Senior Manager of Customer Experience & Conversion, MANUAL
+ Share option scheme
3 days a week in office (London Bridge, London)
Digital clinic for hormonal imbalance, obesity, hair loss and more.
Posted today
Digital clinic for hormonal imbalance, obesity, hair loss and more.
201-500 employees
Posted today
+ Share option scheme
3 days a week in office (London Bridge, London)
201-500 employees
Company mission
To extend the healthy years of many lives focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.
Role
Who you are
- 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
What the job involves
- 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
- 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. Making sure we’re effectively helping patients through their onboarding journey
- 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
- 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
Salary benchmarks
Our take
MANUAL is a digital healthcare clinic supporting patients with life-changing conditions such as hormonal imbalance, obesity, menopause and hair loss across the UK and Brazil. It does this with a blend of doctor-specialist services, prescription medication backed by science, and digital products informed by behavioural change.
Manual works to remove the stigma around health problems such as obesity, hormone imbalances and menopause through teleconsultations, testing, regular check-ins and a range of tools, supplements and medications to treat commmon issues like poor sleep, hair loss, erectile dysfunction and skin conditions. Originally focused solely on men's health, the service led a shift in attitudes among its customers, with about half the men using the service to treat more than one condition, indicating that they're not just seeking help for the worst health issue that they're experiencing. Since, then it has opened its services to all genders with a hope to sift attitudes on a wider variety of health issues.
Manual has raised an impressive amount of capital, most recently in 2024. This funding is being used to expand its reach and enhance its services, particularly focussing on treatments for hormonal imbalance, obesity, and hair loss.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"Over my last year at Manual, I've worked on many products to help improve the men's health space. The projects I've worked on here have been some..."
Funding (last 2 of 3 rounds)
Sep 2024
$36.9m
EARLY VC
Mar 2021
$30m
SERIES A
Total funding: $71.5m
Company benefits
- Generous stock option plan
- Office snacks, Tuesday breakfast & Thursday lunches
- One annual company off site in Europe and quarterly social events
- Fitness & wellness benefit with Wellhub
- Electric Car Scheme
- Employee Discount
- Join one of the most promising scale ups in the healthtech space at a pivotal stage
- Enhanced workplace pension contributions
- Cycle to Work Scheme
- £400 per year learning & development budget with Learnerbly
- Private medical insurance
Company values
- We embrace the journey together: We recognise that we’re better together as one inclusive team; we support and challenge each other whilst looking after our health and the people all around us. We stay positive and always take the time to celebrate our successes
- We put our patients at the heart of what we do: We care deeply about our patients, our work improves their lives. We are bringing their voice into every action we take. We're obsessed with solving their health problems. We're always looking for ways to raise the bar and go the extra mile for each and every one of them.
- We are owners: We own the decisions we make and follow through with what we say we’re going to do. We commit, and agree to disagree, so that we can get things done. We do what we say thoroughly and well, feeling proud about our work.
- We make it happen: We have life changing ambition! We thrive on our mission and the challenges it presents. We're bold on what we can achieve and make brave decisions to get there; we're go-getters, doing today not waiting for tomorrow as we strive to realise our vision.
- We improve each and every day: We’re eager to learn, we're incredibly curious, and forever seeking ways that we can continue to grow. We don't over-analyse the theory, we constantly iterate to improve. We passionately believe that daily improvements lead to more meaningful impact and results.
Company HQ
Bermondsey, London, UK
Articles
Leadership
George Pallis
(CEO)Experienced marketer. Previous Global Head of Marketing at Deliveroo and Head of Performance Marketing at TransferWise.
Diversity, Equity & Inclusion at MANUAL
- Diversity and Inclusion at MANUAL is about fairness. It's a fabulous virtuous circle and we are fusing on:
- Conversations - we are creating a common language via initiatives such as our monthly Tea & Learns, our IWD spotlight on our incredible female-identifying employees, our ongoing celebrations…
- Learning - we are offering D&I trainings catered to our needs such as unconscious bias, psychological safety, mental health support...
- Measurement - we are proud of our 93%+ favourable responses in our monthly pulse confirming that everyone feels welcomed and all voices are listenned to at MANUAL.
- Culture - we are feedback-driven culture, we are humble and love to learn from each other!
- We are committed to equal employment opportunities regardless of gender, age, disability, race, religion or belief, sexual orientation and gender reassignment, 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 potential termination.
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