Fertifa

Client Services Representative

• Manage a portfolio of key accounts as the senior point of contact for HR Directors and Benefit Managers
• Support the commercial team through account renewal processes, identifying expansion opportunities and ensuring long-term partnership stability
• Transform engagement data into strategic narratives and present quarterly business reviews demonstrating ROI and clinical impact
• Use business intelligence from reviews to deepen client relationships
• Act as the voice of the customer internally, collaborating with Product and Clinical teams to influence the roadmap
• Oversee implementation of complex new clients and align launches with corporate culture
• Provide guidance and support to colleagues, fostering high performance and operational excellence
• Collaborate with the Head of Client Services on complex client inquiries and service challenges
• Lead client webinars and educational sessions, positioning Fertifa as a thought leader in reproductive health
• Serve as a strategic partner to mid-to-large enterprise clients and link clients with internal product and clinical teams
• Report to the Head of Client Services

Client Services Manager

Head of Department

• Oversee day-to-day operations of Fertifa’s virtual clinic
• Ensure clinical excellence, patient safety and operational efficiency across all pathways
• Lead and manage the clinical services team
• Build and scale a robust clinical system
• Define clinical boundaries, guard rails and scopes of practice
• Ensure compliance with professional and national regulatory standards
• Provide guidance on complex cases and support clinical decision-making
• Track performance and identify service-development opportunities using data
• Conduct regular 1-to-1s, appraisals and performance reviews
• Optimise internal tools including the Fertifa App and Semble
• Oversee recruitment, onboarding and induction of clinical team members
• Build strategic relationships with UK partners and diagnostic providers
• Create and deliver educational materials for employers and employees
• Collaborate with Sales, Product and Marketing to provide clinical insights and internal education
• Ensure clinical documentation is accurate, prompt and GDPR-compliant
• Monitor the regulatory environment and lead certification processes such as ISO
• Launch and manage new clinical pathways with the Medical Director
• Report to the Executive Director and work closely with the Medical Director and patient advisors

Client Services Manager

Head of Clinical Services – Maternity Cover