Client Manager, RBVH

Red Bank Veterinary Hospital (RBVH) proudly opened its new, state-of-the-art facility in May 2024—an expansive, 100,000+ square foot space nearly twice the size of our original Tinton Falls location. This milestone marks the continuation of over 40 years of dedicated service to our community. Equipped with advanced diagnostics like MRI, CT, fluoroscopy, and a PET scanner, the hospital features 52 exam rooms, 12 surgical suites, a dedicated emergency department, and expanded training spaces.

Thoughtful amenities—including feline-only waiting areas, a rehab unit, comfort rooms, and a serene zen garden—reflect our commitment to exceptional care for pets and their families.

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.

The Client Experience Manager leads and elevates the client experience across all touchpoints within the hospital. This role ensures that every client feels welcomed, informed, supported, and confident in their pet’s care. The manager oversees all Client Services Teammates, promoting compassionate communication, consistent service delivery, and a culture of hospitality throughout the hospital.

This leader develops and implements systems that optimize client flow, communication standards, and emotional awareness, ensuring clarity and support during emergency, specialty, surgical, and general practice visits. They collaborate closely with medical and operations leadership to remove barriers and drive exceptional client experiences.

• Red Bank, NJ

• The ideal salary range for the opportunity is $80,000-$100,000

• Full Time
• Days/
  
  Shifts:
  
  TBD

• Own and continuously improve the client experience framework and service standards.
• Serve as the accountable owner of the client journey across all client services touchpoints and client-facing service interactions.
• Standardize communication, follow‑up workflows, 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 align client communication standards and ensure consistency across departments and services.
• Establish and monitor client experience KPIs including client satisfaction scores, complaint trends, service recovery metrics, wait‑time communication performance, and training completion rates; provide monthly performance reporting to hospital leadership.

• Leads all Client Services Teammates.
• Manage staffing levels, recruitment, onboarding, scheduling, payroll, and performance evaluations.
• Coach, develop, and provide ongoing feedback to client‑facing teams; establish accountability and recognition systems.
• Monitor turnover, address operational employee issues, and ensure compliance with labor laws and company policies.
• Ensure all team members follow handbook policies, procedures, and service standards consistently and fairly.
• Ensure operational coverage plans and escalation protocols maintain consistent service standards at all times.
• Use client experience metrics and volume trends to inform staffing models and scheduling decisions.

• Design, implement, and oversee client experience training programs.
• Support hiring, onboarding, and career growth pathways for team members.
• Foster a culture of accountability, recognition, and high performance.
• Maintain a regular on‑floor leadership presence to observe client interactions, coach in real time, and reinforce hospitality standards.
• Actively discourage gossip and promote open…