Client Experience Manager

Job summary

Oversee the end-to-end client journey by welcoming clients, managing appointment flow, maintaining a professional clinic environment, and resolving service issues. Monitor client feedback and experience metrics, coordinate with clinical and administrative teams, and support process improvements that uphold Vitality’s service standards.

Job details

Company Description Vitality Physiotherapy and Wellness Centre is a client-focused physiotherapy and wellness organization specializing in custom rehabilitation programs that help clients maintain active, goal-oriented lifestyles. The team is made up of caring healthcare practitioners, coaches, and service providers who prioritize health outcomes, education, and an exceptional customer experience guided by the “three Cs of care”: Connect Compassionately, Communicate Clearly, and Coach Enthusiastically. Vitality offers its proprietary Movement Method™ to accelerate recovery, support physical and mental health, and reduce future pain. Clients can access care at four luxury facilities in Ottawa and Kemptville, Ontario, and choose Vitality for its high standard of care, premium environment, and commitment to helping them reach their wellness goals. Services include physiotherapy, osteopathy, chiropractic care, massage therapy, psychotherapy, naturopathic medicine, acupuncture, shockwave therapy, and custom orthotics and supports. Role Description The Client Experience Manager is a full-time, on-site role based in Ottawa, responsible for overseeing and elevating the end-to-end client journey at Vitality Physiotherapy and Wellness Centre. Day-to-day responsibilities include greeting clients, managing appointment flow, and ensuring a welcoming, professional environment in the clinic. The role involves monitoring client feedback, resolving service issues, and coordinating with clinical and administrative teams to maintain consistent standards of care and communication. The Client Experience Manager will support process improvement initiatives, track client experience metrics, and help implement programs that reflect Vitality’s core values of compassionate connection, clear communication, and enthusiastic coaching. This position requires active collaboration with team members to support clinic operations and contribute to a high-quality, luxury client experience. Qualifications Candidates should possess strong Customer Service and Customer Experience skills, with a focus on creating welcoming, supportive, and solution-oriented interactions. Candidates should possess excellent Communication skills, including clear verbal and written communication, active listening, and the ability to convey information to both clients and team members. Candidates should possess solid Analytical Skills to interpret client feedback, track experience-related data, and support decisions that improve service quality. Candidates should possess Project Management capabilities to organize initiatives, coordinate tasks across teams, and follow through on client experience improvement projects. Additional beneficial qualifications include prior experience in a healthcare, wellness, or clinic environment; proficiency with scheduling and CRM tools; strong organizational skills; and the ability to work collaboratively in a multidisciplinary team. Post-secondary education in business, healthcare administration, customer experience, or a related field is an asset, along with demonstrated commitment to client-centered care and professional ethics.

What you’ll do

Oversee the end-to-end client journey by welcoming clients, managing appointment flow, maintaining a professional clinic environment, and resolving service issues. Monitor client feedback and experience metrics, coordinate with clinical and administrative teams, and support process improvements that uphold Vitality’s service standards.

Requirements

Candidates should have strong customer service, communication, analytical, and project management skills, along with the ability to collaborate effectively in a multidisciplinary team. Healthcare or wellness experience, scheduling and CRM proficiency, and post-secondary education in business, healthcare administration, customer experience, or a related field are assets.

Listed skills

• Customer service · Preferred
• Organization · Preferred
• Communication · Preferred
• issue resolution · Preferred
• Team Collaboration · Preferred
• Project management · Preferred
• scheduling · Preferred
• Process Improvement · Preferred
• CRM Tools · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Customer Experience
• Communication
• Active Listening
• Analytical Skills
• Project Management
• Client Feedback Analysis
• Scheduling
• CRM Tools
• Organization
• Team Collaboration
• Process Improvement
• Issue Resolution
• Client-Centered Care

Job areas

• Customer Service & Support
• Healthcare
• Management & Leadership
• Administrative