Partner Relationship Manager

You are the single point of contact for Frido Care's physio and doctor partners and for the patients they refer. You keep partners active and engaged, you resolve escalations from both sides, and you make sure every issue is logged, routed and closed on time.

That means owning the partner relationship from first meeting to active, repeat business, and being the person they call when something goes wrong. It also means being the person a patient reaches when an order, a return or a fitting is not going to plan.

This is one role today. Once there are roughly 30 to 40 active physios, or a steady daily flow of patient tickets, it splits into a partner-facing role and a customer-facing one. You will have shaped both.

Partner side: physios and doctors

• Onboard new partners and make sure they understand the offer, the process and the payouts
• Run regular check-ins, keep a clear view of each partner's numbers, and re-activate the dormant ones
• Handle partner escalations: payouts, tracking links and codes, product and app issues
• Send partner communications on WhatsApp: product updates, education reminders, commission notices
• Collect partner feedback and get it in front of the team that can act on it
• Track partner health and report which partners are growing, flat or at risk

Customer side: patients

• Resolve order, delivery, return and exchange issues within policy
• Answer product fit and usage questions, and loop in the physio the moment it turns clinical
• Fix discount and code problems
• Follow up after purchase, three to seven days after delivery
• Handle complaints before they become public reviews
• Support ergo assessment bookings and the questions that come with them

Escalations are tiered

• Tier 1 you resolve yourself
• Tier 2 goes to a senior: large refunds, payout disputes, a partner at risk of leaving
• Anything clinical goes straight to the physio or a senior. You do not answer it yourself

Turnaround

Acknowledge every escalation within 2 hours. Close it within 48. These are the numbers the role is judged on, so they are stated here rather than discovered in month two.

Everything is logged

Every case goes into one tracker with its source, issue type, owner and status. One tracker, not three, because the weekly report is only as good as what went into it.

A weekly report

Active partners, open escalations, resolution time and the issues that keep coming back. The last one matters most: a recurring issue is a product or process problem wearing a support ticket as a disguise.

• Strong communication, interpersonal and relationship-building skills
• Organised, and calm when two sides of a problem are both unhappy
• A healthcare or physiotherapy background helps, but it is not required
• Prior experience in partner relationship management, business development, client coordination or customer support is an added advantage
• Freshers with a willingness to learn and contribute are encouraged to apply

You have taken over 10 partners, 3 of whom have gone quiet. Write a 30-60-90 day plan: how you would learn about them, what you would say to the quiet three, which metrics you would track, and what you would do if one partner threatens to leave. Add a sample first message to a quiet partner.

The scope is wider than the time you have, so do the parts you think matter most and say what you left out. We learn more from what you choose to do first than from whether you finished.

Mandatory

• A 30-60-90 day plan
• What you would say to the three quiet partners
• The metrics you would track, and why
• What you would do if one partner threatens to leave
• A sample first message to a quiet partner
• At the top of the document, a short note on roughly how many hours you actually spent

Your choice

• Who the partners are and what kind: invent whatever details you need, and say what you assumed
• How you lay it out: a document, a table or a sheet
• Which parts you go deep on, given the scope

Not allowed

• A document we have to request access to

What you submit

One link to a document that anyone with the link can open.

Frido is an equal opportunity employer. We hire on the basis of skill, curiosity and craft, and we welcome applicants of every gender, background, religion, age and ability.