Guest Experience Lead — Luxury Aesthetic Clinic

Veblen International; London; On-site; NOK 355,000 - 457,000; Full time

Job summary

Veblen International, a luxury aesthetic and dermatology business in London, is seeking a Patient Experience Coordinator. You will deliver a seamless end-to-end client journey, act as first point of contact, and balance hospitality standards with operational excellence to reflect the brand's commitment to exceptional service and discretion.

You will support clinic operations, appointment management, retail activities and events, while ensuring outstanding client experiences at every touchpoint

Qualifications

• Experience in luxury hospitality or premium service-led environments.
• Strong customer service and client relationship management.
• Experience managing appointments, diaries and administration.
• Comfort with booking systems and digital platforms.
• Excellent organisational skills and attention to detail.
• Discretion when handling sensitive information.

Responsibilities

• Deliver a seamless client journey from initial enquiry through post-appointment follow-up.
• Manage appointment scheduling, diary coordination, waitlists and booking administration.
• Welcome and assist clients and guests with a warm, professional and personalised experience.
• Support payment processing, rebooking and general front-of-house administration.
• Maintain presentation standards across client-facing areas and assist with hospitality services.
• Assist with stock control, inventory management and related administrative processes.
• Complete compliance and operational administration in line with regulatory requirements.
• Handle confidential client information with professionalism and discretion.
• Prepare and maintain treatment rooms to support efficient clinic operations.
• Promote retail products through personalised recommendations and merchandising standards.
• Support delivery of events, guest experiences and community initiatives.

Skills

Luxury hospitality

Premium retail

Private healthcare

Aesthetics

Wellness

Client relationship management

Appointment management

Booking systems

Organisational skills

Discretion

Job description

Veblen International, a luxury aesthetic and dermatology business in London, is seeking a Patient Experience Coordinator. You will deliver a seamless end-to-end client journey, act as first point of contact, and balance hospitality standards with operational excellence to reflect the brand's commitment to exceptional service and discretion.

You will support clinic operations, appointment management, retail activities and events, while ensuring outstanding client experiences at every touchpoint