Senior Manager, Customer Experience & Conversion

As our Senior Customer Experience Manager, you will be the driving force behind delivering an exceptional, consistent experience for our patients throughout their journey—from initial interest to subscribing to our treatment. This role is crucial in ensuring that we’re delivering the best possible experience as they decide whether or not eligible patients successfully convert while maintaining a patient-first, safety-driven approach.

You will take ownership of onboarding strategy, patient conversion rates, and process efficiency. You will make sure every touchpoint is optimised to guide patients through a seamless experience. This means designing, implementing, and refining strategies that reduce drop-offs, improve engagement, and ensure operational excellence.

You’ll work closely with cross-functional teams—including, Marketing, Product, and Clinical Teams—to align all onboarding efforts with our mission of seamless, high-quality care. Leading a team of Onboarding Specialists, you’ll set clear goals, drive performance, and foster a data-driven, high-performance culture.

Additionally, you will be expected to leverage insights from patient feedback, engagement metrics, and conversion rates to identify bottlenecks and develop innovative, measurable solutions. This role requires a blend of strategic oversight and hands-on leadership—you’ll be in the trenches when needed but also setting the direction for how we scale and optimise patient onboarding in the long term.

Your leadership will be key to transforming our onboarding experience—ensuring that we don’t just guide patients efficiently, but also create a memorable, patient-first journey that differentiates us in the healthcare space.

What you’ll be doing day to day:

Strategic Leadership:

• Own the patient onboarding funnel, ensuring a seamless, high-quality experience that leads to improved conversion and retention.

• Develop and refine processes to reduce drop-off rates while maintaining a strong focus on our patient’s experience and safety.

• Implement best practices from customer success and account management to improve call handling, response times, and proactive follow-ups.

Team Leadership & Development:

• Build, lead, and mentor a team of Onboarders who guide patients through their journey.

• Develop clear performance metrics (e.g., conversion rates, patient satisfaction) and ensure the team meets ambitious targets.

• Foster a data-driven, high-performance culture, where patient needs, business goals, and team satisfaction align.

Process & Operational Excellence:

• Continuously refine onboarding workflows, leveraging automation, CRM, and patient insights to improve processes.

• Be data-driven in identifying bottlenecks and implement solutions to enhance engagement and drive conversion.

• Maintain a deep understanding of regulatory and compliance requirements to ensure all onboarding practices are aligned with healthcare standards.

You should apply if:

• Experienced in Customer Experience, Customer Success, or Account Management: You’ve worked in a conversion-focused role and understand how to drive engagement.

• You excel in managing and developing teams, with a proven track record of driving performance improvements and meeting ambitious targets.

• You are highly analytical, with a data-driven mindset that allows you to translate insights into actionable strategies.

• You’re a collaborative leader, comfortable engaging with senior stakeholders and influencing cross-functional teams.

• You’re passionate about delivering outstanding patient experiences and have a vision for transforming service delivery at a company-wide level.

BENEFITS

• Share option scheme

• Private medical insurance

• £400 annual learning & development budget with Learnerbly

• Gym & wellness benefit with Wellhub

• Hybrid role based in London Bridge 3 days a week with lunch once a week

• Cycle to work scheme

• Electric car scheme

• 25 days holidays and generous parental leave & flexible working policies

• Annual company retreat

• A fun and friendly working environment with sharp and motivated co-workers

• Join in the early stages of one of the most promising start-ups in the health & wellness space

ABOUT MANUAL

MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.

MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.

We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing.

Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond.

After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.

EQUAL EMPLOYMENT OPPORTUNITY

Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.

We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.

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