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- Full-time
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Fraser Valley Cataract and Laser

Head, Growth and Engagement

Surrey, BC, V3S 5K7, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 3, 2026

Original job description

Head, Growth and Engagement

JOB DESCRIPTION | FRASER VALLEY CATARACT AND LASER

Position Overview

The Head, Growth and Engagement is a strategic leadership role responsible for driving organizational growth, enhancing the patient experience, strengthening external referral relationships, and fostering an engaged, high-performing workplace.

The role provides leadership across five key areas: Marketing, Business Development, Patient Experience, Physician Relations, and People & Culture. Working closely with organizational leadership, the position translates strategic priorities into measurable initiatives that support sustainable growth and organizational success.

Key Responsibilities

Marketing Strategy & Execution

Develop and oversee the organization's marketing strategy, annual plans, budgets, and campaigns.
Strengthen brand awareness, generate qualified patient leads, and support private-pay revenue growth.
Manage external marketing partners and oversee advertising, digital marketing, social media, and communications initiatives.
Monitor marketing performance, budgets, and return on investment to identify opportunities for improvement.

Business Development & Patient Conversion

Lead and oversee the Counseling team, establishing clear expectations, performance standards, and accountability.
Develop strategies to improve patient conversion, private-pay revenue, and the overall patient journey.
Monitor conversion performance by service line and counselor, identifying opportunities and implementing improvement plans.
Provide ongoing coaching, training, and resources to strengthen team performance and patient-centered decision-making.

Patient Experience

Establish and maintain consistent patient experience and customer service standards across all locations.
Identify opportunities to improve the patient journey, communication, service quality, and clinic environments.
Oversee patient feedback, reviews, reputation management, and service recovery initiatives.
Work with clinic leadership to address recurring concerns and continuously improve patient satisfaction.

Physician Relations & Referral Development

Develop and execute strategies to strengthen relationships with optometrists, physicians, and external referral partners.
Increase awareness of FVCL services, referral pathways, and professional capabilities.
Coordinate practice visits, educational initiatives, conferences, and other relationship-building activities.
Monitor referral activity, gather partner feedback, and identify opportunities to increase referral volumes and strengthen relationships.

People, Culture & Engagement

Lead initiatives that strengthen employee engagement, organizational culture, communication, and retention.
Oversee recruitment, onboarding, employee development, and performance management processes.
Support managers with leadership development, coaching, employee relations, and performance matters.
Develop and maintain employee engagement initiatives, feedback mechanisms, recognition programs, and people-related policies and processes.
Promote a culture of accountability, collaboration, professionalism, and continuous improvement.

Leadership Expectations

Translate organizational priorities into actionable plans and measurable results.
Lead proactively, take ownership, and drive initiatives through to completion.
Use performance metrics, employee feedback, and business data to guide decisions.
Build strong relationships across clinical, operational, administrative, and external teams.
Demonstrate sound judgment, professionalism, discretion, and confidentiality.
Balance business growth with a commitment to patient experience and employee engagement.
Foster accountability while maintaining a supportive and collaborative workplace.

Key Performance Indicators (KPIs)

Performance will be evaluated against established annual targets and organizational priorities.

Area

Key Measures

Marketing

Qualified leads, campaign performance, marketing ROI, lead conversion, and non-MSP revenue growth.

Business Development

Private-pay conversion rates, treatment volumes, revenue targets, and Counseling team performance.

Patient Experience

Patient satisfaction, online reviews, complaint resolution, and service improvement initiatives.

Physician Relations

External referral growth, partner engagement, practice visits, and professional outreach activities.

People & Culture

Employee engagement, retention, recruitment, onboarding, performance reviews, and employee development.

Ideal Candidate Profile

The successful candidate will be a strategic, results-oriented leader with strong experience in marketing, business development, relationship management, and people leadership.

They will demonstrate:

Strong strategic planning, execution, and organizational skills.
Experience leading teams, developing people, and managing performance.
Marketing and business development expertise.
Strong relationship-building and communication skills.
A commitment to patient experience and employee engagement.
Comfort working with KPIs, financial targets, and performance data.
Sound judgment, discretion, accountability, and the ability to manage competing priorities.

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More about this job

Responsibilities

The Head of Growth and Engagement is responsible for driving organizational growth through strategic marketing, business development, and physician relations. They also oversee patient experience standards and lead internal people and culture initiatives to foster a high-performing workplace.

Requirements

The ideal candidate is a strategic, results-oriented leader with proven experience in marketing, business development, and people management. They must possess strong communication skills, the ability to manage performance metrics, and a commitment to enhancing both patient and employee engagement.

Skills

Strategic Planning
Marketing Strategy
Business Development
Patient Experience
Physician Relations
Team Leadership
Performance Management
Relationship Building
Data Analysis
Communication
Budget Management
Recruitment
Employee Engagement
Coaching
Project Management
Accountability

Visa sponsorship

Not detected in the job text

Keywords

Marketing Strategy
Business Development
Patient Experience
Physician Relations
Strategic Leadership
Performance Metrics
Employee Engagement
Brand Awareness
Lead Generation
Revenue Growth
Counseling Team Management
Reputation Management
Referral Development
Recruitment
Onboarding
Performance Management
Organizational Culture
Digital Marketing
Social Media
Budgeting
ROI Analysis
Practice Visits
Professional Outreach
Service Recovery
Accountability
Collaboration
Professionalism
Data-driven Decision Making
Clinic Operations
Patient Journey

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