OVERVIEW

Position

Customer Experience Manager

Job Code

TBD

Reports to

Senior Manager Medical Wellness & Hospitality

Direct Reports

Division

Health and Wellbeing

Department

Health Tourism

Role Purpose

NEOM’s unique Health Tourism offering combines clinical Centers of Excellence (COE) for hyper-personalized preventative care and specialized treatments with ultra-luxury wellness assets. To deliver this, the Health Tourism team requires professionals in three key skill areas: clinical, business, and tourism/hospitality.

The Customer Experience Manager is responsible for overseeing clinical programs and initiatives that focus on preventive health and lifestyle management. This role involves managing a team of professionals, developing and implementing evidence-based wellness programs, and ensuring that preventive medicine practices are effectively integrated into client care to improve overall health outcomes.

KEY ACCOUNTABILITIES & ACTIVITIES

Key Responsibilities

• Program Development and Management in conjunction with our Clinical Partners
  • Develop, implement, and manage clinical programs focused on preventive medicine, including lifestyle modifications related to nutrition, physical activity, stress management, sleep, and chronic disease prevention.
  • Ensure that programs are evidence-based, compliant with healthcare guidelines, and tailored to the needs of diverse patient populations.
• Scientific Oversight:
  • Supervise and support clinical and non-clinical staff, including health coaches, dietitians, and preventive medicine specialists.
  • Conduct regular performance evaluations, provide guidance, and facilitate professional development to maintain high standards of patient care.
• Client Care Coordination:
  • Oversee the assessment and creation of individualized care plans that integrate preventive strategies and lifestyle modifications.
  • Ensure seamless coordination between clients and clinical staff to optimize care delivery and achieve health goals.
• Quality Improvement and Evaluation:
  • Monitor and evaluate the effectiveness of preventive medicine programs and lifestyle interventions, using client outcomes and feedback to drive continuous improvement.
  • Implement quality improvement initiatives to enhance program delivery and client satisfaction.
• Administrative and Compliance Duties:
  • Maintain accurate and confidential records of client interactions, program progress, and clinical outcomes.
  • Prepare and present reports on program performance, client outcomes, and staff activities to senior management.
  • Ensure all clinical practices and programs comply with relevant regulations and organizational policies.
• Professional Development and Education:
  • Stay informed about the latest research, trends, and best practices in preventive medicine and lifestyle health.
  • Provide education and training for clinical staff on current preventive medicine strategies and lifestyle management techniques.
• Community and Stakeholder Engagement:
  • Collaborate with community organizations, stakeholders, and other healthcare providers to promote preventive health initiatives and increase community engagement.
  • Develop outreach programs and resources to educate the public about preventive health and wellness.

BACKGROUND, SKILLS & QUALIFICATIONS

Knowledge, Skills and Experience

• Proven experience in a clinical setting with a focus on preventive medicine, lifestyle health, or chronic disease management.

• Previous experience in a managerial or supervisory role is highly desirable.
• Skills:
• Strong clinical knowledge and understanding of preventive medicine principles and lifestyle interventions.
• Excellent leadership, management, and interpersonal skills.
• Ability to develop and implement effective preventive health programs and lifestyle management strategies.
• Proficiency in data analysis, program evaluation, and quality improvement methodologies.

Qualifications

• Bachelor’s degree in Medicine, Sports and Exercise Science, Nutrition or Dietitian Science, Nursing, Public Health, Health Promotion, or a related field. A Master’s degree or relevant advanced certification in preventive medicine or lifestyle health is preferred.
• Relevant certifications such as Board Certification in Preventive Medicine, Certified Health Coach, or similar credentials are advantageous.