Client Retention

2 weeks ago

Ottawa, Canada Ottawa Animal Emergency and Specialty Hospital Full time

**Job Posting - Client Retention & Services Manager
- Veterinary Industry**

Client Retention & Services Manager

Veterinary Industry/ Healthcare Enviroment

**Who we Are**:
Founded in 2012, this is one of Ottawa’s Premiere Emergency and Speciality Veterinary Hospital’s mission is to promote animal welfare by offering specialized and emergency veterinary services 24/7 in its centers located in Ottawa, proudly owned by Veterinarians, and serving Ontario and the Quebec areas. Passion, Dedication, Compassion and Excellence about our team and the clients we serve is our culture. We believe in a great experience for our team, clients, patients, and stakeholders.

**The ROLE: Client Retention & Services Manager.**

This role is responsible for the evolution and deployment of Emergency and Specialty Hospital Customer Relations and Services. Operating in a changing and growing environment, the employee will seek opportunities to foster relationships with all employees, colleagues, clients, industry partners, and all the potential referral clinics and hospitals. The employee will review and lead key performance indicators, strategies and operational objectives pertaining to the client relations and services of the employer.

**Key Responsibilities**:
The role is a high responsibility position that reports directly to Managing Director. The employee works to lead

Client Relations and Services of 24 hour Veterinary Hospital including all Specialty Services,. The employee is to supervise all areas of the Client Relations and Services, including all supervisors and employees within this department. The employee is expected to lead the overall effectiveness of the departments and work to reach financial goals, client retention and employee engagement.

**Mission Objectives**:
**Brings the hospital mission and vision to life**:
Mission: Strive to provide the best possible client experience in a relationship-centered environment.

Vision: A premiere reference center, wholly owned by veterinary professionals, and a model of excellence, innovation and beyond.

**Duties and Responsibilities**:
Leading the smooth day to day operations of both Specialty & Emergency Reception space and its team members, in coordination with the organizations internal culture

Directly oversee $1-2 Million in resources, leading a team of 3-5 supervisors and over 30 team members in the client relations and retention team, supporting all other hospital & specialty departments

Leadership of client complaints and feedback and implement best solutions, involving other department leaders on the development of action plans.

Responds to telephone calls and written inquiries from clients (including all social media and website inquiries) in a timely and professional manner, with the acknowledgment of all inquiries within 24 hours

Work with the Managing Director on the developing budgets and financial models that suit the needs of the departments and meet client retention objectives and goals

Ensures maximum retention of clients, including referring clients, by regularly contacting existing clients to ensure quality service is being delivered and needs are met and exceeded

Reviews policy wordings and other documentation for accuracy and completeness

Performance Assessment & Development. Participate in all performance management situations for any issues related to the any direct reports in the department. Ensure timely feedback for improvement is delivered and followed up on as necessary

Preparing all training materials. procedures and documents relevant to your department as needed

Lead client service leads and supervisors, including their development, retention, engagement and training

Ensuring the financial labor model objectives are met or exceeded by leading scheduling and efficiencies for the department

Delegate tasks and focus on individual development by coaching as needed and in times that are appropriate

Be visible, approachable, and available to your team and clients at all times.

Assist in either department (Emergency & Specialty Reception) in a Client Services role when needed and work directly with the team

Coordinate with other department managers, ER department & specialty departments to ensure the reception team is serving their needs and working effectively with each department

Coaching and connecting with your team daily around important communications and confirming that each employee within your department understands and has clarity.

Offering feedback to your team and holding them to the highest standard around client service, time management, and organization

Ensuring all daily/weekly tasks are completed, done right, and in a timely fashion while also addressing tasks that aren’t complete or done to hospital standard.

Rolling out new guidelines and policies, including working with your manager to create new guidelines and policies.

Offering and producing pragmatic approaches to existing guidelines and policie

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