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About the role
Key responsibilities & impact- Lead the delivery of personalized, high-touch client service across all programs and touchpoints at the Markham location.
- Ensure the client journey, from arrival, check-in, clinical flow and departure, is seamless, high-quality, and consistent with Medcan's brand standards while incorporating appropriate local nuance.
- Leverage client experience data (NPS, CSAT) to identify opportunities, act on feedback, and continuously raise the bar.
- Personally support client escalations as needed and provide an elevated client experience.
- Lead a cross-functional team of 20+ to ensure alignment, accountability, and consistent execution against Medcan’s standards.
- Focus on performance management, process development, and training to support strong operational performance and service delivery.
- Establish team operating rhythms including daily huddles and regular meetings to ensure coordination across functions.
- Foster a culture aligned to Medcan’s values with a strong emphasis on hospitality, collaboration, and results.
- Own the full site-level P&L, including revenue growth, cost management, and profitability.
- Develop and execute site-level business plans, in partnership with centralized sales, marketing, and product teams, to grow client acquisition, cross-sell, and increase retention.
- Optimize clinic flows and resource utilization to deliver efficient, high-quality operations.
- Present performance updates and strategic recommendations to executive leadership.
- Serve as Medcan’s representative in the Markham community.
- Build and maintain relationships with local business groups, community organizations, cultural associations, and referral networks to raise awareness and generate leads.
- Represent Medcan at local events and identify opportunities for partnerships that align with Medcan's brand and mission.
- Ensure all physical spaces meet Medcan's brand and hospitality standards. Manage facility maintenance, vendor relationships, and day-to-day operational needs.
Requirements
What you’ll need- 7-15 years experience in a senior leadership role within a multi-disciplinary clinical, healthcare, wellness, or high-end hospitality environment.
- Demonstrated experience managing site-level financial performance, including full P&L accountability in a healthcare or hospitality setting.
- Entrepreneurial leader with a willingness to roll up sleeves and get into the details.
- Proven ability to work cross-functionally and lead through influence within a matrixed organization.
- Strong client service orientation with experience leading teams in high-touch, service-focused environments.
- Strong data-driven mindset, with the ability to use operational, financial, and client experience insights to inform decisions.
- Demonstrated success in community engagement, local business development, and/or brand ambassadorship.
- Executive presence, with the ability to manage client escalations and represent site performance to senior leadership.
- Fluency in Mandarin and/or Cantonese is an asset.
- Bachelor’s degree required; MBA or other relevant graduate degree is an asset.
Benefits
Comp & perks- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
P&L managementfinancial performance managementdata analysisclient experience metricsbusiness planningoperational performance optimizationcommunity engagementbrand ambassadorshipcross-functional team leadershipservice delivery
Soft Skills
client service orientationleadershipcollaborationcommunicationproblem-solvinginfluencehospitalityentrepreneurial mindsetstrategic thinkingrelationship building
Certifications
Bachelor’s degreeMBA