Join Impress – Europe's Leading Health-Tech Innovator!
La información a continuación detalla los requisitos del puesto, la experiencia esperada del candidato y las cualificaciones correspondientes.
We believe everyone deserves a smile they'll love. We are IMPRESS, the largest chain of digital orthodontic clinics in Europe, revolutionizing the invisible orthodontic sector and bringing smiles to people's faces. Our unique combination of medical expertise and digitalization has earned us recognition as one of the top fastest-growing Health Tech companies by Forbes. Born in Barcelona in 2019, we have expanded across 10 countries with more than 150 locations, offering leading care and state-of-the-art technology.
The Mission
At Impress, we don't just provide orthodontics; we run a world-class operations and CRM engine. As the Director of CRM & Lifecycle Operations, you will own the entire patient journey—from the moment a lead is acquired to their final treatment result and beyond.
Your goal is to build a seamless, "always-on" communication ecosystem that maximizes funnel efficiency. You will leverage our existing AI Voice and Text Agents, scaling them to the next level to ensure that every patient interaction is personalized, timely, and high-converting.
Location:
This position is onsite and based in Barcelona (Spain).
Key Responsibilities:
End-to-End Journey Orchestration
Design and optimize the full patient lifecycle across all touchpoints (Email, WhatsApp, SMS, and Voice). You will be responsible for the transition between every key stage:
* Acquisition & Lead Nurturing: Turning interest into booked appointments.
* Show-up Optimization: Using behavioral triggers to ensure clinic attendance.
* Patient Experience: Managing the "in-treatment" journey to ensure clinical compliance and satisfaction.
* Upselling & Advocacy: Driving post-treatment value through retainers, whitening, and referrals.
Next-Gen AI & Automation Leadership
Impress is already at the forefront of AI. You will take ownership of our AI Text and Voice Agents, moving them beyond basic automation to sophisticated, human-like interactions. You will lead the strategy for how AI handles lead qualification, appointment rescheduling, and FAQ handling to 10x our operational capacity.
Cross-Functional Command
You are the glue between departments. You will work in the trenches with:
* Marketing: To align top-of-funnel messaging with lifecycle nurturing.
* Booking Conversion Team: To optimize the "Lead-to-Clinic" bridge.
* Sales & Clinic Teams: To ensure digital communications perfectly sync with human follow-ups and in-person experiences.
* Omnichannel Funnel Efficiency: Relentlessly audit and improve our multi-channel reach. You will decide when a patient needs an automated WhatsApp nudge, a personalized email, or a call from our AI Voice agent, ensuring we reduce Customer Acquisition Cost (CAC) while maximizing Life Time Value (LTV).
Who You Are:
* The Architect: You have 7+ years of experience building complex lifecycles in high-growth D2C, Health-Tech, or FinTech environments.
* AI-Forward: You aren't afraid of the future. You have experience (or a deep strategic interest) in deploying Conversational AI (LLMs, Voice Synthesis) to automate customer interactions.
* Master of Orchestration: You understand that a WhatsApp message must complement—not duplicate—a phone call. You thrive on managing "Online-to-Offline" (O2O) journeys. xohynlm
* Data-Driven Leader: You speak the language of conversion rates, cohort analysis, and attribution. You use data to tell the story of where the funnel is leaking and how to fix it.