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 (India)
🏢 Lifenity Health
📍 India