Patient Acquisition Team Lead

Overview

Why Join us?

• Be part of launching a first-of-its-kind premium fertility clinic in Saudi Arabia
• Play a pivotal role in shaping and scaling a high-performing patient acquisition function
• Work within a model that combines clinical excellence with a luxury, patient-first experience
• Join an ambitious, well-backed organisation with significant growth plans

1. Team Leadership & Performance Management

• Line manage and develop the Patient Acquisition Team
• Enforce clear targets, monitor performance, and drive accountability
• Run regular call reviews and 1:1s to improve conversion quality
• Build a high-performance, patient-first team culture

2. Conversion & Sales Optimisation

• Own conversion rates from enquiry → consultation → investigations → treatment
• Identify drop-off points in the pipeline and implement improvements
• Define and embed standardised, best-practice sales behaviours
• Drive telehealth conversion by ensuring the team deliver high-quality virtual consultations, applying effective remote sales techniques, and ensuring strong progression of patient enquiries through the pipeline
• Ensure professional handling of pricing, objections, and urgency

3. Patient Experience (non-clinical)

• Ensure a consistently high-touch, premium first experience
• Proactively guide patients, anticipating needs and reducing uncertainty
• Oversee seamless nurturing across all channels
• Ensure communication is personalised, culturally attuned, and discreet

4. CRM & Pipeline Management

• Ensure accurate, consistent, and disciplined use of CRM (e.g. Hubspot)
• Track and manage pipeline health across all acquisition stages
• Improve lead qualification and prioritisation processes
• Maintain high data quality for reporting and forecasting

5. Cross-Functional Collaboration

• Work closely with marketing on lead quality and campaign performance
• Partner with Concierge and Patient Coordinators to facilitate seamless handovers
• Feedback patient insights to improve overall patient journey design

6. Reporting & Continuous Improvement

• Report on performance, trends, and opportunities to SLT
• Analyse data to inform strategy and improve ROI on acquisition
• Test and implement new approaches to increase conversion
• How you’ll be measured
• Driving conversion performance from enquiry through to paid consultations, investigations, and treatments
• Building and maintaining a healthy, predictable, and well-managed team pipeline
• Ensuring consistently high standards of timely, high-quality communication across all patient touchpoints
• Embedding a high-touch, premium, and trust-building patient experience across the team
• Coaching and developing the team to deliver consistent, high performance and accountability
• Maintaining strong CRM discipline, process adherence, and scalable operational standards across the function
• Identifying and resolving pipeline drop-offs through continuous optimisation of the acquisition journey
• Establishing clear performance visibility through accurate reporting, forecasting, and insight-led decision making

Skills & Experienceessential

• 5+ years experience in patient acquisition, sales, or customer-facing commercial roles within healthcare, luxury, or premium service environments, including at least 2 years leading high-performing teams in a target-driven environment
• Experience delivering patient or customer interactions via telehealth, virtual consultations, or remote engagement platforms
• Proven ability to coach and develop teams to deliver consistent, high-quality performance
• Highly data-driven, with the ability to translate insight into clear actions and measurable improvements
• Exceptional communication skills, combining empathy, discretion, and commercial confidence
• Strong experience with CRM systems (e.g. HubSpot) and pipeline management
• Comfortable operating in a fast-paced, performance-driven environment with high standards of accountability
• Familiarity with the Saudi healthcare landscape and patient expectations
• Fluent in Arabic and English

Desirable

• Experience in fertility environment
• Experience in luxury, hospitality, or concierge-style service models
• Experience working with international patients or medical tourism pathways
• Experience using WhatsApp or similar platforms to engage, nurture, and convert patient or customer enquiries