Head of Customer Acquisition & Experience

Duties and Responsibilities

The Mission
You will be responsible for two critical pillars:
1. Accelerate Sales: Drive patient volume through aggressive, smart, and ethical acquisition strategies.
2. Transform Experience: Build a retention engine that turns new patients into lifelong advocates.

Key Responsibilities
The Growth Engine (Acquisition & Sales):
· Transform the Programme: Audit, design, and execute a modern client acquisition strategy across digital, community, and referral channels.
· Accelerate Volume: Meet and exceed monthly revenue and patient acquisition targets. You are hands-on in the trenches, not just watching from the sidelines.
· Pipeline Management: Build a robust sales funnel that converts leads into bookings at a high velocity.
· Market Dominance: Position Sunningdale Medical Centre as the premier choice in the region.

The Experience Pillar (Retention & Brand):
· Own the Journey: Map and optimize every touchpoint of the patient life cycle (onboarding, wait times, follow-ups, billing, etc).
· Elevate Standards: Implement a culture of service excellence that mirrors a 5-star hospitality experience.
· Feedback Loops: Use data and patient feedback to constantly iterate and improve our service delivery.

Who You Are (The Ideal Candidate)
· You have a "Hunter" Instinct: You are not afraid to pick up the phone, knock on any door, close a deal, or try a new marketing tactic. You are hungry for success.
· You are a "High-Ownership" Operator: You don't make excuses. If the numbers are down, you find a way to bring them up. You treat this business as if it were your own.
· You are Data-Driven: You don't guess; you test, measure, and scale.
· You are a "People Person": You understand that in healthcare, empathy is as important as efficiency. You can train staff to be both warm and fast.
· You are Resilient: You thrive in a fast-paced environment and can handle the pressure of aggressive growth targets.