End-to-End Customer Journey Manager
1 week ago
The ideal candidate will be responsible for leading the end-to-end customer experience for Vytelle ADVANCE services in Australia, with seasonal support across New Zealand.
- Key Responsibilities:
- Act as the primary point of contact for all customer communications from booking through to embryo reporting and feedback.
- Ensure customers are fully informed and confident about the IVF process, timeline, and mutual expectations for successful outcomes.
- Oversee pre, during and post-OPU follow-ups including data collection, rebooking discussions, and satisfaction checks.
- Proactively gather and use customer feedback to drive improvements in experience and retention.
- Build strong, empathetic relationships based on trust, transparency, and responsiveness.
- Onboard, train and drive the Vytelle.io experience and use of RSVP tool.
- Coordinate across internal teams (Lab, Ops, Finance, Commercial) to ensure clarity, context, and alignment around each customer.
- Support Field Ops with accurate, timely information for travel, logistics, and materials planning.
- Liaise with customers to confirm matings, semen details, paperwork, and service logistics.
- Drive process discipline, using tools like HubSpot CRM and Vytelle.io for tracking leads, interactions, and service tickets.
- Ensure accurate and timely customer reports, freezing certificates, and embryo outcome communications.
- Track and report key metrics related to customer experience, satisfaction, retention, and process effectiveness.
- Own regional ticketing system working across departments to drive prevention, triage, remedy and communication.
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