JOB SUMMARY
Reporting to the CEO, this is a strategic and operational leadership role focused on developing, building and aligning all the company’s customer experience operations – Sidra Medicine, Zulal Wellness Resort, and the Private Members Club at the Mshereib Townhouses – with a branded service excellence culture. The post holder is responsible for the development, continuous improvement and delivery of luxury customer service initiatives and training to support business objectives. S/he truly differentiates the company from its competition and positively impact the experiences of all the business stakeholders (patients and their families, physicians, and colleagues).
KEY ROLE ACCOUNTABILITIES
- Initiates an initial in-depth service culture assessment as a starting point to identify needs.
- Develops a rolling customer experience strategic business plan for Sidra to define and communicate the culture of service excellence for patients, their families, and other customers.
- Builds a cohesive and effective customer experience team to deliver the strategic plan.
- Raises the level of the standard patient pathway to include luxury hospitality.
- Creates an ultra-luxury VIP pathway.
- Establishes protocols for receiving and welcoming royal families, embassy representatives and government officials.
- Defines the expectations and needs for international patients. Works alongside the Executive Director – Commercial Development on initiatives to attract these patients.
- Oversees the development of detailed service standards for each of the above patient journeys and the implementation process.
- Develops a world class medical concierge service.
- Explores and supports all initiatives relating to medical tourism.
- Works with relevant leaders to enhance the internal service culture that supports the delivery of excellent service for customers.
- Builds the confidence of colleagues to deliver service excellence in face-to-face interactions.
- Across teams, supports the assistant director in developing key soft skills that impact the delivery of seamless customer experiences – communication, teamwork, problem solving and adaptability.
- Initiate continuous improvement processes to embed the culture of service excellence.
- Works with the relevant leader to establish measures to evaluate service excellence delivery
Zulal Wellness Resort
- Initiates an initial in-depth service culture assessment as a starting point to identify needs.
- Works with relevant leaders to plan and create an exclusive experience for customers.
Private Members Club at the Mshereib Townhouses
- Works with relevant leaders to plan and create an exclusive private member experience for VIPs.
QUALIFICATION & EXPERIENCE
Education
Bachelor’s Degree in hospitality or other related fields
Experience
10+ years of progressive management experience in premium service / hospitality roles
Sidra Medicine a healthy population is essential to a strong, prosperous society, and throughout 2020, Sidra continued to provide uninterrupted comprehensive specialist healthcare services for children and young people; and exceptional maternity, gynecology, and reproductive medical services for women, previously unavailable in Qatar and the region.” – H.H Sheikha Moza bint Nasser, Chairperson of Qatar Foundation
Sidra Medicine represents the vision of Her Highness Sheikha Moza bint Nasser who serves as its Chairperson. This high-tech facility is home to world-class patient care, scientific expertise, and educational resources.
