Job Description
Reports To: COO
Department: Operations
Location: Miami/Remote
Employment Type: Full Time
Aesthetic Partners is building the leading company in medical aesthetics. Full alignment with Aesthetic Partners’ Mission, Vision & Values is the most important qualification for this role. At AP:
- We get stuff done.
- We are analytical problem solvers.
- We are ambitious learners.
- We are stewards of clinical excellence.
Job Description:
The Director of Training & Education is a highly motivated and experienced individual who drives revenue growth and brand consistency across our network of clinics. They act as educators and trusted advisors, elevating the patient’s experience, quality of care, and quality of services. Their focus is on improving patient lifetime value (LTV), increasing retention rates, driving revenue and solidifying our position as a leader in the medical aesthetics and plastic surgery industry.
As the subject matter expert on our products, services, and procedures, they provide exceptional training and education to our teams, including developing engaging content for both sales training materials and our learning management system, “AP Academy.” They possess a strong understanding of the medical aesthetics industry, exceptional communication and presentation skills, and an ability to build rapport and influence key stakeholders.
The Director of Training & Education will also directly oversee the Patient Lifecycle Marketing department, ensuring effective patient communication and engagement strategies throughout the entire patient journey. They will manage the development and implementation of marketing campaigns, track key performance indicators (KPIs), and analyze data to optimize patient acquisition, retention, and satisfaction.
Key Responsibilities:
Product & Service Expertise:
- Develop a comprehensive understanding of all products, services, and procedures offered across our Brands, with a focus on how each contributes to a superior patient experience and optimal treatment outcomes.
- Stay abreast of industry trends, new product launches, and innovations in the medical aesthetics space to ensure our Brands are offering the most advanced and effective treatments available.
- Serve as the primary point of contact for product and service-related inquiries from clinic staff and leadership, providing expert guidance and support to enhance patient satisfaction.
Training & Education:
- In conjunction with clinical leadership, design and deliver engaging training programs for clinic staff on new and existing products, services, and procedures, emphasizing patient-centric communication, ethical selling practices, and building long-term patient relationships.
- Utilize a variety of training methods (e.g., in-person workshops, webinars, online modules) to cater to different learning styles and maximize knowledge retention.
- Develop and maintain training materials (e.g., presentations, manuals, quick reference guides) that are up-to-date, aligned with industry best practices, and focused on delivering an exceptional patient experience.
Content Development:
- Create engaging and informative content for sales training materials, including presentations, handouts, videos, and online modules, that promotes patient education, informed decision-making, and realistic expectations.
- Collaborate with People Operations to develop and curate content for “AP Academy,” our learning management system, ensuring that all materials contribute to elevating the quality of care and patient experience across our Brands. This includes creating courses, quizzes, and other interactive learning materials.
- Ensure all content is aligned with brand standards, reflects the latest industry knowledge and best practices, and reinforces our commitment to education, patient safety and satisfaction.
Sales Performance & KPI Management:
- Collaborate with leadership to establish and track KPIs for each Brand, focusing on metrics that reflect patient satisfaction, retention, and LTV, in addition to revenue goals.
- Track and analyze sales data to identify trends, opportunities for improvement, and areas where additional training or support is needed to enhance patient experience and drive positive outcomes.
- Develop and implement strategies to increase sales performance and achieve KPI targets, with a focus on ethical selling practices, patient education, and building long-term relationships.
- Regularly report on sales performance and KPI metrics to leadership, providing insights and recommendations for action that support our commitment to patient-centric care and brand excellence.
- Work closely as a cross functional ladder between Marketing & Ops, facilitat promotions & promotional calendars at brands.
Relationship Building & Collaboration:
- Build strong relationships with clinic leadership, providers, and staff, acting as a trusted thought partner and advisor who champions patient-centric values and fosters a culture of excellence.
- Foster a collaborative environment that encourages knowledge sharing and best practice adoption across all Brands, with the goal of continuously improving patient care and satisfaction.
- Effectively communicate and collaborate with cross-functional teams (e.g., marketing, operations, People Operations) to ensure alignment and support for sales initiatives that prioritize patient needs and elevate our brand reputation.
Support & Enable Consistency:
- Ensure consistent implementation of sales processes, protocols, and messaging across all Brands, emphasizing patient-focused communication, ethical practices, and a commitment to delivering exceptional service.
- Collaborate with marketing to develop and deliver effective sales tools and resources that support brand consistency and reinforce our commitment to patient satisfaction and brand excellence.
- Conduct regular site visits to assess clinic performance, provide guidance, and ensure adherence to brand standards, with a focus on identifying opportunities to enhance the patient experience and elevate the quality of care.
Leadership and Team Development:
- Mentor and coach all Brand roles on sales techniques, product knowledge, and patient communication skills to enhance performance and drive patient satisfaction.
- Identify and develop high-potential employees for future leadership roles within the sales organization, fostering a culture of growth and opportunity.
- Foster a positive and collaborative team environment that motivates and empowers employees to achieve their full potential and contribute to the success of the organization.
Skills & Qualifications:
- Bachelor’s degree in Business Administration, Marketing, or a related field (MBA preferred) with strong sales leadership experience and deep knowledge of the medical aesthetics & plastics surgery industry required.
- Not required but considered: licensed healthcare providers with strong sales experience in the medical aesthetics industry. Active license in good standing required.
- 5+ years of proven experience in a sales or training role within the medical aesthetics industry.
- Proven experience in developing and implementing successful patient lifecycle marketing strategies.
- Strong understanding of patient journey mapping and customer relationship management (CRM) principles.
- Experience with marketing automation tools and email marketing platforms.
- Knowledge of digital marketing channels, including social media, search engine optimization (SEO), and paid advertising.
- Data-driven mindset with the ability to track, analyze, and interpret marketing performance metrics.
- Strong analytical and problem-solving skills with the ability to interpret data and develop actionable insights.
- Ability to travel frequently to all clinic locations.
