Client Experience Manager- Mediclinic x1
Job Details
- Job Title: Client Experience Manager
- Company: Mediclinic Southern Africa
- Hospital: Mediclinic Hoogland
- Location: Bethlehem, Free State, South Africa
- Employment Type: Permanent
- Workplace Type: On-site
- Number of Positions: 1
- Reference Number: 74330
- Closing Date: 21 October 2026
Job Description
Mediclinic Hoogland is seeking a Client Experience Manager to lead initiatives that enhance the overall experience of patients, families and visitors.
The successful candidate will develop and implement strategies aimed at improving client satisfaction and ensuring that client experience activities across the hospital are effectively managed. The role also contributes to protecting and strengthening the Mediclinic brand through effective client engagement, marketing, communication and reputation management.
Key Responsibilities
- Use client experience index data to identify opportunities and implement improvements.
- Manage the overall client experience within the hospital.
- Manage and respond to client compliments and complaints.
- Coordinate and implement client experience improvement initiatives.
- Facilitate and coordinate client journey campaigns and related initiatives.
- Build and maintain strategic relationships with relevant internal and external stakeholders.
- Manage and control the client experience budget.
- Lead, guide and manage employees within the Client Experience Function.
- Ensure the team delivers against strategic objectives.
- Manage marketing and communication initiatives and campaigns.
- Support initiatives that strengthen client satisfaction and the Mediclinic brand.
- Analyse client experience information and use insights to support informed decision-making.
Requirements
Education
- Essential: 3-year Diploma or higher from a registered tertiary education institution in Human Sciences.
- Advantageous: Bachelor’s degree in Human Sciences, preferably with a major in:
- Communication
- Nursing
- Marketing
- Social Work
- Psychology
Experience
- Minimum 5 years’ experience in a service-oriented environment or operations.
- Experience in the healthcare and service industry will be advantageous.
Skills and Knowledge
The successful candidate should have knowledge and experience in:
- Patient journey principles.
- Client satisfaction best practices.
- Client Experience policies and procedures.
- Mediclinic marketing strategies, policies and procedures.
- Client experience administration and survey systems.
- Microsoft Office, including:
- Outlook
- Word
- Excel
- PowerPoint
- Budget management and cost control principles.
- Marketing and branding.
- Media relations and reputation management.
- Relationship building and stakeholder management.
- Analytical review and interpretation of information from multiple sources.
- Report writing.
- Relevant health legislation and its application within the workplace.
Key Competencies
- Strong leadership and people-management skills.
- Excellent communication and interpersonal skills.
- Customer/client-focused approach.
- Strategic thinking and problem-solving abilities.
- Strong analytical and reporting skills.
- Budget and resource management.
- Relationship and stakeholder management.
- Ability to manage complaints and client feedback professionally.
- Strong marketing and communication capabilities.
- Ability to lead projects and improvement initiatives.
- Attention to detail and commitment to service excellence.