Client Retention Manager

Role Overview

• As the Client Retention Manager, you will be the central point of contact for all incoming client queries across eMbrace centres, operating from our Vasant Kunj hub.
• You will play a high-impact role in ensuring every enquiry is handled warmly, efficiently, and professionallyconverting leads into active clients while delivering an exceptional client experience.
• This role combines client relationship management, conversion-focused follow-up, therapist scheduling coordination, data accuracy, and service excellence.

Key Responsibilities

• Client Experience & Relationship Management
• Serve as the first point of contact for all incoming enquiries via phone, WhatsApp, email, and walk-ins across centres.
• Welcome clients warmly and create a premium, empathetic, and reassuring first impression.
• Understand client needs and guide them to the appropriate services, therapist, or centre.
• Build trust with prospective and existing clients through proactive and timely communication.
• Resolve client concerns or escalate issues promptly when needed.
• Conversion & Retention
• Follow up consistently with all new enquiries to maximise appointment conversions.
• Re-engage dropped leads, inactive clients, and pending enquiries.
• Encourage continuity of care, package renewals, repeat sessions, and long-term engagement.
• Track reasons for drop-offs and recommend improvements to improve conversions.
• Scheduling & Therapist Coordination
• Manage therapist calendars across centres for optimal utilisation.
• Book, confirm, reschedule, and coordinate appointments smoothly.
• Ensure minimal scheduling conflicts, no-shows, and downtime.
• Coordinate with therapists regarding client preferences, changes, and updates.
• Data Management & Reporting
• Maintain accurate records of enquiries, conversions, appointments, cancellations, no-shows, and retention metrics.
• Ensure CRM / Excel / internal systems are updated daily.
• Generate weekly and monthly reports on leads, conversion rates, client retention, and scheduling efficiency.
• Identify trends and suggest improvements through data insights.
• Cross-Centre Operational Coordination
• Coordinate centrally with Vasant Kunj, Gurgaon, hospital centres, and online teams.
• Support consistency in client communication and service standards across all locations.
• Work with operations and leadership on process improvements.

Qualifications & Skills

• Graduate required; MBA preferred.
• 3+ years of experience in client servicing, admissions, front office, sales coordination, healthcare, wellness, or hospitality.
• Strong communication skills in English and Hindi.
• Excellent people skills with empathy and professionalism.
• Highly organised with strong follow-up discipline.
• Comfortable using Excel, Google Sheets, CRM tools, WhatsApp Business, scheduling systems.
• Data-driven mindset with ownership mentality.