Guest Experience Manager

International Medical Mall (IMM) is a space where world-class physicians and five-star service come together to deliver health, beauty and wellbeing for both local and international patients.
IMM is designed for patients who are looking for a different, modern and care-driven healthcare experience. Every process, every interaction is crafted to be thoughtful and human-centered.
To bring this vision to life, we`re searching for people who don`t fit the traditional mold - professionals who are curious, bold and excited to help reinvent an industry. If you thrive in environments where ideas matter, quality and care in execution are essential and innovation is the everyday language, this is exactly the kind of place we are building and we`d love to have you with us on this journey.

Join us if you`re ready to help create a medical ecosystem where medicine meets hospitality, technology meets empathy and excellence is simply the baseline.

The role: Guest Experience Manager

As a Guest Experience Manager, you will be responsible for shaping and managing the end-to-end patient journey at IMM. Reporting directly to the Guest Experience Director, you will play a key role in ensuring that every patient interaction reflects IMM`s values of care, trust and excellence.
This role sits at the intersection of service, operations and relationship management. You will work closely with medical teams, front-office staff and internal stakeholders to ensure that patient experience standards are consistently met and continuously improved.

What you`ll do:

** Manage and continuously improve the patient journey across all touchpoints;
** Ensure high-quality, consistent and empathetic communication with patients before, during and after their visits;
** Handle patient feedback, inquiries and complaints with professionalism and care, turning challenges into positive experiences;
** Build and maintain strong relationships with patients, ensuring trust, comfort and satisfaction;
** Collaborate closely with the Customer Experience Director to implement service standards and experience initiatives;
** Work with internal teams to align operational processes with patient experience goals;
** Monitor patient satisfaction metrics and identify areas for improvement;
** Train and support front-facing teams in customer service best practices and patient communication.

What we`re looking for:

** At least 2 years proven experience in patient experience, customer relations or hospitality-focused roles;
** Experience working in healthcare, hospitality or premium service environments is an advantage;
** Fluent in English;
** Strong interpersonal and communication skills, with a natural ability to build trust and raport;
** High emotional intelligence and a calm, solution-oriented approach to problem-solving;
** Strong ownership, accountability and attention to detail;
** Empathy, adaptability and a genuine passion for delivering exceptional human-centered experiences;
** Experience working in fast-growing, dynamic or startup-like environments;
** Ability to collaborate cross-functionally and influence stakeholders;
** Curiosity, adaptability and a genuine passion for building meaningful brands.

Why join IMM:

** Be part of building an international medical ecosystem from day one;
** Take ownership of a brand that combines healthcare, hospitality and innovation;
** Work in an environment where quality, trust and human experience truly matter;
** Have real impact your work will shape how IMM grows and is recognized globally;
** Collaborate with ambitious, thoughtful and values-driven people;
** Grow professionally as the organization grows.

Ready to join us?

If this role speaks to you and you`re excited about building a brand that raises the standard of healthcare, we`d love to hear from you.

Apply by sending your CV to: mirzikashvilimariam@gmail.com and indicate the position title in the subject line.