Client Experience Manager Job Placement – International Medical Group (IMG)

Client Experience Manager Job Placement – International Medical Group (IMG)

Job Title:    Client Experience Manager

Organisation: International Medical Group (IMG)

Reports to: IMC General Manager

Duty Station: Kampala, Uganda

About US:

International Medical Centre (IMC) is a chain of clinics with an exceptional approach to providing unique, customer-focused healthcare services to help individuals and corporations to access adequate and quality primary healthcare.

Job Summary: The Client Experience Manager  will serve as key liaison between IMC and its clients, ensuring excellent client service and client satisfaction. This role will also involve managing client relationships by maintaining and developing client-business relationships.

Key Duties and Responsibilities:  

  • Building and maintaining relationships with clients and key personnel within IMG.
  • Conducting business reviews to ensure clients are satisfied with the services.
  • The incumbent will be attending meetings with clients to buildrelationships with existing clients.
  • Tasked with resolving and escalating where necessary areas of concern as raised by clients within agreed timelines.
  • Overseeing client satisfaction surveys and reviews.
  • In charge of monitoring company performance against service level agreements and flagging potential issues.
  • Work closely with different teams and Business managers to ensure client needs are fulfilled effectively.
  • Daily/weekly and monthly reporting on service for all IMCs and ensuring that all issues raised are addressed appropriately
  • Reporting / feedback to IMC SMT and IMG service committee to facilitate decision making
  • Develop and ensure consistence in approach to addressing client concerns
  • Develop initiatives to drive/improve service
  • Work closely with L & D officer (HR) to develop and implement service delivery training programs
  • Oversee Manager on duty function.
  • Supervise Clients Relations coordination role.
  • Develop creative strategies and solutions for existing clients, as well as pursue new clientele opportunities.

Qualifications, Skills and Experience:

  • The applicants for the Client Experience Manager job opportunity should hold bachelor’s degrees in business or a related field is typically preferred, business, or management experience, coupled with knowledge of or experience in the service industry.
  • Broad knowledge and understanding of the company’s services and knowledge of the market environment.
  • Proven abilities provide excellent customer service, build long-term relationships, and work in a team-oriented environment.
  • Excellent communication and negotiation skills, as well as solid presentation skills.
  • Demonstrated ability to operate computer software, such as Microsoft Office, may also be helpful.
  • Previous experience working as a client relationship role or a record of accomplishment of managing client relationships.

How to Apply:

All suitably qualified and interested candidates are encouraged to send their application letters, CVs, copies of certificates, including daytime telephone numbers to the Head of Human Resources at or

Deadline: 11th May 2017

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