Role Overview

- As the Client Retention Manager, you will be the central point of contact for all incoming client queries across eMbrace centres, operating from our Vasant Kunj hub.
- You will play a high-impact role in ensuring every enquiry is handled warmly, efficiently, and professionallyconverting leads into active clients while delivering an exceptional client experience.
- This role combines client relationship management, conversion-focused follow-up, therapist scheduling coordination, data accuracy, and service excellence.

Key Responsibilities

- Client Experience & Relationship Management
- Serve as the first point of contact for all incoming enquiries via phone, WhatsApp, email, and walk-ins across centres.
- Welcome clients warmly and create a premium, empathetic, and reassuring first impression.
- Understand client needs and guide them to the appropriate services, therapist, or centre.
- Build trust with prospective and existing clients through proactive and timely communication.
- Resolve client concerns or escalate issues promptly when needed.
- Conversion & Retention
- Follow up consistently with all recent enquiries to maximise appointment conversions.
- Re-engage dropped leads, inactive clients, and pending enquiries.
- Encourage continuity of care, package renewals, repeat sessions, and long-term engagement.
- Track reasons for drop-offs and recommend improvements to improve conversions.
- Scheduling & Therapist Coordination




- Manage therapist calendars across centres for optimal utilisation.
- Book, confirm, reschedule, and coordinate appointments smoothly.
- Ensure minimal scheduling conflicts, no-shows, and downtime.
- Coordinate with therapists regarding client preferences, changes, and updates.
- Data Management & Reporting
- Maintain accurate records of enquiries, conversions, appointments, cancellations, no-shows, and retention metrics.
- Ensure CRM / Excel / internal systems are updated daily.
- Generate weekly and monthly reports on leads, conversion rates, client retention, and scheduling efficiency.
- Identify trends and suggest improvements through data insights.
- Cross-Centre Operational Coordination
- Coordinate centrally with Vasant Kunj, Gurgaon, hospital centres, and online teams.
- Support consistency in client communication and service standards across all locations.
- Work with operations and leadership on process improvements.

Qualifications & Skills

- Graduate required; MBA preferred.
- 3+ years of experience in client servicing, admissions, front office, sales coordination, healthcare, wellness, or hospitality.
- Strong communication skills in English and Hindi.
- Excellent people skills with empathy and professionalism.
- Highly organised with strong follow-up discipline.
- Comfortable using Excel, Google Sheets, CRM tools, WhatsApp Business, scheduling systems.
- Data-driven mindset with ownership mentality.

📌 Client Retention Manager (New Delhi)
🏢 Embrace Management
📍 New Delhi