track Customer Satisfaction (CSAT) through suitable feedback mechanisms, monitor complaints and resolution time, and address recurring causes rather than repeatedly escalating the same issues.
• Strengthen customer engagement, referral, reactivation and win‑back initiatives in collaboration with relevant teams.

3. Centre Operations & Process Excellence

• Visit Stance centres regularly to observe how customer‑facing processes are executed and identify gaps between defined SOPs and on‑ground practice.
• Monitor adherence to standards across front‑desk processes, customer communication, appointment coordination, customer handovers and other relevant touchpoints.
• Work with centre, clinical, customer support and operations teams to resolve issues affecting service quality and customer experience.
• Track recurring operational issues and implement practical corrective measures; support the development and improvement of scalable processes as new centres are added.

4. Retention, Engagement & Business Outcomes

• Analyse missed appointments, customer drop‑offs, repeat visits, retention patterns and feedback to identify opportunities for improvement.
• Work with relevant teams on follow‑up mechanisms, referral programmes, customer engagement and reactivation initiatives.
• Evaluate initiatives using customer and business metrics, and make improvements based on observed outcomes.
• Contribute to sustainable revenue growth by improving lead conversion, appointment attendance, customer experience and retention.

5. Data, Team Performance & Cross‑Functional Execution

• Review CRM reports, calling dashboards, customer feedback and operational data to identify bottlenecks, root causes and performance gaps.
• Establish a practical daily/weekly review rhythm for calling performance, funnel movement, follow‑up adherence, customer issues and agreed corrective actions.
• Conduct regular performance and call‑quality reviews, provide coaching and follow through on team improvement actions.
• Prepare concise updates for the founding team covering key metrics, issues, actions taken, owners and measurable outcomes.
• Lead customer‑facing initiatives and process rollouts across calling, marketing, centre and clinical teams; take problems from identification through implementation and follow‑up.

What We're Looking For

• 2–5 years of relevant experience in inside sales, telesales, contact‑centre/call‑centre operations, customer acquisition, customer experience or service operations.
• Hands‑on experience in supervising or leading an inside‑sales or tele‑calling team, including performance monitoring, coaching, productivity and team target achievement.
• Demonstrated ownership of lead‑conversion, sales or customer‑acquisition targets, with measurable outcomes.
• Practical experience managing inbound/outbound calling, lead pipelines, lead allocation, follow‑up schedules, call dispositions and escalation workflows.
• Hands‑on experience using a CRM to track leads, follow‑ups, funnel stages and conversion outcomes; familiarity with cloud telephony is preferred.
• Understanding of acquisition and calling metrics such as first response time, contact rate, missed‑call recovery, follow‑up adherence, appointment conversion and agent productivity.
• Ability to use customer feedback, CRM reports and operational data to identify problems and implement measurable improvements.
• Strong communication, coaching, stakeholder‑management and problem‑solving skills; proficiency in Excel or Google Sheets for operational tracking and reporting.
• Comfort with regular on‑ground work and travel across Bengaluru centres, managing multiple priorities and working independent in a fast‑moving environment.
• Bachelor's degree in any discipline. Healthcare or physiotherapy experience is helpful but not mandatory.

Relevant Metrics & Systems Experience

• Acquisition Metrics: Hands‑on experience tracking first response time, contact rate, missed‑call rate, follow‑up adherence, appointment booking rate, lead‑to‑appointment conversion, and no‑show recovery.
• Customer Experience Metrics: Familiarity with tracking customer satisfaction (CSAT), complaint volume, resolution time, customer feedback, and recurring service issues.
• Calling Team Performance: Experience monitoring agent productivity, reviewing call quality, tracking target achievement, and coaching team members to improve performance.
• CRM & Calling Systems: Hands‑on experience using CRM systems to manage lead ownership, follow‑up history, funnel stages and conversion reporting. Familiarity with cloud telephony tools for tracking call activity, missed calls, and recordings is an added advantage.

Who Will Succeed in this Role?

• Takes ownership of both team performance and the wider customer experience, rather than treating calling and service quality as separate problems.
• Demonstrates strong people‑management skills and can lead, motivate, and develop a team while maintaining high standards of customer communication and follow‑up discipline.
• Balances conversion targets with clear, professional and trustworthy customer communication.
• Uses data and direct observation to diagnose problems, test improvements and check whether they are sustained.
• Is comfortable coaching frontline team members, visiting centres and working through issues with multiple teams.
• Can move between daily execution, root‑cause problem‑solving, performance reviews and process improvement.

What This Role is Not

This is not a conventional customer‑support or complaint‑handling role, nor is it a purely analytical, reporting or coordination position. The role requires active ownership of centralised calling performance and lead conversion, alongside improving customer experience and the consistency of customer‑facing processes across centres.

Why Join Stance Health?

• Work directly with the founding team on customer acquisition, experience and business priorities.
• Help shape the centralised calling function and customer journey in a growing, multi‑centre healthcare business.
• Take ownership of initiatives that influence conversion, customer satisfaction, retention and business performance.
• Build scalable operating practices as Stance continues to expand across Bengaluru.