Mediclinic

2 days ago

Client Relations Manager (Mediclinic Welcare Hospital, Dubai, AE)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead and localize the client experience strategy across Mediclinic Welcare Hospital’s cluster, ensuring patient-facing services align with company values and service standards. Manage CX performance (including NPS, complaints, and compliments), oversee resolution of complex patient issues, and drive staff coaching through service walkthroughs and audits. Collaborate across departments and represent client experience in SLT and cross-functional committees to improve satisfaction and loyalty.

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Sales

Seniority: Manager level

Key Responsibilities

•Execute and localize the regional client experience strategy to fit cluster needs, advising the Cluster Hospital Director and SLT on service priorities.
•Monitor and manage CX performance indicators such as NPS, complaints, and compliments.
•Lead and develop the CX team, role-modeling Mediclinic Way and ensuring complaint handling, escalation adherence, and service recovery documentation.
•Coach CX and frontline staff in service behaviors and communication skills using walkthroughs, mystery shopper audits, and feedback.
•Lead local campaigns and patient journey improvements, coordinate service projects, and represent client experience in SLT and cross-functional committees.

Key Requirements

•Bachelor’s degree in healthcare management, business administration, or a relevant field.
•Minimum 5 years’ experience in healthcare operations or client experience, including 2+ years leading people in a leadership role.
•Experience leading multidisciplinary service delivery and client engagement initiatives.
•Client satisfaction platform experience (e.g., Cemplicity, Press Ganey, or others).
•Knowledge of continuous improvement methodologies (e.g., Lean, TOC, WCM, Kaizen, 5S, Value Stream Mapping, Kanban).

Experience:5+ yearsHealthcare operationsClient experienceHospitalityMulti-site operations

Education:Bachelor's in healthcare management, business administration, or relevant field

Skills:Client relationship buildingBusiness acumenCommunicationCoachingChange management

Languages:EnglishArabic

Tech Stack:CemplicityPress GaneyNet Promoter Score (NPS)LeanTOCWCMKaizen5SValue Stream MappingKanbanMystery shopperService walkthroughs

Company Brief

Mediclinic

Part of Mediclinic International, Mediclinic Middle East operates hospitals and clinics across the UAE, delivering specialist acute care, outpatient services and multi-disciplinary treatment across Dubai, Abu Dhabi, Al Ain and Al Dhafra.

Industry: Hospitals & Clinics

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Dubai, United Arab Emirates

Founded: 1983

Glassdoor: 3.9

Website LinkedIn Glassdoor

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Mediclinic

2 days ago

Client Relations Manager (Mediclinic Welcare Hospital, Dubai, AE)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Sales

Seniority: Manager level

Key Responsibilities

•Execute and localize the regional client experience strategy to fit cluster needs, advising the Cluster Hospital Director and SLT on service priorities.
•Monitor and manage CX performance indicators such as NPS, complaints, and compliments.
•Lead and develop the CX team, role-modeling Mediclinic Way and ensuring complaint handling, escalation adherence, and service recovery documentation.
•Coach CX and frontline staff in service behaviors and communication skills using walkthroughs, mystery shopper audits, and feedback.
•Lead local campaigns and patient journey improvements, coordinate service projects, and represent client experience in SLT and cross-functional committees.

Key Requirements

•Bachelor’s degree in healthcare management, business administration, or a relevant field.
•Minimum 5 years’ experience in healthcare operations or client experience, including 2+ years leading people in a leadership role.
•Experience leading multidisciplinary service delivery and client engagement initiatives.
•Client satisfaction platform experience (e.g., Cemplicity, Press Ganey, or others).
•Knowledge of continuous improvement methodologies (e.g., Lean, TOC, WCM, Kaizen, 5S, Value Stream Mapping, Kanban).

Experience:5+ yearsHealthcare operationsClient experienceHospitalityMulti-site operations

Education:Bachelor's in healthcare management, business administration, or relevant field

Skills:Client relationship buildingBusiness acumenCommunicationCoachingChange management

Languages:EnglishArabic

Tech Stack:CemplicityPress GaneyNet Promoter Score (NPS)LeanTOCWCMKaizen5SValue Stream MappingKanbanMystery shopperService walkthroughs

Company Brief

Mediclinic

Industry: Hospitals & Clinics

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Dubai, United Arab Emirates

Founded: 1983

Glassdoor: 3.9

Website LinkedIn Glassdoor