Customer Experience Manager, 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
- Think big - you're inspired by frighteningly ambitious solutions to big patient problems and your team’s problems , you approach them from first principles and you have the determination to clear hurdles to get there
- Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions
- Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients and your team
- You have experience managing a customer support team in a fast-paced environment, ideally within healthtech, or a similar industry
- You’re passionate about coaching and developing people—you love seeing your team succeed
- You’re highly organised and comfortable balancing multiple priorities
- You’re comfortable using data to track performance and make informed decisions
- You have a “roll up your sleeves” attitude—if something needs fixing, you’re happy to get stuck in
- You’re excited about what we’re building at MANUAL and want to help shape the future of patient experience
What the job involves
- Your goal is to build and lead a world-class patient experience team, ensuring our patients get seamless, high-quality support throughout their journey
- This is a rare opportunity to take ownership of a growing team and shape how we support patients at MANUAL. You’ll play a key role in optimising our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer
- You’re someone who thrives in a fast-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service
- You’ll be responsible for managing a team of agents, developing processes, and driving performance—making sure we’re delivering the best possible care while also operating efficiently
- Managing a team of Patient Experience Specialists, setting clear expectations and driving performance
- Coaching and developing your team, ensuring every agent has the support and guidance to succeed
- Building a strong team culture that motivates and empowers agents to provide the best experience
- Identifying trends in patient contacts, feedback, and complaints—then leading initiatives to improve our processes
- Working closely with cross-functional teams (Product, Operations, Medical) to remove roadblocks and make it easier for patients to get the help they need
- Using data to track performance, set ambitious targets, and drive continuous improvement
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 common 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
$39.4m
EARLY VC
Mar 2021
$30m
SERIES A
Total funding: $74.4m
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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