JOB DESCRIPTION CUSTOMER RELATIONSHIP HEAD

Position Details

- Designation: Customer Relationship Head
- Department: Customer Experience / Relationship Management
- Location: Central / Clusters / Facilities
- Reporting To: Project Head
- Employment Type: Full time

Job Purpose

To lead customer relationship and experience management for Project, ensuring effective grievance handling, customer engagement, feedback management and service improvement.

Key Responsibilities

- Develop and implement the customer relationship and experience strategy across facility centres and service channels.
- Establish processes for receiving, tracking and resolving customer queries, complaints and grievances within defined timelines.
- Monitor customer feedback, satisfaction, recurring complaints and service issues and identify improvement areas.
- Coordinate with Operations, Medical, Sales, Care Coordinators and other functions for resolution of customer concerns.
- Monitor escalated and critical complaints and ensure appropriate closure with documented actions.
- Develop customer communication standards for appointments, delays, service information, follow-ups and other key interactions.




- Analyse customer feedback and complaint trends and provide actionable insights to management.
- Drive initiatives to improve customer engagement, retention, service experience and continuity of care.
- Establish and monitor customer experience KPIs, dashboards and MIS.
- Conduct periodic customer experience reviews and recommend corrective and preventive actions.
- Support development of customer service SOPs, scripts, FAQs and communication materials.
- Guide and train relevant teams on customer handling, communication and grievance management.

Qualification & Experience

- Graduate/Postgraduate in Business Management, Healthcare Management, Customer Experience or a relevant field.
- Relevant experience in healthcare, hospital, diagnostics, health-tech or customer relationship management, preferably in a leadership role.

Key Skills

- Customer Experience Management
- Grievance & Complaint Management
- Stakeholder Management
- Customer Communication
- Feedback & Service Analytics
- Process Improvement
- Team Leadership
- MIS & Reporting

📌 Customer Relationship Head (Mumbai)
🏢 Lifenity Health
📍 Mumbai