Job Title: Protocol & VIP Experience Lead
Location: Abu Dhabi, UAE
Job Type: Full-Time
Company Overview
Our purpose is to help people live healthier lives by focusing on the biological process of aging through advanced clinical care and research using precision diagnostics, lifestyle medicines, proven therapeutics to improve health span, performance and lengthen lifespan.
We are at the forefront of Healthy Longevity Medicine by combining advanced diagnostics with AI-driven risk prediction, digitally enabled clinical care with the highest quality of trained professionals in lifestyle and longevity medicine. We are at the frontier of how to keep people healthy, on the population level as well as tailored programs for individuals.
Our clinical practicealong with our research and innovation armsare shaping the future of Healthy Longevity medicine, and we invite you to apply and explore these possibilities with us.
Job Purpose
The Protocol & VIP Experience Lead will serve as the senior point of contact for VIP clients, ensuring seamless, high-quality delivery of all non-clinical services. This role oversees the end-to-end VIP experience, including coordinating complex logistics, managing protocol requirements, and guiding the team in delivering premium, personalized services. The Lead is responsible for setting service standards, maintaining strong client relationships, and ensuring that every interaction reflects the organization's values, cultural awareness, and commitment to excellence. The ideal candidate will possess superior organizational skills, strong leadership, cultural sensitivity, and the ability to operate effectively in a fast-paced, high-expectation environment.
Key Responsibilities
Client Experience Coordination:
- Serve as the primary non-clinical liaison for VIP clients, ensuring exceptional service at every touchpoint.
- Anticipate and address client needs, preferences, and feedback to deliver personalized and premium experiences.
- Coordinate all non-clinical aspects of client visits, including scheduling appointments, hospitality arrangements, and follow-up communications.
Logistics And Scheduling
- Arrange and oversee logistics such as transportation, accommodations, and special requests to ensure a smooth experience for VIP clients.
- Collaborate with clinical and administrative teams to synchronize schedules and manage client itineraries efficiently.
- Ensure timely reminders and updates are provided to clients about appointments and services.
Hospitality Services
- Organize and manage personalized hospitality services, including dietary preferences, entertainment options, and amenities tailored to client requirements.
- Ensure VIP lounges and facilities meet the highest standards of comfort and luxury.
Cultural Sensitivity And Protocols
- Demonstrate a deep understanding of cultural nuances and maintain the highest level of discretion and professionalism when interacting with clients.
- Uphold protocols for serving high-profile individuals, including members of royalty, government officials, and other distinguished guests.
Issue Resolution And Escalation
- Address client concerns promptly and effectively, ensuring resolution while maintaining client satisfaction.
- Escalate complex issues to senior management with proposed solutions for resolution.
Reporting And Feedback
- Maintain detailed records of client interactions, preferences, and feedback to ensure continuous improvement in service delivery.
- Prepare reports on client satisfaction and service metrics for management review.
Collaboration And Training
- Work closely with clinical, administrative, and operations teams to ensure an integrated and cohesive approach to VIP services.
- Train staff on best practices for VIP client interaction and service excellence.
Governance & Compliance
Compliance Responsibilities:
- Ensure that all VIP service processes comply with organizational policies and UAE regulations.
Decision-Making Authority
- Authorized to make decisions related to client service logistics and hospitality arrangements, escalating significant issues to leadership.
Competencies And Skills
Core Competencies:
- Integrity & Compassion: Uphold and promote IHLAD's core values of integrity and compassion in all business interactions, demonstrating honesty and transparency in all medical decisions.
- Ethical Decision-Making: Demonstrate integrity and discretion in handling confidential client information and decision-making.
- Communication Skills: Exhibit exceptional verbal and written communication skills, with the ability to engage effectively with high-profile clients and stakeholders.
- Client Focus: Anticipate client needs and deliver services that exceed expectations.
- Problem-Solving: Proactively resolve service issues and implement solutions that maintain client satisfaction.
- Cultural Awareness: Navigate cultural nuances and maintain professionalism when engaging with VIP clients from diverse backgrounds.
- Adaptability: Thrive in a fast-paced environment, effectively managing multiple priorities and evolving client requirements.
Technical Skills
- Proficiency in client relationship management (CRM) tools and scheduling software.
- Strong organizational and project management skills.
- Familiarity with luxury service standards and protocols.
Qualifications And Experience
Educational Background:
- Bachelor's degree in hospitality management, business administration, healthcare administration, or a related field.
Professional Experience
- Minimum of 5 years in a client-facing role, preferably in luxury hospitality, concierge services, or healthcare administration.
- Experience managing VIP or high-profile clients is highly desirable.
Working Conditions
Work Environment
- Primarily office-based, with regular engagement in client-facing roles.
Physical Requirements
- Ability to manage extended client interactions and attend to logistical needs.
Travel Requirements
- Minimal travel may be required for external client coordination or events.
