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Reception Manager

2 months ago

London UK, UK, United Kingdom HUM2N Full time

Clinic Receptions Manager



This is a unique opportunity to be working alongside industry thought leaders in a futuristic centre that is at the cutting edge of driving preventive and personalised medicine forwards, with access to the latest modalities and a global clientele.


The Clinic Reception Manager is a key role within the business, responsible for the business operations, people management, client journey, cost control and revenue generation. This is a multi-functional, fast paced and hands-on role with plenty of diverse responsibilities and opportunity for growth.

HUM2N has an integrated team of health and medical experts to provide optimal health care provision for our clients.


The right candidate must be highly organised, process driven and have high attention to detail.

Reporting into: Clinic Operations Manager & Medical Director


Guest Relations Management

  • Deliver 5* service to our members, clients and prospective clients
  • Manage virtual assistants (from training, auditing to reporting back daily)
  • Manage all client inquiries to a high standard (Hubspot, WhatsApp, Referrals and Walk-ins)
  • Welcome Calls with VIP clients
  • Build rapport and lasting relationships with prospective and current members
  • Ensure all inquiries are responded to within a timely manner
  • Manage prospect to client tracker within Hubspot
  • Manage client complaints
  • Create templates and canned responses to a 5 star standard
  • Manage and adhere to client inquiry management SLAs
  • Rota, Leave & support for HR


Clinic Presentation & Standards

  • Deliver and contribute to premium service delivery throughout the clients journey.
  • Manage and motivate the team to optimise staff performance and retention.
  • Implement efficient processes and systems to support service delivery.
  • Ensure health & safety regulations are compliant, managing and escalating where required.
  • Establish clinic maintenance and presentation is of the highest cleanliness and standard at all times.


Sales Management

  • Responsible for selling HUM2N memberships
  • Manage prospect new business and clients (70% conversion rate)
  • Host events and workshops for in-club lead generation
  • Follow up with all referrals and events data to convert sales and bookings
  • Conduct pre-planning activities each month including strategic outreach, for securing member referrals
  • Plan up-sell activations with clinical team
  • Provide sales training with clinical and administrative team
  • Create sales materials for clinical and administrative team


Marketing

  • Manage the smooth operation of events (planning, guest-list management, catering, staff co-ordination etc)
  • Work with marketing on driving local-marketing campaigns (flyering, neighborhood campaigns and partnerships)
  • Support Head of Marketing with data-segmentation to support targeted campaigns
  • Connect with clients to secure testimonials
  • Work with marketing on creating promotions
  • Manage KOLs + VIP client in-clinic experiences
  • Encourage online reviews on Google and Facebook
  • Provide marketing with weekly reports on marketing campaign effectiveness


Reporting

  • Daily Sales Reporting
  • Manage morning and end of day meetings with team
  • Weekly Sales and Customer Service Reporting
  • End Of Month Reporting + Attend Monthly Reporting Meetings with Management Team


ABOUT YOU

  • You will have a minimum of 3 years management experience in a similar role ideally within a medical clinic, 5 * hospitality or Wellness club.
  • Experience with Hubspot preferred otherwise needs to be tech savvy
  • Passionate about delivering excellent guest experiences with a smile
  • Excellent people manager with the ability to mentor, motivate, coach and develop team members to achieve their potential
  • Exceptional service standards with attention to detail
  • Impeccable appearance and interpersonal skills with a good command of English is essential both verbal and written.

BENEFITS

  • Truly competitive salaries - £25,000+ depending on experience
  • Bonus will be offered for prospect - client conversion
  • Monthly treatment credit for your personal use
  • Career development prospect