Head - Customer Experience/ Relationship Manager
People Fraction · Bengaluru · onsite · Posted 30d ago
₹10.0L - ₹18.0L PA7–12 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Role Overview
We’re looking for someone to own and elevate the entire customer (pet parent) experience across hospitals and vet home visits.
This role blends healthcare + hospitality and requires a strong service mindset.
Key Responsibilities
1. Customer Experience Ownership
- Manage end-to-end pet parent journey (OPD, IPD, home visits)
- Act as the bridge between doctors & customers
- Ensure consistent, high-quality experience
- Hire and lead customer experience teams across clinics
- Train teams on communication, empathy & service standards
- Oversee experience for admitted pets (IPD)
- Ensure timely updates & handle sensitive situations
- Drive feedback collection (calls, WhatsApp, etc.)
- Implement improvements based on insights
- Build and standardize customer experience processes
- Ensure consistency across all clinics
- Work closely with doctors & operations teams
- Act as the voice of the customer internally
Ideal Candidate
* 7+ years in customer experience / guest relations
* Background in 5-star hospitality / premium service brands preferred
* Strong in team building, training & service excellence
* High empathy, communication & problem-solving skills
* 7+ years in customer experience / guest relations
* Background in 5-star hospitality / premium service brands preferred
* Strong in team building, training & service excellence
* High empathy, communication & problem-solving skills
About the Company
Dr Doodley is a Bengaluru-based, high-growth pet healthcare company redefining the standards of veterinary care in India through an integrated and technology-enabled approach. Established in 2023, the company operates a hybrid care model, combining on-demand, at-home veterinary services with 7 multispecialty pet hospitals across Bangalore, delivering comprehensive care 24/7, ensuring seamless and accessible care for pet parents.
Dr Doodley has demonstrated significant scale and impact, having served over 30,000 pets and conducted 1,000+ surgical procedures, supported by a growing network of veterinary professionals and clinical infrastructure.
With a clear vision to build India’s most trusted and comprehensive pet healthcare platform, Dr. Doodley is focused on expanding its hospital network, strengthening clinical excellence, and delivering a consistently high-quality, compassionate experience for pet parents.
Dr Doodley is a Bengaluru-based, high-growth pet healthcare company redefining the standards of veterinary care in India through an integrated and technology-enabled approach. Established in 2023, the company operates a hybrid care model, combining on-demand, at-home veterinary services with 7 multispecialty pet hospitals across Bangalore, delivering comprehensive care 24/7, ensuring seamless and accessible care for pet parents.
Dr Doodley has demonstrated significant scale and impact, having served over 30,000 pets and conducted 1,000+ surgical procedures, supported by a growing network of veterinary professionals and clinical infrastructure.
With a clear vision to build India’s most trusted and comprehensive pet healthcare platform, Dr. Doodley is focused on expanding its hospital network, strengthening clinical excellence, and delivering a consistently high-quality, compassionate experience for pet parents.
Sourced from naukri
Skills
Customer Experience ManagementCustomer Experiencehealthcare operationsPatient RelationsProcess Improvementteam managementSop DevelopmentCustomer GrievanceGuest RelationsService Excellence