Head of Customer Experience

About The Role

• Lead Flow & Conversion Optimisation
• Conduct regular audits of the lead journey—from acquisition (Organic, Paid, Referrals) to in-clinic consultation—across in-house and outsourced teams.
• Identify bottlenecks in connect rates and drop-offs; define and implement solutions to improve:
• Lead response time
• Connect rate
• Lead to Visit rate (target ≥ 10%)
• Optimise lead routing, prioritisation logic, and follow-up frequency based on source quality and patient readiness.
• Increase performance of *drip marketing, remarketing, and reactivation campaigns* to reduce churn and boost LTV.
• Outsourced Contact Centre Oversight
• Manage the performance of our outsourced contact centre teams, including:
• Quality audits and training programs
• Call disposition SOPs and escalation handling
• Regular refreshers, onboarding modules, and rebuttal scripts
• Standardise KPIs, SLAs, and daily/weekly MIS across both in-house and external partners
• CRM & Tech Stack Integration
• Audit and improve utilisation across:
• Zenoti– Appointment Management & POS
• SalesMax.ai – In-house Lead CRM
  

• *CloudConnect* – In-Clinic Call Handling
• *Tata Telephony* – IVR Routing
• Identify overlaps and underused capabilities. Recommend integrations or replacements to ensure unified visibility and seamless handoffs.
• Set up automated, omnichannel follow-ups through SMS, WhatsApp, email, and voice.
  

• Define, benchmark, and continuously improve key metrics:
• Lead-to-Visit Ratio
• Connect Rate
• Conversion Rate
• Response Time
• Repeat Visit Rate
• CSAT (Customer Satisfaction Score)
• Lead development of live dashboards and periodic reporting cadence for internal and external teams.
• CX Process Design & Capability Building
• Establish and refine SOPs for:
• Lead Handling & Scheduling
• Escalation Resolution
• Call Disposition & Data Hygiene
• Build frameworks for:
• Team KRAs & KPIs
• Agent Training & Coaching
• Hiring, Onboarding & Feedback Loops
• Quality Audits & Supervisor Reviews
• Evaluate the structure and ROI of setting up dedicated *Quality, Training, and Retention sub-teams.
• Strategic Growth Projects
• Pilot and scale CX experiments to boost:
• Repeat visits
• Reactivation of inactive leads
• Conversion scripts and rebuttal handling
• Recommend tech-led and human-led CX interventions with a focus on *low-effort–high-impact outcomes*.
  

• Proven track record of improving Lead-to-Visit and Connect Ratios* at scale.
• Comfortable managing both in-house and outsourced teams, especially in performance coaching and quality assurance.
• Strategic thinker with a systems mindset—yet willing to deep dive into daily dashboards and training sessions when needed.
• Knowledge of CRMs, call routing systems, and marketing automation tools is a plus.
• Exceptional communication and stakeholder alignment skills—especially with Product, Tech, Marketing, and Clinic Ops.