Guest Journey Coordinator

Company Description
Join Nescens, the Swiss expert brand in longevity.
Guest Journey Coordinator
Company Description
Join Nescens, the Swiss expert brand in longevity.
Nescens is a leading Swiss institution in the fields of preventive medicine and longevity. It brings together two complementary worlds: a scientific skincare line, our cosmeceuticals, distributed through 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 joining a dynamic, stimulating, and innovation-oriented environment, at the heart of Swiss longevity science.
Job Description
This position strengthens 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), increased volume of high-end international clientele, and progressive deployment to new sites. It responds to 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 brand's high-end promise. 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. CUSTOMER JOURNEY LEAD & ANIMATION

• Be the sole point of contact for the customer before, during, and after the program, in order to guarantee continuous, individualized support and a high-end experience.
• Manage the program progression on a daily basis: rhythm, transitions between stakeholders, real-time adjustments according to customer expectations.
• Carry the customer relationship as an ambassador of the Nescens brand, much like a host role: anticipate needs, personalize the experience, manage unforeseen events with fluidity.
• Continuously collect customer feedback and report it to feed the improvement of the experience and the programs.

1. COORDINATION

• Ensure the organization and follow-up of the customer's personalized journey, by coordinating care and harmonizing schedules according to needs and objectives.
• Coordinate independent stakeholders (wellness practitioners, therapists, nutritionists...) and doctors: planning, follow-up of agreements, and the smooth running of services.
• Ensure the interface with hotel and spa teams for the proper logistical execution of stays.
• Ensure administrative management and of the customer file, from its creation to its follow-up, including traceability and invoicing.

1. 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 acts), 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 to adapt the program according to the customer's health profile or contraindications.

1. CONTRIBUTION TO PROGRAM DEVELOPMENT

In support of the Program Manager, who pilots the design and deployment of new programs.

• Provide the field expertise necessary 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 doctors.
• 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

1. 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 the internal referent on the content and operational progression of the programs.

Qualifications
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 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.

Additional Information
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 operations