Client Experience Executive

About Hisential Hisential is a hospitality company that delivers best in class, premium personal healthcare experience for its clients. Our objective is to build an organization that matches the Hisential identity and delivers on our long-term business goals. Hisential is a hospitality, personal healthcare concierge business delivering a premium personal health experience across Singapore and Malaysia. Our promise to clients is an ongoing relationship, not a one-off transaction, and the Client Relations Executive is the person who makes good on that promise, day in and day out, for a dedicated group of clients. Every Hisential patient has a personal health concierge team as their one point of contact for everything from booking a first consultation to chasing lab results and managing follow-ups. Behind that concierge sits a coordinated team that ensures continuity even outside clinic hours, so a client's care never depends on whether one person happens to be available. No call centres, no repeating their story, no chasing reports just doctor-led medical care that stays joined up from a client's first visit through to their long-term outcomes. Role Purpose As a Client Relations Executive (Personal Health Concierge), you take over the client relationship the moment a booking is confirmed and you own it end-to-end for a dedicated book of roughly one hundred clients. Specifically, you are responsible for guiding each client through what to expect at the clinic and what to prepare beforehand, coordinating and confirming their appointments, following up after every service for feedback and continued engagement, stepping in for service recovery whenever something goes wrong, and proactively identifying opportunities for repeat and additional service. This is the role that turns a first booking into a long-term client relationship, and it directly drives client satisfaction, retention and lifetime value. What You Will Be Responsible For: Taking over the relationship after booking When Sales hands you a newly confirmed client, you will reach out promptly, introduce yourself as their dedicated concierge and guide them through what happens next from what to expect at the clinic to any preparation they need to do beforehand. Coordinating appointments and follow-up You are responsible for making sure appointments are scheduled, confirmed and followed up on, and that nothing falls through the cracks between a client's initial enquiry and their actual clinic visit. Following up after service After a service is delivered at the clinic, you will follow up with the client for feedback, address anything that did not go as expected and keep the relationship warm for continued engagement and repeat service. This is where Hisential either becomes a client's ongoing health partner or fades into a one-time visit, and that outcome depends largely on you. Service recovery If something goes wrong a delay, a miscommunication, a service that did not meet expectations you are the first line of response. You are expected to handle these situations with genuine care and to escalate to your manager when a situation needs managerial input. Maintaining relationship and privacy standards You will keep detailed, accurate CRM records of each client's history, preferences and communications, while treating everything a client shares with the discretion appropriate to personal health information. Driving repeat engagement Beyond reactive follow-up, you are expected to proactively identify clients who are due for a repeat service or who might benefit from something Hisential offers that they have not yet used, and to reach out accordingly always in a way that feels like genuine care rather than upselling. What We're Looking For: Experience Two to five years hands-on experience in a customer service or client service role, preferably in the hospitality or health clinic industry. You must have direct, proven experience in generating and growing repeat revenue from your client portfolio. Knowledge A solid understanding of Hisential's services, the full client journey from enquiry to ongoing care, follow-up protocols, what drives repeat engagement and how NPS and customer satisfaction are measured and improved. Comfort handling private, sensitive personal health information is essential. Skills Relationship management, problem solving, structured follow-up, service recovery, clear and warm client communication, revenue generation through repeat and additional service, and good working knowledge of using CRM systems. Personal Attributes Warm and genuinely attentive, responsive to client needs without needing to be chased, detail-oriented, discreet with sensitive information, dependable and consistently customer focused even when a day gets busy. What You Can Expect As a member of the Hisential team, you join a hospitality-led healthcare business built around the belief that people deserve to Live Different, Live Better. You'll work alongside a close, cross-functional team spanning Sales, Client Relations, Clinic Operations and our Medical team, with clear ownership over your own book of clients and a Client Relations Manager invested in your growth. Our culture puts personalised, discreet, client-first care at the centre of everything we do, and we back that with structured onboarding, ongoing training on our services and client journey, and the support you need to build real relationships not just get through transactions. Rewards and Career Opportunities Strong performance in this role is recognised and rewarded. Consistently strong client satisfaction, retention and revenue outcomes are the clearest path to performance-linked incentives, and to growth into a senior Client Relations Executive or Client Relations Manager role as our Singapore and Malaysia operations expand. We are building Hisential's Client Relations function from the ground up, which means genuine opportunity to shape how this role is done and to grow alongside t…