Stance Health

Job Title - Customer Acquisition and Experience Lead

Experience: 2–5 Years (relevant experience) 

Location: Bengaluru, India (On-Site)

Employment Type: Full-Time (6-days Work Week)

Compensation: ₹5–8 LPA (CTC)

About Stance Health

Stance Health is an evidence-backed physiotherapy and performance healthcare company focused on injury prevention, pain management, movement optimisation, rehabilitation and performance enhancement. Through technology-backed assessments, evidence-based treatment protocols and long-term strength programmes, we help individuals recover better, move better and perform at their highest potential.

We operate five centres across Bengaluru — HSR, Whitefield, Indiranagar, JP Nagar and Koramangala — delivering 5,000+ sessions every month. As we expand across Bengaluru, we are building the systems, processes and customer experience capabilities needed to scale Stance into a leading high-performance healthcare brand.

About the Role

We are looking for a hands-on Customer Acquisition & Experience Lead to work closely with the founding team and own the customer journey from the first enquiry through appointment booking, centre visits, follow-ups and continued engagement. The role combines centralised calling-team management and lead conversion with customer experience, centre operations and process improvement.

You will lead the day-to-day performance of the centralised calling function, strengthen lead allocation and follow-up discipline, improve conversion, and ensure customers receive a consistent, professional experience across Stance centres. You will use CRM and calling data, customer feedback and on-ground observations to identify root causes, implement solutions and track measurable outcomes. This role requires direct ownership and execution — not just reporting, complaint handling or coordination.

Key Responsibilities

1.Customer Acquisition and Centralised Calling Ops

• Own day-to-day centralised calling operations across inbound enquiries, outbound lead calling, appointment bookings, customer follow-ups and service-related requests.
• Manage calling-team performance, including lead allocation, agent productivity, daily and weekly targets, workload distribution, shift/roster coordination and adherence to defined processes.
• Improve lead conversion through timely first contact, lead prioritisation, structured follow-up schedules, clear call outcomes and regular funnel reviews.
• Track key acquisition metrics, including first response time, contact rate, missed-call rate, follow-up adherence, appointment booking rate, lead-to-appointment conversion and no-show recovery.
• Build reliable recovery processes for missed calls, uncontacted leads, pending follow-ups, appointment cancellations, no-shows and lost or inactive leads.
• Use a CRM to assign and track every enquiry, follow-up, lead status, funnel stage and conversion outcome. Use cloud telephony, where available, to monitor call activity, missed calls and call recordings.
• Review call quality and customer conversations; coach team members on communication, objection handling, follow-up discipline and conversion effectiveness.
• Work with marketing and centre teams to improve lead handovers, lead quality feedback, appointment attendance and the transition from enquiry to centre visit.

2. Customer Experience & Journey Management

• Own and evaluate the end-to-end customer journey, from the initial enquiry and onboarding through appointment booking, centre visits, service delivery, follow-ups and continued engagement.
• Identify friction points, service gaps and recurring complaints that affect trust, conversion, satisfaction or retention; drive corrective action with clear ownership and timelines.
• Improve response times, appointment coordination, customer communication, follow-up quality and issue resolution across customer touchpoints.
• Track Customer Satisfaction (CSAT) through suitable feedback mechanisms, monitor complaints and resolution time, and address recurring causes rather than repeatedly escalating the same issues.
• Strengthen customer engagement, referral, reactivation and win-back initiatives in collaboration with relevant teams.

3.Centre Operations & Process excellence

• Visit Stance centres regularly to observe how customer-facing processes are executed and identify gaps between defined SOPs and on-ground practice.
• Monitor adherence to standards across front-desk processes, customer communication, appointment coordination, customer handovers and other relevant touchpoints.
• Work with centre, clinical, customer support and operations teams to resolve issues affecting service quality and customer experience.
• Track recurring operational issues and implement practical corrective measures; support the development and improvement of scalable processes as new centres are added.

4.Retention, Engagement & Business Operations

• Analyse missed appointments, customer drop-offs, repeat visits, retention patterns and feedback to identify opportunities for improvement.
• Work with relevant teams on follow-up mechanisms, referral programmes, customer engagement and reactivation initiatives.
• Evaluate initiatives using customer and business metrics, and make improvements based on observed outcomes.
• Contribute to sustainable revenue growth by improving lead conversion, appointment attendance, customer experience and retention.

5.Data, Team Performance & Cross Functional Execution

• Review CRM reports, calling dashboards, customer feedback and operational data to identify bottlenecks, root causes and performance gaps.
• Establish a practical daily/weekly review rhythm for calling performance, funnel movement, follow-up adherence, customer issues and agreed corrective actions.
• Conduct regular performance and call-quality reviews, provide coaching and follow through on team improvement actions.
• Prepare concise updates for the founding team covering key metrics, issues, actions taken, owners and measurable outcomes.
• Lead customer-facing initiatives and process rollouts across calling, marketing, centre and clinical teams; take problems from identification through implementation and follow-up.

What We're Looking For

• 2–5 years of relevant experience in inside sales, telesales, contact-centre/call-centre operations, customer acquisition, customer experience or service operations.
• Hands-on experience in supervising or leading an inside-sales or tele-calling team, including performance monitoring, coaching, productivity and team target achievement.
• Demonstrated ownership of lead-conversion, sales or customer-acquisition targets, with measurable outcomes.
• Practical experience managing inbound/outbound calling, lead pipelines, lead allocation, follow-up schedules, call dispositions and escalation workflows.
• Hands-on experience using a CRM to track leads, follow-ups, funnel stages and conversion outcomes; familiarity with cloud telephony is preferred.
• Understanding of acquisition and calling metrics such as first response time, contact rate, missed-call recovery, follow-up adherence, appointment conversion and agent productivity.
• Ability to use customer feedback, CRM reports and operational data to identify problems and implement measurable improvements.
• Strong communication, coaching, stakeholder-management and problem-solving skills; proficiency in Excel or Google Sheets for operational tracking and reporting.
• Comfort with regular on-ground work and travel across Bengaluru centres, managing multiple priorities and working independently in a fast-moving environment.
• Bachelor's degree in any discipline. Healthcare or physiotherapy experience is helpful but not mandatory.

Relevant Metrics & Systems Experience

• Acquisition Metrics: Hands-on experience tracking first response time, contact rate, missed-call rate, follow-up adherence, appointment booking rate, lead-to-appointment conversion, and no-show recovery.
• Customer Experience Metrics: Familiarity with tracking customer satisfaction (CSAT), complaint volume, resolution time, customer feedback, and recurring service issues.
• Calling Team Performance: Experience monitoring agent productivity, reviewing call quality, tracking target achievement, and coaching team members to improve performance.
• CRM & Calling Systems: Hands-on experience using CRM systems to manage lead ownership, follow-up history, funnel stages, and conversion reporting. Familiarity with cloud telephony tools for tracking call activity, missed calls, and recordings is an added advantage.

Who Will Succeed in this Role?

• Takes ownership of both team performance and the wider customer experience, rather than treating calling and service quality as separate problems.
• Demonstrates strong people-management skills and can lead, motivate, and develop a team while maintaining high standards of customer communication and follow-up discipline. 
• Balances conversion targets with clear, professional and trustworthy customer communication.
• Uses data and direct observation to diagnose problems, test improvements and check whether they are sustained.
• Is comfortable coaching frontline team members, visiting centres and working through issues with multiple teams.
• Can move between daily execution, root-cause problem-solving, performance reviews and process improvement.

What This Role is Not

This is not a conventional customer-support or complaint-handling role, nor is it a purely analytical, reporting or coordination position. The role requires active ownership of centralised calling performance and lead conversion, alongside improving customer experience and the consistency of customer-facing processes across centres.

Why Join Stance Health?

• Work directly with the founding team on customer acquisition, experience and business priorities.
• Help shape the centralised calling function and customer journey in a growing, multi-centre healthcare business.
• Take ownership of initiatives that influence conversion, customer satisfaction, retention and business performance.
• Build scalable operating practices as Stance continues to expand across Bengaluru.

If you enjoy building disciplined acquisition processes, coaching teams and improving real customer experiences through hands-on execution, we would like to hear from you.

Apply now and Take A Stance.