Customer Experience Manager

Company Description

Ageless Body Sculpting & Wellness is a cosmetic surgery and wellness center offering a range of cosmetic surgical procedures, aesthetic treatments and wellness. The practice focuses on body sculpting, cosmetic enhancements, and wellness services designed to help clients look and feel their best. Team members work in a setting that combines medical expertise with personalized client care. The environment emphasizes safety, comfort, and high-quality outcomes for every client experience.

The Customer Experience Manager is a full-time, on-site role based in Fall River, MA, responsible for overseeing the end-to-end client journey. This role manages client interactions from initial inquiry through post-treatment follow-up, ensuring a welcoming, efficient, and supportive experience.

• Schedule in-person and virtual consultations with prospective clients
• Clearly explain procedures, pricing, financing options, scheduling and next steps
• Respond to qualified leads within 5 minutes of acquisition
• Convert qualified leads and consultations into booked procedures
• Maintain consistent follow-up with prospective clients. Re-engage undecided leads and nurture longer-term opportunities.
• Collect deposits and coordinate financing & payment arrangements.
• Maintain accurate Lead, consultation and sales records in the practice CRM.
• Collaborate with surgeons, clinical staff and front office team members.

• Ability to drive high levels of Customer Experience, Customer Satisfaction, and Customer Service in a client-facing environment.
• Strong Communication skills, including clear verbal and written communication and active listening with clients and team members.
• Analytical Skills to interpret client feedback, track experience metrics, and recommend process improvements.
• Experience in customer-facing roles within healthcare, wellness, spa, or similar service industries is highly beneficial.
• Demonstrated ability to lead or coordinate a team, manage schedules, and maintain organized documentation.
• Comfort working on-site in a medical or cosmetic setting, maintaining professionalism, confidentiality, and respect for all clients.
• Proficiency with appointment scheduling software, pipeline management and basic office technology.
• High school diploma required; postsecondary education in business, hospitality, healthcare administration, or related fields is a plus.

Plastic surgery, cosmetic medicine, aesthetics, luxury services, elective healthcare, dental treatment coordination, medical devices or another premium consumer-sales environment.

• Consultation to procedure conversion rat
• Monthly booked and collected revenue
• Lead Response time and follow-up consistency
• Deposit and financing completion
• Patient satisfaction and service quality
• CRM accuracy and pipeline management

Competitive base hourly salary plus performance based commission or bonus. Compensation is designed to reward strong conversion, revenue growth, excellent follow-up and an outstanding patient experience.

8 Paid holidays, 1 week paid vacation, 5 days personal/sick time, 1 paid week off at Christmas, all discounts on offered products and procedures.