Performance and Customer Experience Manager

Work Location
Primarily Laval and Montreal, with regular travel throughout the clinic network, including Quebec City and Gatineau (vehicle required).

Compensation

• Annual Salary: $90,000 to $100,000
• Annual Bonus of up to 30%
• Total Compensation of up to $130,000 and more

Clinic Division

Join an organization that is redefining private healthcare.

The Lacroix Medical Group is one of the largest private healthcare networks in Quebec.

Thanks to sustained growth, a passionate team, and a constant drive to innovate, we offer our clients a human, accessible, and efficient healthcare experience. To continue our development, we are looking for a Performance and Customer Experience Manager who will directly contribute to the performance of our clinics and the continuous improvement of our patients' experience. If you enjoy being hands-on, motivating teams, optimizing processes, and transforming ideas into concrete results, this position is for you. Your Role Reporting to the Director of Clinics, you will be responsible for ensuring the commercial and operational performance of our entire network of clinics. You will support the administrative teams to deliver an exceptional customer experience while maximizing development opportunities and ensuring consistency of practices across all our locations. Your success will be directly measured by your Ability to improve clinic results, develop teams, and simplify the patient journey.

What you will accomplish

Develop clinic performance

• Ensure the achievement of performance objectives for the various branches.
• Develop a culture focused on results, consulting services, and excellence.
• Optimize sales opportunities and service offerings.
• Analyze performance indicators and recommend appropriate actions.
• Implement strategies that promote growth and customer loyalty.

Deliver an exceptional customer experience

• Develop and evolve service standards.
• Map and optimize the customer journey.
• Identify and eliminate Administrative and operational irritants.
• Measure customer satisfaction and implement necessary improvements.

Mobilize the teams

• Coach administrative teams in the field.
• Develop their customer service and service delivery skills.
• Identify best practices and promote their deployment throughout the network.
• Participate in employee recruitment, onboarding, and development.

Optimize our operations

• Standardize practices across different clinics.
• Conduct quality audits.
• Participate in continuous improvement projects.
• Contribute to the digital transformation of our operations.

The profile Desired

You are recognized for your leadership, business acumen, and ability to mobilize teams around common goals.

You enjoy being hands-on, analyzing performance, and quickly implementing concrete solutions.

You possess, in particular:

• University degree in administration, management, marketing, or a related field.
• Minimum of 10 years of experience in operations management, customer experience, or business development.
• Experience in multi-site management.
• Experience as a pharmaceutical representative or in a related healthcare field is an asset.
• Experience in a service company.
• Excellent analytical and continuous improvement skills (Lean Management).
• Inspiring leadership and excellent communication skills. Communication.
• Strong customer and results orientation.
• Bilingualism (French and English).
• Availability to travel regularly within our network.

Why choose the Lacroix Medical Group?

We offer you the opportunity to play a strategic role in a rapidly growing organization where your ideas will have a real impact.

You will benefit from:

• A strategic position with a direct impact on the organization's performance.
• A unique opportunity to exert significant influence on the company's direction, decisions, and practices.
• A high degree of autonomy in your role.
• A dynamic and collaborative management team.
• A stimulating environment that fosters innovation and continuous improvement.
• Large-scale projects within a network Strong growth.
• A comprehensive benefits package.
• Competitive compensation including performance-based bonuses.

Working Conditions and Benefits

By joining the Lacroix Medical Group, you will thrive in a stimulating, growing environment where employee well-being and professional development are our top priorities. We invest in our employees' development and encourage their advancement within the organization. By empowering them to grow and positively influence their environment, we are building a network of ambassadors who contribute daily to our success.

Our Benefits

• Annual gift card at Lacroix Private Medicine, providing privileged and rapid access to physicians and nurse practitioners.
• Annual health account.
• Dedicated budget for continuing education and professional development.
• Competitive vacation time, enhanced based on experience.
• RRSP/FTQ Workers' Fund with employer contribution.
• Cell phone allowance.
• Free parking.

An environment conducive to your growth

• Real opportunities for advancement and progression within the organization.
• Modern, bright work environment adapted to today's practices.
• Collaborative team that fosters the sharing of expertise and mutual support.
• Company activities and events that strengthen team spirit.
• Eco-responsible environment committed to reducing its environmental footprint.
• Unlimited coffee ☕.

And above all: a growing organization where your ideas are heard, your contribution is recognized, and your professional development is encouraged.

Want to make a real impact?

Join an organization where customer experience, performance, and innovation are at the heart of everything we do.

Advance your career with the Lacroix Medical Group.