The Vice President of Business-to-Consumer operations (VP B2C) is part of the Executive Leadership Team, and is responsible for leading and overseeing the strategic direction and operational execution of all patient facing business units under the Montu umbrella. Representative of Montu’s core business to date, this comprises a team of 500+ people including clinic operations, pharmacy network, patient experience, marketing/communications, tech, and operations. As such, the role is pivotal in driving future growth, enhancing patient engagement, and ensuring an exceptional patient experience.
Strategic Leadership:
- Develop and implement a comprehensive B2C strategy that aligns with the company’s overall business objectives.
- Identify market opportunities and drive initiatives to capitalize on market trends and behaviours, and make calculated investments into sustained future growth.
- Collaborate and align with your business unit leaders and the wider executive team to set short-term and long-term goals, ensuring alignment across departments.
- Maintain an outcome driven “start-up” culture, by putting the right team structure in place, hiring talent that matches our current lifecycle phase and needs, and implement a rigorous prioritisation approach driven by ROI as you continue to scale the team
Growth and Brand Management:
- Oversee the development and execution of innovative campaigns and service offerings to enhance brand awareness and patient loyalty.
- Lead and optimise digital and offline marketing and communication efforts to ensure sustainable growth.
- Monitor and analyse market trends, competitor activities, and patient feedback to continuously refine differentiation strategies for the business.
- Ensure compliance with relevant regulations and industry standards to become the role model for the industry.
- Focus on partnerships and collaborations to increase the reach of the business and industry across the broader healthcare sector.
Patient Experience:
- Champion a patient-centric culture, ensuring that patient experience is at the forefront of all B2C activities and leverage tech and product teams to achieve best-in-class service to maximise retention.
- Manage and plan all relevant resources in line with business growth to ensure scalability of our operations and infrastructure.
- Oversee patient experience operations to deliver exceptional service and resolve issues efficiently.
- Utilise patient insights and feedback to enhance product offerings and service delivery.
Performance Management:
- Follow a data driven approach to set and monitor key performance indicators (KPIs) to track the effectiveness of B2C strategies and initiatives, in particular with regards to patient retention and efficiency of operations.
- Prepare and present regular reports on B2C performance to the CEO and executive team.
