Verified Job
Customer Support / TeleCaller
Client Retention Manager
Customer Support / TeleCaller
#2395
Remote / WFH
embrace
Job Description
Location: Vasant Kunj, Delhi (Full-time / In-office Role)
Type: Full-Time
Start Date: ASAP
About eMbrace
At eMbrace, we are on a mission to make quality mental healthcare accessible for children,
adolescents, and adults, with a special focus on neurodivergent individuals. Our evidence-based, holistic approach ensures individuals receive the support they need at every stage of their journey. Join us in building a platform that creates meaningful impact in mental health and developmental care.
Role Overview
As the Client Retention Manager, you will be the central point of contact for all incoming client queries across eMbrace centres, operating from our Vasant Kunj hub. You will play a high-impact role in ensuring every enquiry is handled warmly, efficiently, and professionally—converting leads into active clients while delivering an exceptional client experience.
This role combines client relationship management, conversion-focused follow-up, therapist scheduling coordination, data accuracy, and service excellence.
Key Responsibilities
Client Experience & Relationship Management:
●
Serve as the first point of contact for all incoming enquiries via phone, WhatsApp, email, and walk-ins across centres.
● Welcome clients warmly and create a premium, empathetic, and reassuring first impression.
● Understand client needs and guide them to the appropriate services, therapist, or centre.
● Build trust with prospective and existing clients through proactive and timely communication.
Conversion & Retention:
● Resolve client concerns or escalate issues promptly when needed.
● Follow up consistently with all new enquiries to maximise appointment conversions.
● Re-engage dropped leads, inactive clients, and pending enquiries.
● Encourage continuity of care, package renewals, repeat sessions, and long-term engagement.
● Track reasons for drop-offs and recommend improvements to improve conversions.
Scheduling & Therapist Coordination
● Manage therapist calendars across centres for optimal utilisation.
● Book, confirm, reschedule, and coordinate appointments smoothly.
● Ensure minimal scheduling conflicts, no-shows, and downtime.
● Coordinate with therapists regarding client preferences, changes, and updates.
Data Management & Reporting:
● Maintain accurate records of enquiries, conversions, appointments, cancellations,
no-shows, and retention metrics.
● Ensure CRM / Excel / internal systems are updated daily.
● Generate weekly and monthly reports on leads, conversion rates, client retention, and scheduling efficiency.
● Identify trends and suggest improvements through data insights.
Cross-Centre Operational Coordination:
● Coordinate centrally with Vasant Kunj, Gurgaon, hospital centres, and online teams.
● Support consistency in client communication and service standards across all locations.
● Work with operations and leadership on process improvements.
Qualifications & Skills:
● Graduate required; MBA preferred.
● 3+ years of experience in client servicing, admissions, front office, sales coordination,
healthcare, wellness, or hospitality.
● Strong communication skills in English and Hindi.
● Excellent people skills with empathy and professionalism.
● Highly organised with strong follow-up discipline.
● Comfortable using Excel, Google Sheets, CRM tools, WhatsApp Business, scheduling systems.
● Data-driven mindset with ownership mentality.
Why Join Us?
● Be part of a mission-driven, fast-growing mental health organisation.
● Directly influence revenue growth through conversions and retention.
● Work closely with founders and leadership.
● Strong growth pathway into operations / business leadership roles.
● Meaningful work transforming lives through care.
Timings:
6 day working Monday- Saturday, 10am to 6pm
Application Process
Please send your CV to
hr@embracelives.com
and cc: info@embracelives.com with subject line: Application for Client Retention Manager.
To know more: www.embracelives.com
Type: Full-Time
Start Date: ASAP
About eMbrace
At eMbrace, we are on a mission to make quality mental healthcare accessible for children,
adolescents, and adults, with a special focus on neurodivergent individuals. Our evidence-based, holistic approach ensures individuals receive the support they need at every stage of their journey. Join us in building a platform that creates meaningful impact in mental health and developmental care.
Role Overview
As the Client Retention Manager, you will be the central point of contact for all incoming client queries across eMbrace centres, operating from our Vasant Kunj hub. You will play a high-impact role in ensuring every enquiry is handled warmly, efficiently, and professionally—converting leads into active clients while delivering an exceptional client experience.
This role combines client relationship management, conversion-focused follow-up, therapist scheduling coordination, data accuracy, and service excellence.
Key Responsibilities
Client Experience & Relationship Management:
●
Serve as the first point of contact for all incoming enquiries via phone, WhatsApp, email, and walk-ins across centres.
● Welcome clients warmly and create a premium, empathetic, and reassuring first impression.
● Understand client needs and guide them to the appropriate services, therapist, or centre.
● Build trust with prospective and existing clients through proactive and timely communication.
Conversion & Retention:
● Resolve client concerns or escalate issues promptly when needed.
● Follow up consistently with all new enquiries to maximise appointment conversions.
● Re-engage dropped leads, inactive clients, and pending enquiries.
● Encourage continuity of care, package renewals, repeat sessions, and long-term engagement.
● Track reasons for drop-offs and recommend improvements to improve conversions.
Scheduling & Therapist Coordination
● Manage therapist calendars across centres for optimal utilisation.
● Book, confirm, reschedule, and coordinate appointments smoothly.
● Ensure minimal scheduling conflicts, no-shows, and downtime.
● Coordinate with therapists regarding client preferences, changes, and updates.
Data Management & Reporting:
● Maintain accurate records of enquiries, conversions, appointments, cancellations,
no-shows, and retention metrics.
● Ensure CRM / Excel / internal systems are updated daily.
● Generate weekly and monthly reports on leads, conversion rates, client retention, and scheduling efficiency.
● Identify trends and suggest improvements through data insights.
Cross-Centre Operational Coordination:
● Coordinate centrally with Vasant Kunj, Gurgaon, hospital centres, and online teams.
● Support consistency in client communication and service standards across all locations.
● Work with operations and leadership on process improvements.
Qualifications & Skills:
● Graduate required; MBA preferred.
● 3+ years of experience in client servicing, admissions, front office, sales coordination,
healthcare, wellness, or hospitality.
● Strong communication skills in English and Hindi.
● Excellent people skills with empathy and professionalism.
● Highly organised with strong follow-up discipline.
● Comfortable using Excel, Google Sheets, CRM tools, WhatsApp Business, scheduling systems.
● Data-driven mindset with ownership mentality.
Why Join Us?
● Be part of a mission-driven, fast-growing mental health organisation.
● Directly influence revenue growth through conversions and retention.
● Work closely with founders and leadership.
● Strong growth pathway into operations / business leadership roles.
● Meaningful work transforming lives through care.
Timings:
6 day working Monday- Saturday, 10am to 6pm
Application Process
Please send your CV to
hr@embracelives.com
and cc: info@embracelives.com with subject line: Application for Client Retention Manager.
To know more: www.embracelives.com
