Head of Sales and Operations

Job description

Roles & Responsibilities

A dynamic and results-oriented Commercial Leader with full P&L responsibility across a growing network of clinics, poised for local expansion and regionalization.

The immediate focus of this pivotal role is to aggressively drive sales growth, optimize operational efficiency across all clinic locations, and elevate the end-to-end patient experience, including close collaboration with the customer service team.

This individual will provide strategic vision and hands-on leadership to the Area Clinic Managers, Clinic Managers and the broader clinic teams.

Proven success in this role will unlock significant growth opportunities to lead a multi-functional team and shape the future trajectory of the organization.

Key Responsibilities:

Strategic Leadership & Business Growth:

• Provide visionary leadership and strategic direction to the Area Clinic Managers, Clinic Managers and the wider clinic teams, fostering a culture of high performance and accountability.
  
  
• Develop, propose, and collaboratively execute (with team) comprehensive sales and operational strategies to achieve ambitious revenue targets, maximize patient acquisition, and enhance patient retention across all locations.
  • Identify and evaluate new opportunities for growth, service diversification, and strategic partnerships to expand the organization's reach and impact.
    
    
• Serve as a critical liaison between the clinics and the multi-functional teams, providing regular, insightful updates, data-driven recommendations, and proactively identifying opportunities and challenges.
  • Collaborate effectively with multi-functional teams, including retail, to align priorities, secure necessary support, and ensure seamless execution of initiatives that drive both top and bottom-line results.
    
    
• Lead and oversee the successful planning, execution, and post-launch optimization of new clinic openings and renovation projects, ensuring on-time and on-budget completion.
  
  

Operational Excellence & Cost Optimization:

• Drive a culture of continuous improvement by identifying, prioritizing, and implementing process enhancements and best practices across all clinic operations.
  
  
• Proactively propose, monitor and analyze key performance indicators (KPIs) related to sales, operations, patient satisfaction, and cost efficiency, leveraging data to inform strategic decision-making and course correction.
  
  
• Implement robust cost management strategies and identify opportunities for operational efficiencies without compromising quality or patient experience.
  
  
• Ensure consistent adherence to all relevant regulatory compliance standards across all clinic operations.
  
  

Exceptional Patient Experience:

• Oversee and empower the customer service team to deliver consistently exceptional first-touch and ongoing patient experiences, fostering loyalty and positive word-of-mouth.
  
  
• Champion a patient-centric culture across the organization, ensuring that all operational decisions and initiatives prioritize the needs and satisfaction of patients.
  
  
• Develop and implement strategies to continuously improve patient feedback mechanisms and utilize insights to enhance service delivery.
  
  

Team Leadership & Development:

• Provide strong mentorship and guidance to the whole Sales and Operations organization, fostering their professional growth and leadership capabilities.
  
  
• Work collaboratively with clinic teams to ensure seamless daily operations, leveraging the dotted-line reporting structure of physicians to enhance agility and communication.
  
  
• Foster a positive and collaborative work environment across all clinic teams, promoting open communication, shared goals, and mutual respect.
  
  

Strategy and Planning:

• Lead and contribute to special projects as assigned by the Chief Executive, demonstrating adaptability and a proactive approach to organizational needs.
  
  
• Play a key role in the development and execution of the overall organizational strategy, providing operational insights and perspectives.
  
  

Qualifications:

• Minimum of 10 years of progressive experience in sales and operations leadership roles, demonstrating increasing levels of responsibility and impact.
  
  
• 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 Traditional Chinese Medicine (TCM) clinics; 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
• Experience with new clinic openings or expansions is highly desirable.
  
  
• A Bachelor's degree in Business Administration, Healthcare Management, or a related field is preferred.
  
  

Desired Skills & Attributes:

• Strategic thinker with a results-oriented mindset.
  
  
• Strong leadership and team-building skills.
  
  
• Excellent organizational and time management abilities.
  
  
• Highly adaptable and resilient in a dynamic and growing environment.
  
  
• Excellent analytical and problem-solving skills, with the ability to interpret data and translate it into actionable insights.
  
  
• Strong communication, presentation, and interpersonal skills.
  
  
• Adopts a strong customer-centric approach.
  
  
• Proactive and solutions-oriented.
  
  
• High level of integrity and professionalism.
  
  

Job Highlights:

1. Annual Leave - 18 days onwards
2. Birthday Leave - We believe employee should take a day off to celebrate their birthday with their loved ones
3. FREE TCM services and Tech-enhanced therapies for our employees, and 50% discount for employees' family members
4. Great working culture - Fun and enjoyable workplace that embraces Diversity and Work-life balance/harmony

Why Should You Join Us?

GREAT CULTURE AND ATMOSPHERE:

Because you will be working along with amazing and crazy fun people.

We have cyclists, chefs, yogis, gamers, athletes, animal lovers, motivational and inspirational trainers, foodies, and many more.

GREAT SALARY PACKAGE AND BENEFITS:

Because we offer benefits which are most desired and valued by people.

We believe that the people in the team are the backbone of the company, the core of everything we do.

This is why we invest so much in our employee's welfare and future.

GROWTH AND CAREER DEVELOPMENT:

Because the sky's the limit and we firmly believe that our employees' growth, development, and well-being are the most significant factor.

We hope to grow with our employees, we want our people to shine brighter as they progress with the company.

DIVERSITY:

Because we value equity and inclusion.

We are an equal opportunity employer who makes decisions without regard to age, identity, gender, race, colour, ethnicity, etc.

We encourage our employees to be their true selves at work.

This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions.

e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions.

e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives.

By applying for this role, you consent to ORG's PDPA and e2i's PDPA.

Tell employers what skills you have
Strategic Planning
Leadership
Operational Excellence
Regulatory Compliance
Process Improvement
Cost Management
Sales Management
Traditional Chinese Medicine
Healthcare Management
Adaptability
Sales Operations
Team Leadership
Selling Skills
Customer Satisfaction
Strategic Partnerships
Service Delivery
Data Strategy

Required Skill Profession

Other General