Head, Clinic Commercial and Operations
Job Description
We are seeking a dynamic and results-oriented leader to own commercial and operations responsibilities across a growing network of clinics that’s poised for expansion. The immediate focus of this pivotal role is to drive sales growth, optimize operational efficiency across all locations, and partner with the Patient Experience (PX) Team to elevate the end-to-end patient journey. This position requires a tactical, boots-on-the-ground leader who drives revenue growth through operational discipline, repetitive training, and rigorous execution.
This individual is to provide strategic vision and hands-on leadership to the Clinic Management (CM) Team (incl. Area Clinic Manager, Clinic Managers and broader Clinic Teams), setting the "beat" of the organization. He/she will be responsible for optimizing the performance of every staff member on the floor >> turn "good sales practices" into "daily habits" through active coaching, role-playing, and standardization.
The individual’s mandate is to lead the CM Team to bringing strategies to life, via excellent execution. Ensuring that when a new service, clinic, or partnership is launched, the CM team executes it flawlessly on time, while achieving sales goals.
Key Responsibilities
Strategic Leadership & Operational Excellence
Provide strategic leadership to the CM Team, fostering a culture of high performance, excellent execution and accountability.
Priority Setting: Lead ACM & CMs to translate high-level company goals into actionable weekly priorities and daily tasks for the Clinic Teams. Ensure resources are allocated efficiently to the highest-priority targets, enabling the team to focus on right priorities (instead of fire fighting).
Serve as a critical liaison between the clinics and the multi-functional team (MFT), providing regular, insightful updates, data-driven recommendations, and proactively identifying opportunities and challenges.
Sales Floor Management: Be on-the-ground to observe live consultations and sales interactions. Identify leakage points (where we lose the sale) and intervene with immediate coaching.
For new clinic openings and renovation projects, lead the operational side of expansion. Partner MFT to plan and execute for timely completion. Responsible for optimization of new/renovated clinics’ performance post-launch. Lead CM Team to ensure the clinic is "launch-ready" - staff are trained, SOPs are updated, equipment is ready, etc.
Strategic planning and operationalization - Based on assessment of landscape, provide recommendations for required “fixes”. E.g. Where needed, refine roles and responsibilities of the team for maximised effectiveness. Act as advisor to Management on CM Team capacity, bandwidth and capabilities.
Commercial Responsibilities
Lead the discussions on sales targets (with Finance team support) during the Sales & Operations Planning (S&OP) process. Ensure high-level financial goals are translated into clear, actionable building blocks for the CM Team.
Accountable for targets across all clinics. Responsible for the "Conversion and Retention Engine" - ensuring that leads and walk-ins are effectively converted into long-term patients.
Monitor key metrics (Conversion Rate, Average Ticket Size, Re-booking Rate), develop and implement action plans to address underperformance immediately.
Partner HQ MFT to,
Develop, propose, and collaboratively execute sales and operational strategies to achieve revenue targets, maximize patient acquisition, and enhance patient retention across all locations.
Align priorities, secure necessary support, and ensure seamless execution of initiatives that drive both top and bottom-line results.
Execute Brand Partnership initiatives excellently. Collaborate to operationalize partnerships, and when a partner sends us traffic, establish CM Team’s capabilities to handle and convert these leads.
Operational Rigor & Cost Optimization
Drive a culture of continuous improvement by identifying, prioritizing, and implementing process enhancements and best practices across all clinic operations.
Lead ACM & CMs to actively monitor and analyze key performance indicators (KPIs) related to sales, operations, patient satisfaction, and cost efficiency. And then leverage on data to develop required interventions, and make strategic decisions for course correction.
Implement robust cost management strategies and identify opportunities for operational efficiencies without compromising quality or patient experience.
SOP Enforcement: Review and strictly enforce Standard Operating Procedures (SOPs) for every touchpoint. Propose new ones if necessary and document them as playbooks for scaling.
Ensure consistent adherence to all relevant regulatory compliance standards across all clinic operations.
Exceptional Patient Experience
Champion a patient-centric culture across the organization, ensuring that all operational decisions and initiatives prioritize the needs and satisfaction of patients.
Partner PX Team (incl. Customer Service) to
Deliver consistently exceptional first-touch and ongoing patient experiences, fostering loyalty and positive word-of-mouth.
Optimize patient flow and overall processes to improve patient experience and efficiency. E.g. reduce wait times and friction.
Ensure seamless "handoff" between Customer service, front counter, physicians, consultants, therapists etc. for the best patient experience.
Develop and implement strategies to continuously improve patient feedback mechanisms and utilize insights to enhance service delivery.
Team Capability Development Training, Repetition & Habit Formation
Capability Building & Coaching: Partner internal Learning & Development resources to actively engage and train key team members (ACM & CMs) to build capabilities that can be further expanded into the broader Clinic team (“Train the Trainers).
Provide strong mentorship and guidance to the CM Team, fostering their professional growth and leadership capabilities.
Lead ACM & CMs to develop training regimen for total CM Team, to build capabilities for maximised efficiency, standardisation and sustainability, as well as personal growth.
Lead to establish within the CM Team strong sense of ownership, high standards and strong collaboration. Thereby ensuring
Seamless daily operations.
Positive patient experience across all clinic locations.
Strong partnership with the Medical Team (Physicians & Health Coaches) for maximised agility, communications and clinic performance.
Foster across the total clinic team a positive and collaborative work environment, promoting open communication, shared goals, and mutual respect.
Key Skills, Competencies Required
Strategic Planning & Commercial Acumen
Able to independently develop and execute strategic plans, prioritize effectively, and lead teams to achieve ambitious goals.
Ability in understanding financial performance metrics, driving sales growth, optimizing operational efficiency, managing P&Ls, and improving customer/patient satisfaction.
Operational Leadership Expertise & Establishing High Performing Teams
Able to operate both strategically (zooming out) and tactically (diving into execution details) as needed.
Ability to lead, manage, and inspire teams to achieve high performance.
Stakeholder Management
Proven ability to engage, influence, build strong relationships and collaborate effectively with a diverse range of stakeholders, from patients and VIPs, to external partners, vendors and suppliers, to internal MFT and, frontline staff and senior leadership.
Desired Attributes
Strategic, Hands-On & Results-Oriented: Strategic thinker, comfortable rolling up sleeves to get things done, and with a results-oriented mindset.
Leadership & High-Performer: Strong and charismatic leader, able to connect with individuals at all levels and build high-performing teams. Strong communication, presentation, and interpersonal skills.
Organized, Adaptable & Resilient: Excellent organizational and time management abilities. Agile, highly adaptable and resilient in a dynamic and growing environment.
Analytical & Problem-Solver: Strong analytical and problem-solving skills, with the ability to interpret data and translate into actionable insights.
Ownership Mentality: A strong sense of responsibility, action-oriented and possesses ability to lead the team to see tasks through to completion. High level of integrity and professionalism. Adopts a strong customer-centric approach.
Qualifications
Minimum of 6 years of experience in commercial and operations leadership roles.
Proven ability to independently develop and execute strategic plans, prioritize effectively, and lead teams to achieve ambitious goals.
Exceptional ability to operate both strategically (zooming out) and tactically (diving into execution details) as needed.
Strong preference for candidates with experience in the healthcare industry, esp. Traditional Chinese Medicine (TCM); However, relevant experience in high-touch retail or service industries with a focus on customer experience will also be considered.
Demonstrated success in driving sales growth, optimizing operational efficiency, and improving customer/patient satisfaction.
Proven ability to build strong relationships and effectively collaborate with cross-functional teams and senior leadership.
Experience in managing P&L responsibilities and a strong understanding of financial performance metrics will be a plus.
A Bachelor's degree in Business Administration, Healthcare Management, or a related field is preferred.