General Manager - Sales and Operations ( Clinic Chain )

Job Description

Responsibilities : Should have handled large operations at a pan India level. Proven leader with expertise in leading a large team across multi city operation. Deep understanding & hands on experience of driving marketing & sales. Knowledge of call centre operation. Working understanding of P & L & EBIDTA. Should have a growth mind set with problem solving abilities. Reporting to: - Managing Director 1. Responsible for achieving top line & bottom line (EBIDTA) numbers for the organization. 2. Develop and implement the business strategy in alignment with the overall business objectives. 3. Lead North & East / West & South Zonal Clinics across the region in achieving annual business plan. 4. Build a strong front end team and drive across organisational work culture amongst tem members. Marketing: a) Develops the marketing & brand management strategy to support top line & bottom line growth b) Work on optimizing marketing spends across digital, Print, TV & BTL delivering improve ROI. c) Identify & implement centre wise new marketing initiatives to generate new patient footfall. Call centre & CRM operations: a) Oversee smooth functioning of call centre operations. b) Monitor and drive new patient visits across North & East / West & South Zonal (approx 10+ clinics) centres. c) Work with call centre manager to improve leads to visits % conversion across all sources. d) Improve upon quality standards in terms of call handling and query resolution. e) Ensure timely patient feedback calling through CRM team. f) Monitor patient escalations & per set TAT. Centres / clinics sales & operations: a) Take charge of complete operations of all the centres under his/her Zone. b) Create a monthly travel plan for self and for regional managers for centre visits. c) Work with the team of doctors and regional managers in tracking new patient conversion at each centre and improve upon the same. d) Work with the team of doctors and regional managers to ensure patient retention and increase patient life cycle value with the organization. e) Inventory audits & management across all centres. f) Oversee centre upkeep and resolution of day-to-day issues. New centre roll out. a) Identify new markets for expansion. b) Identify location for new centre & get the project work executed as per approved designs & budgets. c) Recruit, train & induct front end staff. d) Launch new centre as per pre-defined timelines.