Role Overview

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

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

Health insurance
Paid time off
Flexible work arrangements
Professional development opportunities

Medcan

Open Positions (1)

Management

General Manager