Job Specifications
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 Responsibilities
Collaborate with internal teams (e.g., sales, operations, logistics) to support the customer journey
Monitor customer satisfaction and identify opportunities for service improvement
Develop scalable processes and workforce management practices to increase efficiency and reduce cost
Drive sales revenue through strategic up-selling and cross-selling within existing and new contacts
Provide excellent customer service and resolve client issues promptly and effectively
Monitor patterns in customer enquiries to identify emerging issues and represent the voice of the customer internally
Maintain clear records of communications, enquiries, orders, and resolutions
Build, train, and lead a client services team as the company scales
Handle team scheduling as the company and team grows, to maintain consistent, high-quality coverage across all time zones
Deliver onboarding, training, and ongoing coaching aligned with KPIs, product changes, and team goals
Manage all incoming customer enquiries through email, phone, and other communication channels, ensuring all enquiries are responded to in a timely and professional manner
Lead, mentor, and manage the Support team, including part-time staff, ensuring strong performance and professional growth
Work with the leadership team on our AI and automation strategy to improve Support speed, accuracy, and cost-effectiveness
Track and communicate the impact of automation; identify and resolve performance gaps or blind spots
Collect, organise, and report customer feedback, especially on new features or products, directly to the Leadership Team
Report regularly on customer service metrics and team performance to the Leadership Team
Skills and Experience Required
Proven 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 package
Supportive, vibrant working environment.
Complimentary treatments
Friends and family discounts
Be part of a quality and rapidly growing luxury brand in the wellness industry.
About the Company
NADclinic Group are the global leader in wholesale supply of NAD+ IV, NAD Therapeutics, Diagnostics and supplementation. Unlocking the Potential of NAD+ for Cellular Optimisation, Preventative Health & Longevity | Elevating Life Performance | Global Leaders and purveyors of Pharma-Grade NAD+ IV, Supply and Distribution, including bulk API's and Raw Materials. NADclinic longevity hubs and partner locations are regenerative & preventative health and human performance centres of excellence. NADclinic offer scientifically proven...
Know more