Client Experience Manager

The Role

We're looking for a Client Experience Manager who will serve as the heart of our client relationships. This person will be the warm, reassuring presence that greets new clients on their first visit, checks in with returning clients to ensure they're thriving, and handles all behind-the-scenes logistics that keep our care seamless. You'll be the bridge between clinical excellence and five-star hospitality.

*Weekly schedule will include at least 2 Saturdays

About Us

Nina Ross is a premier wellness ecosystem specializing in hair restoration and functional medicine. We serve clients who are ready to reclaim their confidence and vitality through personalized, science-backed care. Our team is committed to delivering exceptional outcomes and an elevated client experience at every touchpoint.

What You'll Do

In-Office Client Experience

• Welcome new clients at their first appointment, setting the tone for their entire journey with us
• Conduct brief check-ins with returning clients to gauge satisfaction, address concerns, and celebrate progress
• Identify clients who may need additional support or attention and proactively intervene before issues escalate
• Gather real-time feedback and relay insights to the clinical and leadership team

At-Home Product & Shipping Management

• Oversee fulfillment and shipping of wellness products, supplements, and other at-home care products
• Track shipments, resolve delivery issues, and ensure clients receive orders accurately and on time
• Coordinate with vendors and shipping partners to maintain quality and efficiency
• Maintain inventory awareness and flag reorder needs

Client Communication & Support

• Monitor and respond to client inquiries within our client management software (Healthie, Acuity, GoHighLevel)
• Provide timely, empathetic, and thorough responses to questions about appointments, products, billing, and services
• De-escalate concerns with grace—turning frustrated clients into loyal advocates
• Document all client interactions and flag patterns or recurring issues for process improvement

Requirements

Who You Are

• Exceptional communicator—you know how to make people feel heard, valued, and cared for
• Natural de-escalator—you stay calm under pressure and can turn tension into trust
• Detail-obsessed—nothing slips through the cracks on your watch
• Proactive problem-solver—you don't wait to be told there's an issue, you find it and fix it
• Tech-comfortable—you can navigate CRM platforms, shipping software, and communication tools with ease

Ideal Background

• 3+ years in client services, customer success, patient coordination, or hospitality management
• Experience in healthcare, wellness, med spa, or high-touch service environments preferred
• Familiarity with shipping/fulfillment logistics
• Experience with GoHighLevel or similar CRM platforms is a plus

Your Vibe

• Warm and personable, but professional
• High emotional intelligence
• Takes ownership and follows through
• Genuinely cares about people's outcomes, not just transactions
• Thrives in a fast-paced, growing environment

Benefits

What We Offer

• Competitive hourly rate (commensurate with experience)

• Opportunity to grow with an expanding wellness brand
• A team that values excellence, innovation, and genuine client care
• Access to our services and products at team rates
• The chance to make a real impact on people's confidence and well-being