Customer Relationship Head

Lifenity Health; Mumbai; Hybrid; INR 2,400,000 - 3,200,000; Full time

Job summary

Lifenity Health seeks a Customer Relationship Head to lead the overall customer experience and relationship management across our facilities. You will own grievance handling, customer engagement, feedback programs and continuous service improvements.

In this leadership role, you will coordinate with Operations, Medical, Sales and other teams, establish standards, track KPIs, and drive initiatives to elevate patient satisfaction and loyalty within our hospital network.

Qualifications

• Graduate/Postgraduate in Business Management, Healthcare Management, Customer Experience or a relevant field.
• Relevant experience in healthcare, hospital, diagnostics, health-tech or customer relationship management, preferably in a leadership role.

Responsibilities

• Develop and implement the customer relationship and experience strategy across facility centres and service channels.
• Establish processes for receiving, tracking and resolving customer queries, complaints and grievances within defined timelines.
• Monitor customer feedback, satisfaction, recurring complaints and service issues and identify improvement areas.
• Coordinate with Operations, Medical, Sales, Care Coordinators and other functions for resolution of customer concerns.
• Monitor escalated and critical complaints and ensure appropriate closure with documented actions.
• Develop customer communication standards for appointments, delays, service information, follow-ups and other key interactions.
• Analyse customer feedback and complaint trends and provide actionable insights to management.
• Drive initiatives to improve customer engagement, retention, service experience and continuity of care.
• Establish and monitor customer experience KPIs, dashboards and MIS.
• Conduct periodic customer experience reviews and recommend corrective and preventive actions.
• Support development of customer service SOPs, scripts, FAQs and communication materials.
• Guide and train relevant teams on customer handling, communication and grievance management.

Skills

Customer Experience

Grievance Management

Stakeholder Management

Customer Communication

Feedback Analytics

Process Improvement

Team Leadership

MIS & Reporting

Education

Graduate/Postgraduate in Business Management/Healthcare Management

Job description

JOB DESCRIPTION CUSTOMER RELATIONSHIP HEAD

Position Details

• Designation: Customer Relationship Head
• Department: Customer Experience / Relationship Management
• Location: Central / Clusters / Facilities
• Reporting To: Project Head
• Employment Type: Full-Time

Job Purpose

To lead customer relationship and experience management for Project, ensuring effective grievance handling, customer engagement, feedback management and service improvement.

Key Responsibilities

• Develop and implement the customer relationship and experience strategy across facility centres and service channels.
• Establish processes for receiving, tracking and resolving customer queries, complaints and grievances within defined timelines.
• Monitor customer feedback, satisfaction, recurring complaints and service issues and identify improvement areas.
• Coordinate with Operations, Medical, Sales, Care Coordinators and other functions for resolution of customer concerns.
• Monitor escalated and critical complaints and ensure appropriate closure with documented actions.
• Develop customer communication standards for appointments, delays, service information, follow-ups and other key interactions.
• Analyse customer feedback and complaint trends and provide actionable insights to management.
• Drive initiatives to improve customer engagement, retention, service experience and continuity of care.
• Establish and monitor customer experience KPIs, dashboards and MIS.
• Conduct periodic customer experience reviews and recommend corrective and preventive actions.
• Support development of customer service SOPs, scripts, FAQs and communication materials.
• Guide and train relevant teams on customer handling, communication and grievance management.

Qualification & Experience

• Graduate/Postgraduate in Business Management, Healthcare Management, Customer Experience or a relevant field.
• Relevant experience in healthcare, hospital, diagnostics, health-tech or customer relationship management, preferably in a leadership role.

Key Skills

• Customer Experience Management
• Grievance & Complaint Management
• Stakeholder Management
• Customer Communication
• Feedback & Service Analytics
• Process Improvement
• Team Leadership
• MIS & Reporting