Digital Communications and Client Relations Specialist

At Womens Health Zone we provide Reproductive Healthcare Services, and we support and promote the ‘Right to Choose’ for women.

We have 7 centres across South Africa and offer tele-consult services.

Our brands are AFROPHARMA and Marie Stopes.

ABOUT YOU

The successful incumbent must have a track record of working in the healthcare sector, knowledge of women’s reproductive health and a comprehensive understanding of the medical aid schemes environment

THE ROLE

Reporting to the Chief Operating Officer this role entails acting as the responsible gatekeeper for all external digital communication channels, ensuring brand integrity, strict governance and seamless message control. Directly responsible for managing high-stakes client communication, particularly regarding sensitive matters, service failures, client complaints and formal enquiries. Responding with a firm, empathetic, and professional tone to ensure every issue raised is tracked, resolved and appropriately documented.

Core responsibilities

Digital Channel Gatekeeping & Oversight

• Digital Channel Governance: Monitor and maintain complete control over all organization-wide digital communication channels (including social media, live chat, client portals, email desks, and review platforms).
• Quality Assurance: Ensure all outbound digital messaging adheres strictly to legal, regulatory, compliance, and corporate tone-of-voice standards.
• Access & Protocol Control: Maintain standard operating procedures (SOPs) for who can post, message, or respond across digital platforms, serving as the final approval checkpoint for public or sensitive communications.

Service Failure and Incident Communication

• Issue Resolution: Act as the primary point of contact for clients raising concerns, complaints, or reports of service disruptions.
• Tone Management: De-escalate high-tension client situations by balancing deep empathy and understanding with absolute professional firmness and clarity.
• Zero unanswered mandate: Enforce a strict standard ensuring no inquiry, comment, or complaint goes unaddressed; maintain an end-to-end audit trail until every case reaches full resolution.
• Cross Department collaboration: Liaise directly with technical, operations, and legal teams to gather accurate facts and craft clear, honest updates during outages or operational breakdowns.

Reporting and Continuous Improvement

• Trend Analysis: Track recurring client friction points, sentiment metrics, and response times to identify root causes of service failures.
• Process Enhancement: Provide regular feedback to leadership to refine operational workflows, client onboarding, and digital engagement strategies based on real-time client feedback.

KEY SKILLS AND ATTRIBUTES

• Experience: 3-5 years’ in corporate communications. Digital community management, client escalation management/executive customer experience preferably within a professional services environment.
• Communication Mastery: Exceptional written communication skills with the ability to convey complex skills, sensitive information clearly, empathetically and authoritatively.
• Emotional Intelligence: Strong conflict resolution skills with the psychological resilience to remain calm and objective during client crises or negative feedback loops.
• Detail Orientation: Rigorous organizational skills to manage multiple open channels and support tickets simultaneously without letting details fall through the cracks.
• Platform Profiency: Deep familiarity with enterprise communication platforms, CRM systems (e.g., Salesforce, Zendesk, HubSpot), and social media management tools (e.g., Hootsuite, Sprout Social).

If you are interested in applying for this position, please submit an updated copy of your CV along with a cover letter to civannah-lee.anther@mariestopes.org.za

Your application will NOT BE CONSIDERED without a Cover letter

Pay: R5 758,87 - R44 472,36 per month

Work Location: In person