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.