Client Experience Manager

​​
​​

About PESCM: 
 
PESCM, located in San Rafael, is the only 24/7 veterinary hospital in Marin with specialties in Internal Medicine, Oncology, Surgery, Neurology, Cardiology, Urgent Care, Emergency, Radiology, and Critical Care. Our mission is to serve pets and people by continually pushing to improve our medicine, our service, our communication, and ourselves. 
 
Why PESCM: We are not your typical veterinary hospital. 
 
PESCM is run by managers who have been with the hospital for a decade or more, all promoted from within. We are former nurses and client service staff who understand what employees need, because we’ve been there ourselves: predictable schedules, regular time off, competitive pay, generous benefits, and a nurturing yet professional environment that fosters your growth and success. 

Job Title: Client Experience Manager 
Location: Pet Emergency and Specialty Center of Marin  

About Veritas Veterinary Partners: 
Veritas Veterinary Partners is a premier network of specialty and emergency veterinary practices, dedicated to providing top-quality patient care and seamless client experiences. With values rooted in true collaboration, partnership, and expertise, Veritas fosters an environment that supports professional growth and client-focused service, ensuring that every client interaction is compassionate, efficient, and impactful. 

Position Summary: 
The Client Experience Manager is responsible for elevating and standardizing the client experience across all interactions at the hospital. This role works closely with hospital leadership and the client-facing team to implement best practices, streamline processes, and foster a client-first culture. As a leader and advocate for clients, the Client Experience Manager ensures that every client feels valued, heard, and confident in the care provided for their pets. 

Core Purpose of the Client Experience Manager Role: 

1. Champion of Client-Centered Service 
   The Client Experience Manager creates a welcoming environment by setting standards for service excellence. This includes ensuring that each interaction is empathetic, respectful, and focused on building trust and comfort, making clients feel they are receiving exceptional and personalized care. 

1. Advocate for Client Feedback and Improvement 
   This role gathers, analyzes, and addresses client feedback to continually enhance the client experience. The Client Experience Manager fosters a feedback-driven culture, where client insights are valued and used to make meaningful improvements in processes and communication. 

1. Builder of Team Engagement and Training 
   The Client Experience Manager provides training and coaching to client-facing staff, ensuring they are equipped to deliver consistent, high-quality interactions. By developing skills in empathy, communication, and service recovery, this role empowers the team to uphold Veritas' values and maintain strong client relationships. 

1. Ambassador of PESCM’s Values and Culture 
   As a leader in client experience, this role embodies and promotes PESCM’s values of collaboration, partnership, and expertise. The Client Experience Manager nurtures a positive workplace culture that emphasizes accountability, teamwork, and dedication to the client experience. 

1. Strategic Partner for Continuous Improvement 
   Beyond daily responsibilities, the Client Experience Manager identifies and implements strategic initiatives to streamline processes, improve service delivery, and enhance the overall client journey. This role collaborates with hospital leadership to develop long-term plans for sustaining an exceptional client experience. 

Core Operational Responsibilities: 

The Client Experience Manager oversees the quality of all client-facing interactions, processes, and support services, ensuring a seamless, consistent experience. Reporting to the Hospital Director, this position works closely with the front desk, client service team, and clinical staff to maintain high service standards and foster a client-first environment.