Customer Experience Manager

Ageless Body Sculpting & Wellness; Fall River (MA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid holidays

Paid vacation

Personal/sick time

Discounts on offered products &Proced.

Job summary

Ageless Body Sculpting & Wellness in Fall River, MA is seeking a Customer Experience Manager to oversee the end-to-end client journey on-site. The role requires coordinating between prospective clients, surgeons, and the front desk to ensure a welcoming, efficient experience.

You will drive high levels of customer satisfaction, manage schedules, and maintain CRM accuracy while collaborating across teams. A competitive base with commission rewards strong conversion and revenue growth.

Qualifications

• Client-facing experience in healthcare, wellness, spa, or related services.
• Able to drive client experience, satisfaction, and service levels.
• Strong communication and active listening skills.
• Ability to lead a team and manage schedules.
• Maintain organized CRM records and documentation.

Responsibilities

• Schedule in-person and virtual consultations with prospective clients.
• Clearly explain procedures, pricing, financing options, scheduling and next steps.
• Respond to qualified leads within 5 minutes of acquisition.
• Convert qualified leads and consultations into booked procedures.
• Maintain consistent follow-up with prospective clients and re-engage undecided leads.
• Collect deposits and coordinate financing & payment arrangements.
• Maintain accurate Lead, consultation and sales records in the CRM.
• Collaborate with surgeons, clinical staff and front office team members.

Skills

Customer experience leadership

Strong communication

Analytical skills

Healthcare/customer service experience

Team leadership / coordination

Education

High school diploma

Postsecondary education in business/hospitality/healthcare administration

Tools

CRM software

Appointment scheduling software

Office software (MS Office)

Job description

Company Description Ageless Body Sculpting & Wellness is a cosmetic surgery and wellness center offering a range of cosmetic surgical procedures, aesthetic treatments and wellness. The practice focuses on body sculpting, cosmetic enhancements, and wellness services designed to help clients look and feel their best. Team members work in a setting that combines medical expertise with personalized client care. The environment emphasizes safety, comfort, and high-quality outcomes for every client experience.

Role Description The Customer Experience Manager is a full-time, on-site role based in Fall River, MA, responsible for overseeing the end-to-end client journey. This role manages client interactions from initial inquiry through post-treatment follow-up, ensuring a welcoming, efficient, and supportive experience.

Key Responsibilities:

• Schedule in-person and virtual consultations with prospective clients
• Clearly explain procedures, pricing, financing options, scheduling and next steps
• Respond to qualified leads within 5 minutes of acquisition
• Convert qualified leads and consultations into booked procedures
• Maintain consistent follow-up with prospective clients. Re-engage undecided leads and nurture longer-term opportunities.
• Collect deposits and coordinate financing & payment arrangements.
• Maintain accurate Lead, consultation and sales records in the practice CRM.
• Collaborate with surgeons, clinical staff and front office team members.

Qualifications

• Ability to drive high levels of Customer Experience, Customer Satisfaction, and Customer Service in a client-facing environment.
• Strong Communication skills, including clear verbal and written communication and active listening with clients and team members.
• Analytical Skills to interpret client feedback, track experience metrics, and recommend process improvements.
• Experience in customer-facing roles within healthcare, wellness, spa, or similar service industries is highly beneficial.
• Demonstrated ability to lead or coordinate a team, manage schedules, and maintain organized documentation.
• Comfort working on-site in a medical or cosmetic setting, maintaining professionalism, confidentiality, and respect for all clients.
• Proficiency with appointment scheduling software, pipeline management and basic office technology.
• High school diploma required; postsecondary education in business, hospitality, healthcare administration, or related fields is a plus.

Preferred background: Plastic surgery, cosmetic medicine, aesthetics, luxury services, elective healthcare, dental treatment coordination, medical devices or another premium consumer-sales environment.

How Success is Measured:

• Consultation to procedure conversion rat
• Monthly booked and collected revenue
• Lead Response time and follow-up consistency
• Deposit and financing completion
• Patient satisfaction and service quality
• CRM accuracy and pipeline management

Competitive base hourly salary plus performance based commission or bonus. Compensation is designed to reward strong conversion, revenue growth, excellent follow-up and an outstanding patient experience.

Benefits: 8 Paid holidays, 2 weeks paid vacation, 5 days personal/sick time, health insurance, 401(k), all discounts on offered products and procedures.