Client Services Manager-Wellness & Longevity

About Us:At NADclinic, we’re proud to be an innovative, forward-thinking and truly transformational company that gives our clients the opportunity to ‘be their best self’. With a team of medical professionals specialising in nutrition, neurology and complementary therapies, we aim to improve psychological and physical health and performance. We do this through harnessing the unique power of essential and life-changing NAD+, a molecule that helps our cells produce energy, and which can mitigate the debilitating effects of ageing, illness and chronic conditions. Role Overview:We are seeking a proactive and customer-focused Client Services Manager to oversee and manage all aspects of customer service and client communication. This role will be pivotal in managing customer enquiries, processing orders, responding to calls and emails, and ensuring a seamless experience across all touchpoints. As the company grows, you will also be responsible for building and leading a high-performing client services team.Key ResponsibilitiesCollaborate with internal teams (e.g., sales, operations, logistics) to support the customer journeyMonitor customer satisfaction and identify opportunities for service improvementDevelop scalable processes and workforce management practices to increase efficiency and reduce costDrive sales revenue through strategic up-selling and cross-selling within existing and new contacts Provide excellent customer service and resolve client issues promptly and effectivelyMonitor patterns in customer enquiries to identify emerging issues and represent the voice of the customer internallyMaintain clear records of communications, enquiries, orders, and resolutionsBuild, train, and lead a client services team as the company scalesHandle team scheduling as the company and team grows, to maintain consistent, high-quality coverage across all time zonesDeliver onboarding, training, and ongoing coaching aligned with KPIs, product changes, and team goalsManage all incoming customer enquiries through email, phone, and other communication channels, ensuring all enquiries are responded to in a timely and professional mannerLead, mentor, and manage the Support team, including part-time staff, ensuring strong performance and professional growthWork with the leadership team on our AI and automation strategy to improve Support speed, accuracy, and cost-effectivenessTrack and communicate the impact of automation; identify and resolve performance gaps or blind spotsCollect, organise, and report customer feedback, especially on new features or products, directly to the Leadership TeamReport regularly on customer service metrics and team performance to the Leadership TeamSkills and Experience RequiredProven experience in a customer service, client services, or account management role.Excellent verbal and written communication skills.Strong organisational and time-management abilities.Proficiency in managing multiple communication channels (email, phone, CRM platforms).Detail-oriented with a commitment to accuracy and customer satisfaction.Experience with order processing systems or CRM tools (e.g., Salesforce, HubSpot, or similar).Comfortable in a fast-paced, growing business environment.Previous experience building or managing a team is highly desirable.Ability to remain calm under pressure and handle difficult customer situations tactfully.What We Offer:Competitive salary and benefits packageSupportive, vibrant working environment.Complimentary treatments Friends and family discounts Be part of a quality and rapidly growing luxury brand in the wellness industry.