Program Manager

Job Title: Program Manager

Job Location : Dubai

The Program Manager is responsible for designing, implementing, and managing the hospital’s Privilege and Patient Rewards Programs. This role ensures that VIP patients, privilege members, and loyalty program participants receive a seamless, high-quality experience aligned with the organization’s vision of patient-centered care. The manager will collaborate with cross-functional teams to enhance service delivery, drive engagement, and strengthen long-term patient loyalty.

Responsibilities:

Program Development & Management

• Design, implement, and continuously improve the Privilege / Rewards Program to enhance patient engagement and loyalty.
• Develop clear membership tiers, benefits, protocols, manuals, and service standards tailored to VIP and high-value patients.
• Monitor program performance metrics and adjust strategies to optimize patient satisfaction and retention.

Patient Experience & Engagement

• Ensure VIP and privilege members receive exceptional, personalized service across all touchpoints.
• Act as the primary point of contact for resolving privilege member concerns and escalations.
• Work closely with patient experience teams to ensure consistent service excellence.
• Establish constantly available contact centre and concierge managers.

Stakeholder Collaboration

• Partner with clinical, operations, and front-line teams to ensure seamless delivery of privilege benefits.
• Liaise with marketing and communications teams to promote program features and achievements.
• Build external partnerships (e.g., hospitality, wellness, retail) to enrich program benefits.

Data, Reporting & ROI

• Track and analyze program participation, satisfaction, and retention trends.
• Develop dashboards and reports for senior leadership on program outcomes and ROI.
• Leverage patient feedback and market insights to refine program offerings.

Training & Standards

• Develop service guidelines and train staff on handling privilege patients with empathy, discretion, and professionalism.
• Promote a culture of patient-first hospitality across the organization.

Requirements:

• Bachelor’s degree in Healthcare Management, Business Administration, Marketing, or related field
• Data-driven mindset with the ability to measure ROI and track KPIs.
• 5+ years’ experience in patient experience, customer loyalty, hospitality, or VIP client management , preferably in healthcare or luxury service industries.
• Proven ability to manage VIP clientele with professionalism, discretion, and cultural sensitivity.
• Experience in training and developing skills privilege program team.
• Strong project management and stakeholder engagement skills.