Manager – Customer Experience & Lead Conversion

About the role

Own the end-to-end handling of prospective guest inquiries and conversion into first dialysis treatments, while leading centralized customer service and complaint management. The manager will drive timely follow-up, effective coordination with dialysis centers, guest satisfaction and measurable service improvements. Digital marketing familiarity is important for understanding lead sources and campaign performance; advertising strategy and execution remain with the Marketing team.

Key responsibilities

• Oversee inquiries from Facebook, Messenger, telephone, website and other channels; ensure every lead is logged, assigned and contacted within agreed service levels.
• Manage the calling team's qualification, follow-up cadence, appointment coordination and handover to center managers and Growth Executives.
• Track each lead through inquiry, contact, qualification, center visit or consultation, and first completed dialysis treatment; count conversion only upon treatment commencement.
• Analyze lost and unconverted leads, reasons for drop-off, center-level barriers and opportunities to improve conversion.
• Provide Marketing with structured feedback on lead quality and campaign-to-treatment performance.
• Own a centralized intake and tracking process for complaints received through calls, Facebook, Messenger and other channels.
• Classify, prioritize and assign complaints; coordinate resolution with Operations, center managers, Quality and relevant departments.
• Keep guests informed, verify resolution and close cases with documented outcomes; identify repeat issues and recommend preventive actions.
• Supervise inbound and outbound customer service activities, including calling productivity, complaint handling, quality assurance and coaching.
• Maintain accurate lead and complaint records, dashboards, status definitions and audit trails; recommend CRM and messaging automation improvements.

About you

• Bachelor's degree in Business, Marketing, Communications or related discipline.
• Approximately 3–5 years of relevant experience in customer service, contact center operations, inside sales or lead conversion; prior team supervision preferred.
• Demonstrated ability to handle customer escalations and drive measurable follow-up and conversion outcomes.
• Working knowledge of Facebook Messenger, Meta Business Suite, CRM tools and digital lead-generation analytics; hands-on paid advertising experience is an advantage, not a requirement.
• Strong English and Filipino communication, analytical skills, empathy, ownership and cross-functional coordination.
• Healthcare experience is an advantage, not mandatory.

About us

NephroPlus Philippines operates dialysis centers nationwide, supporting guest acquisition, customer service operations and complaint resolution across the organization.