Client Experience Manager

Client Experience Manager

Red Bank Veterinary Hospital offers the opportunity to work in a new, 100,000+ sq. ft. state-of-the-art hospital designed for advanced specialty and emergency care. With MRI, CT, PET scanning, 12 surgical suites, a dedicated ER, and expanded training spaces, RBVH combines innovative medicine with compassionate care for pets, clients, and team members alike. We're looking for a Client Experience Manager to elevate the client journey at Red Bank Veterinary Hospital (RBVH).

In this hands-on leadership role, you'll oversee the Client Services team, set communication and hospitality standards, and ensure every pet owner feels welcomed, informed, and supported—from first contact through discharge. Partnering with medical and operations leaders, you'll streamline client flow, remove barriers, and foster a compassionate, consistent experience that supports exceptional patient care.

Compensation: $80,000 - $100,000 based on experience and skills brought to this role

Full-Time Benefits Include:

• Medical, Dental, and Vision
• 401(k)
• Employee Assistance Program (EAP)
• Continuing Education (CE) + Free Vetbloom (RACE-approved CE) access
• Paid Time Off:
  • Sick Days
  • Vacation Days
  • Bereavement Leave
• Disability & Life Insurance
• Employee Pet Discount
• Referral Program

Schedule:

• Full-Time
  • Monday – Friday
  • Occasional weekends/off-hours as needs arise

The Client Experience Manager leads the Client Services team and works collaboratively with hospital leaders to support a positive and consistent client experience. This role promotes compassionate communication, exceptional service delivery, effective service recovery, and hospitality standards to help ensure clients feel welcomed, informed, supported, and confident in their pet's care. The manager partners closely with medical and operations leadership to improve consistency, address client experience opportunities, and foster a culture of hospitality and compassion throughout the hospital.

• Client Experience Leadership
  • Support and continuously enhance client experience programs, service standards, and communication practices.
  • Serve as a champion for the client experience and partner with hospital leaders to promote consistency across client-facing interactions.
  • Monitor, refine, and reinforce communication, follow-up, and service recovery processes.
  • Honor and support the euthanasia and bereavement process with dignity, privacy, and compassion.
  • Establish and maintain a presence in the lobby and be accessible to clients and staff to foster a positive environment.
  • Partner with medical, nursing, and operations leaders to support consistent communication and service standards across departments and services.
  • Monitor and report on client experience KPIs including client satisfaction scores, complaint trends, service recovery metrics, wait-time communication performance, and training completion rates; provide regular performance reporting to hospital leadership.
• Training, Coaching & Development
  • Provide leadership and direction for the Client Services function, working closely with supervisors and engaging directly with client-facing teams to support service excellence, team development, and operational success.
  • Oversee staffing, recruitment, scheduling, payroll, and performance management activities for the Client Services department in collaboration with supervisors.
  • Coach, develop, and support supervisors and client-facing teams; reinforce accountability, recognition, and service excellence standards.
  • Collaborate with supervisors to maintain staffing coverage and operational workflows that support consistent service delivery.
• Client Satisfaction & Service Recovery
  • Respond to client escalations and lead service recovery efforts.
  • Address client inquiries, concerns, and complaints promptly, professionally, and compassionately.
  • Identify opportunities to improve client satisfaction using feedback, service trends, and client experience data.
  • Maintain and refine client communication standards and resources for key client interactions, including intake, updates, discharge, and financial conversations.
  • Support initiatives that improve wait-time communication, client…