Guest Journey Coordinator

About the job

Company Description

Join Nescens, the Swiss brand expert in longevity.

Nescens is a Swiss reference institution in the fields of preventive medicine and longevity. It brings together two complementary universes: a scientific skincare line, our cosmeceuticals, distributed through a network of selective points of sale and online, and diagnostic and longevity assessment programmes delivered in clinics and in partner hotel establishments of reference.

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 a dynamic, stimulating environment focused on innovation, 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 programmes: multiplication of programmes (Essential Reset and following), increase in volume of high-end international clientele, and progressive deployment on new sites. It meets the need for an additional lead dedicated to the customer experience, capable of ensuring the coherence and quality of the journey as the offer expands, and supporting the Innovation Program Manager in the field deployment of each new programme.

Role

The Guest Journey Coordinator is the lead of the customer experience on Nescens programmes: they manage the customer journey from start to finish, coordinate all stakeholders, and embody the brand's premium promise. The position includes some simple technical tasks, performed under medical delegation. They also bring their field expertise to the Program Manager in the development of new programmes, and act as training referent for the teams.

1. LEAD & MANAGEMENT OF THE CUSTOMER JOURNEY

- Be the single point of contact for the customer before, during and after the programme, to ensure continuous, individualised support and a premium experience.

- Manage the daily progress of the programme: pace, transitions between stakeholders, real-time adjustments according to customer expectations.

- Uphold the customer relationship as a brand ambassador of Nescens, as well as a host role: anticipate needs, personalise the experience, handle unforeseen events smoothly.

- Continuously collect customer feedback and escalate it to support the improvement of the experience and programmes.

2. COORDINATION

- Ensure the organisation and follow-up of the personalised customer journey, coordinating care and harmonising schedules according to needs and objectives.

- Coordinate independent practitioners (wellness practitioners, therapists, nutritionists...) and doctors: planning, monitoring agreements and smooth delivery of services.

- Interface with hotel and spa teams to ensure the smooth logistical execution of stays.

- Manage administrative tasks and the customer file, from its creation to follow-up, including traceability and billing.

3. TECHNICAL TASKS

Simple acts, performed under medical delegation, supporting the journey.

- Perform common technical tasks of the programme (blood sampling, vital signs measurement, assistance with procedures), under delegation and protocols of the responsible doctor.

- Ensure the safety and comfort of the customer during integrative medicine therapies.

- Alert the referring doctor if programme adaptation is needed according to the health profile or contraindications of the customer.

4. CONTRIBUTION TO PROGRAMME DEVELOPMENT

Supporting the Program Manager, who leads the design and deployment of new programmes.

- Provide the necessary field expertise for feasibility studies of new programmes, services and treatments led by the Program Manager and the Nescens Medical-Scientific Committee.

- Contribute to structuring the customer journey and associated protocols, in liaison with referring doctors.

- Participate in the operational implementation of new programmes until their launch: schedules, resources, stakeholders, marketing and communication briefing.

- Report customer and field feedback after launch to support adjustments.

5. AMBASSADOR

- Disseminate knowledge of the programmes to all relevant teams.

- Design and deliver internal training on Nescens programmes for teams (reception, spa, hospitality, international coordination, medical network).

- Ensure training materials are updated with each programme evolution or launch.

- Act as internal referent on the content and operational progress of the programmes.

Qualifications

PROFILE SOUGHT

- Medical assistant (CFC) or registered nurse, current registration; technical tasks are performed under medical delegation.

- Experience in customer or patient journey coordination, or in a high-end medical-hotel environment appreciated.

- Sense of welcome and hospitality, interpersonal ease, natural presence with demanding clientele.

- Organisational skills, autonomy and ability to manage several projects simultaneously.

- Proficiency with management tools (customer file, scheduling); French and English required, another language is an asset.

Additional Information

Conditions

• Contract type: Permanent

• Work 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-scale team

• A stimulating environment

• The opportunity to contribute to the reliability and structuring of operations of a Swiss reference brand