Patient Experience and CRM Manager

About Nightingale Hospital Nightingale Hospital is the only private mental health hospital in Central London, with over 30 years of experience delivering specialised, evidence-based treatments in outpatient, day patient, and inpatient settings. Our dedicated team of specialists is committed to diagnosing and treating a wide range of mental health conditions, including eating disorders and addictions. Conveniently located, we are a two-minute walk from Marylebone mainline and Underground stations, and within a ten-minute walk of Baker Street and Edgware Road stations. We are owned by the international medical group Emeis, delivering a full spectrum of psychiatric care, and high-quality care home and rehabilitation services globally. About the Role Are you a strategic thinker with a passion for people, systems, and data? Nightingale Hospital has an exciting opportunity for a Patient Experience & CRM Manager to join our Marketing and Patient Services teams. This cross-functional role plays a vital part in ensuring that our systems and processes work seamlessly to deliver an exceptional experience for every individual who contacts us. You will take full ownership of our CRM system (Zoho), ensuring it is embedded, optimised, and used to its full potential to drive engagement, support decision-making, and enhance patient journeys. As the first point of contact for new patient enquiries, you'll manage the initial triage process with empathy and professionalism, guiding individuals through their first steps toward recovery. You'll work closely with colleagues across the Marketing, Patient Services, and Clinical teams to streamline internal workflows and improve the overall patient experience. Duties and Responsibilities Lead the strategic development and daily management of the hospitals CRM system, aligning it with marketing and patient services goals Ensure data integrity, accuracy, and compliance with GDPR regulations Build and maintain CRM workflows, automation, and segmentation to enhance operational efficiency and patient engagement Collaborate with Marketing to support targeted campaigns, lead tracking, and campaign reporting Work with Patient Services to integrate and automate enquiry and admissions processes Deliver training, documentation, and ongoing support for staff using the CRM system Monitor usage and identify opportunities for improvement and innovation Produce regular reports and dashboards to provide insights into enquiries, conversions, and patient journeys Act as the first point of contact for all new patient enquiries, handling each with care, empathy, and professionalism Conduct initial triage of enquiries and direct them to the appropriate pathway Serve as a key link between Marketing and Patient Services teams, ensuring seamless coordination Attend cross-functional meetings to share insights and propose enhancements Contribute to strategic planning around patient acquisition, retention, and satisfaction Continuously identify opportunities to improve patient enquiry experiences through data and technology Who Were Looking For Essential: Proven experience managing and optimising CRM systems (e.g. Zoho, HubSpot, Salesforce), including automation, reporting, and training Strong organisational and data management skills Experience with dashboards and reporting to support decision-making Excellent verbal and written communication skills Ability to handle sensitive data with empathy, discretion, and professionalism Proactive, self-motivated, and solutions-focused Desirable: Experience working in healthcare or mental health settings, especially patient-facing roles Familiarity with marketing automation tools and lead nurturing strategies Experience delivering system training or onboarding to teams Company Benefits Competitive salary Negotiable relocation allowance 25 days annual leave pro-rata (increasing up to 30 with long service), plus bank holidays £4,000 per annum London Allowance added to all permanent posts (pro-rata for part-time roles) Employee Referral Program Generous pension scheme and eligibility for company group pension Interest-free season ticket loan for travel support Discretionary annual bonus and salary review Enhanced Maternity/Paternity Pay Enhanced company sick pay Life Assurance (Death in Service) Access to free eyecare and contribution towards DSE glasses Professional membership fees contribution Opportunities for continued professional development (CPD) Heavily subsidised staff meals with freshly sourced ingredients *Subject to T&Cs