People Culture Manager

Roles and responsibilities

• 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

Desired candidate profile

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
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 impacts the experiences of all the business stakeholders (patients and their families, physicians, and colleagues).