JOB OVERVIEW
Position: Client Relations Manager
Location: Addis Ababa (Head Office – AA1)
Employment Type: Full-Time, Permanent
Deadline: June 26, 2025
About International Clinical Laboratories (ICL)
International Clinical Laboratories (ICL) is one of Africa’s leading independent clinical diagnostic centers. Since opening in 2004, ICL has committed itself to improving the quality of life in Ethiopia by delivering world-class laboratory services. ICL is proud to be accredited five consecutive times by the USA-based Joint Commission International (JCI). With over 3,000 test offerings and global referral partnerships, ICL is a hub of excellence in diagnostics and client services.
Position Summary: Client Relations Manager
The Client Relations Manager will lead and manage day-to-day operations of the Client Relations Department, focusing on Innovative Partnership (IP) sites, regional clients, and Addis Ababa operations. The role includes managing referral testing services, overseeing training programs, building strategic partnerships, and ensuring exceptional service delivery to partner healthcare facilities.
Reports to: Director of Client Relations
Department: Client Relations
Required Number: One (1)
Key Responsibilities:
- Lead planning and delivery of efficient, high-quality services across IP sites and client projects.
- Evaluate and manage resources for successful project execution.
- Organize periodic review meetings with IP sites and clients.
- Maintain strong and regular communication with regional and Addis Ababa-based partners.
- Develop and implement SOPs, manuals, and process guidelines.
- Analyze client performance metrics and prepare reports.
- Participate in revenue management and financial analysis of partnership deals.
- Handle HR responsibilities such as interviewing, training, and staff performance management.
- Ensure client satisfaction and service delivery aligns with KPIs and budget.
- Conduct operational visits to sites to strengthen partnerships.
- Mentor and develop staff capacity and engagement.
- Support client service innovation and continuous improvement.
- Ensure compliance with organizational quality standards.
- Identify and resolve operational challenges.
- Actively contribute to market development and strategic partnership expansion.
Qualifications and Experience:
- Bachelor’s degree in a health-related field (preferably Medical Laboratory Science).
- 3–5 years of experience in healthcare service operations management.
- Master’s degree (MSc) in a health-related field with at least 2 years’ experience in a similar role preferred.
Key Skills and Competencies:
- Strong managerial and organizational capabilities.
- Demonstrated leadership and administrative skills.
- Strategic and critical thinking.
- Strong problem-solving abilities.
- Excellent verbal and written communication skills.
- Proficient in time management and detail orientation.
- Capacity to work under pressure and meet tight deadlines.
How to Apply
Qualified and interested applicants should submit their updated Cover Letter, CV, and supporting documents within 7 consecutive days from the date of this announcement. Applications can be submitted:
In person:
To the HR Admin Office of ICL, located at Bulgaria Mazoria, Addis Ababa.
Via Email:
Send your application to hrrecruitment@icladdis.com
Note: Please write the position title “Client Relations Manager” in the subject line of your email. Only shortlisted candidates will be contacted.
ICL is an equal opportunity employer. Female applicants are strongly encouraged to apply.
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