Guest Journey Coordinator

This position joins the Guest Journey Coordinator team, already composed of two people, as part of the development and expansion of Nescens programs: multiplication of programs (Essential Reset and subsequent ones), increase in volume of high-end international clientele, and progressive deployment to new sites. It meets the need for an additional lead dedicated to the customer experience, capable of guaranteeing the consistency and quality of the journey as the offering expands, and supporting the Innovation Program Manager in the field deployment of each new program. Role The Guest Journey Coordinator is the lead for the customer experience on Nescens programs: they manage the customer journey from end to end, coordinate all stakeholders, and embody the high-end promise of the brand. The position includes certain simple technical gestures, performed under medical delegation. They also bring their field expertise to the Program Manager in the development of new programs, and serve as a training referent for the teams. 1. LEAD & ANIMATION OF THE CUSTOMER JOURNEY - Be the sole interlocutor for the customer before, during, and after the program, in order to guarantee continuous, individualized support and a high-end experience. - Manage the daily flow of the program: rhythm, transitions between stakeholders, real-time adjustments according to customer expectations. - Carry the customer relationship as an ambassador of the Nescens brand, in the same way as a host role: anticipate needs, personalize the experience, manage unforeseen events smoothly. - Collect continuous customer feedback and report it to nourish the improvement of the experience and the programs. 2. COORDINATION - Ensure the organization and monitoring of the personalized customer journey, by coordinating care and harmonizing schedules according to needs and objectives. - Coordinate independent stakeholders (wellness practitioners, therapists, nutritionists...) and doctors: planning, monitoring of agreements and the proper execution of services. - Ensure the interface with hotel and spa teams for the proper logistical execution of stays. - Ensure administrative management and the customer file, from its creation to its follow-up, including traceability and invoicing. 3. TECHNICAL GESTURES Simple acts, performed under medical delegation, in support of the journey. - Perform common technical gestures of the program (blood sampling, taking vital signs, assistance with procedures), under delegation and protocols of the responsible physician. - Ensure the safety and comfort of the customer during integrative medicine therapies. - Alert the referring physician in case of a need for program adaptation according to the customer's health profile or contraindications. 4. CONTRIBUTION TO PROGRAM DEVELOPMENT In support of the Program Manager, who pilots the design and deployment of new programs. - Provide the necessary field expertise for the feasibility study of new programs, services, and treatments led by the Program Manager and the Nescens Medico-Scientific Committee. - Contribute to the structuring of the customer journey and associated protocols, in connection with the referring physicians. - Participate in the operational implementation of new programs until their launch: schedules, resources, stakeholders, marketing and communication brief. - Report customer and field feedback after launch to feed adjustments. 5. AMBASSADOR - Disseminate knowledge of the programs to all concerned teams. - Design and lead internal training on Nescens programs for teams (reception, spa, hotel, international coordination, medical network). - Ensure the update of training materials at each evolution or program launch. - Be an internal referent on the content and operational flow of the programs. SEARCHED PROFILE - Medical Assistant (CFC) or Nurse DE, up-to-date registration; technical gestures are performed under medical delegation. - Experience in customer or patient journey coordination, or in a high-end medico-hotel environment is appreciated. - Sense of welcome and hospitality, interpersonal ease, natural presence with a demanding clientele. - Sense of organization, autonomy, and ability to manage several projects in parallel. - Ease with management tools (customer file, planning); French and English are required, another language is an asset. Conditions • Contract type: CDI • Activity rate: 100% • Location: Genolier, Switzerland • Start date: as soon as possible • Environment: premium Swiss brand, culture of excellence, international team We offer • An international, human-sized team • A stimulating environment • The opportunity to contribute to the reliability and structuring of the operations of a reference Swiss brand Join Nescens, the Swiss expert brand in longevity. Nescens is a reference Swiss institution in the fields of preventive medicine and longevity. It brings together two complementary universes: a scientific skincare line, our cosmeceuticals, distributed in a network of selective points of sale and online, and diagnostic assessment and longevity programs provided in clinics and in reference partner hotel establishments. Based on the prestigious Genolier medical campus, Nescens is part of a unique ecosystem where science, medicine, and well-being meet. Joining Nescens means integrating into a dynamic, stimulating environment focused on innovation, at the heart of Swiss longevity science.