Client Experience & Reputation Manager (Mandarin Speaker)

1) The Opportunity:
Not Stuck Behind A Desk - Ready to escape the desk and build a powerful career in the booming aesthetics industry? We are seeking a dynamic leader to drive our client experience innovations and manage our brand's reputation. In this high-impact role, you will travel between our clinics to spot-check the quality on the ground. You’ll gain exposure to the business behind aesthetic medicine, client engagement and premium service delivery. We value talent over a degree—gain elite leadership experience and build a standout resume, all while enjoying premium staff privileges and exclusive aesthetic treatments. If you are an energetic champion of exceptional service, apply today!



2) What We're Looking For? Requirements:
a) 5+ Years of Experience: A solid background in CX or service management, ideally within the aesthetic or hospitality sectors.

b) This isn’t a job where you sit in the office all day. You’ll regularly visit branches, meet teams, observe customer journeys and help improve service standards on the ground.

c) Have an excellent command of spoken and written in both Chinese (Mandarin) and English is preferred. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking Business Users.

d) Knowledgeable of digital customer service system, principles and practices.

e) 5 days a week: Mon to Fri work from office; Sat & Sun – if needed to resolve challenges/complaint cases.

f) Must possess own transportation and be willing to travel for company events and outlet visits, assess client journey flow, conduct staff grooming spot checks, and professionally manage and resolve client complaints.

g) Design and improve customer service standards that create memorable client experiences across all clinics.



3) Enjoy The Perks:
a) Competitive salary package.
b) Enjoy staff purchase discounts.
c) Reimbursement for parking and mileage when visiting branches.
d) Enjoy annual bonus, company activities such as annual dinner, team building, outings, social gatherings & etc.
e) Employee recognition with opportunities for career growth.
f) Continuous Learning thru Professional Career Development Training programs, Workshops, Conferences to enhance CX skills.
g) A modern, supportive work environment with a strong company culture.
h) Promoting Work-Life Balance.
i) Weekday Flexi-time (30 mins) to support this role in weekend responsibilities.



4) Key Responsibilities/Job Description:

A) Strategic CX & Training: Develop and execute service strategies and staff training to ensure consistent, high-standard service delivery.

B) Digital & Feedback Oversight: Utilize technology to monitor client feedback and manage reputations across all social media (FB, IG, Google, XHS).

C) Team Leadership: Mentor the team to deliver "5-Star Service & Ambiance" while maintaining the brand's commitment to affordability.

D) Issue Resolution: Lead the investigation of complex complaints, implementing corrective actions and presenting monthly case reviews to the organization.

E) Performance Reporting: Prepare data-driven reports for the Sr. CX Manager and pursue national "Best Customer Service" awards.

F) Cross-Dept Collaboration: Partner with Medical Affairs to align CX initiatives with overall business growth and clinical objectives.

G) Quality Control: Conduct regular branch spot checks (via own transport) to ensure operational and digital compliance.


5) Who Will Thrive In This Role? You may be a great fit if you:

✓ Enjoy interacting with people

✓ Like improving systems and processes

✓ Enjoy solving problems

✓ Are confident communicating in English and Mandarin

✓ Confidence in public speaking

✓ Are organised and detail-oriented

✓ Love technology and digital tools

✓ Can lead and influence others

✓ Prefer a dynamic role over sitting at the same desk every day

✓ Want to build a career that combines people, business and digital innovation