Patient Acquisition Team Lead

We are a premium IVF and fertility clinic launching in Riyadh in July 2026, backed by a regional investment group. The clinic is bringing internationally benchmarked, UK-standard protocols to Saudi Arabia for the first time, delivered within a luxury, couple-centred, and deeply culturally attuned patient environment.

We are entering a market with significant unmet demand and a clear gap at the premium end. The brand sits at the intersection of British medical excellence, luxury wellness experience, and Saudi cultural sensitivity. Our patients are discerning, privacy-conscious couples who expect the same standards they would receive in London or Geneva - without leaving the Kingdom.

The Patient Acquisition Team Lead is responsible for leading and optimising the patient acquisition function to drive high-quality enquiries, strong conversion performance, and revenue growth. This role manages the Patient Acquisition Team (known as Fertility Care Advisors) and ensures a consistent, high-performing, patient-centric sales experience from first contact through to treatment planning.

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

Core Responsibilities
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

Work Location: In person