Enquiries & Conversion Manager - IVF Group

The IVF Guide; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

The IVF Guide in Central London is seeking an experienced Enquiries & Conversion Manager to lead the enquiries function across the UK. You will manage a team of about 8 people, ensuring every patient enquiry is handled with empathy and efficiency, while driving conversion and supporting digital transformation.

You will lead process improvements, coach staff on communication and sales, and collaborate with technology teams to optimise workflows and the digital patient journey.

Qualifications

• Experience leading an enquiries, sales, contact centre, patient services or conversion team.
• Proven team leadership and people-management experience.
• Strong sales and conversion skills.
• Experience using Salesforce or similar CRM platforms.
• Comfort working with technology, engineering or digital transformation teams.
• Understanding how technology can improve customer journeys and operational performance.
• Strong communication, coaching and relationship-building skills.
• Commercial and data-driven mindset.
• Ability to communicate with patients sensitively and confidently.

Responsibilities

• Leading, managing and developing the enquiries team
• Overseeing the quality and effectiveness of incoming patient enquiries
• Driving enquiry-to-consultation and enquiry-to-patient conversion
• Coaching the team on communication, sales and patient engagement
• Monitoring conversion rates, response times and other KPIs
• Using data to identify opportunities to improve performance
• Developing and optimising enquiry workflows and processes
• Collaborating with technology, transformation and engineering colleagues to improve the digital patient journey
• Supporting the integration and effective use of Salesforce CRM and related technologies
• Moving the enquiries function toward a more technology-enabled, scalable model
• Balancing commercial objectives with an empathetic, patient-centred approach

Skills

Team leadership

Sales & conversion

Data-driven

Communication

Technology awareness

Tools

Salesforce

Job description

Enquiries & Conversion Manager

Central London| Full-Time | On-Site

An exciting opportunity is available for an experienced Enquiries & Conversion Manager to lead the enquiries function within a UK wide fertility organisation based in Central London.

This is a key leadership role at the intersection of patient experience, sales, technology and fertility care.We are looking for someone who understands how to turn an initial patient enquiry into an exceptional experience — whilst using technology, data and effective processes to improve conversion and support continued growth.

The Role

You will lead a dedicated enquiries team of about 8 individuals, taking responsibility for the patient journey from the very first interaction and ensuring that every enquiry is handled efficiently, professionally and with empathy.A major focus of the position will also be the continued digital transformation of the enquiries function.Working closely with the organisation's technology and transformation teams, you will help develop smarter, more technology-enabled ways of managing enquiries, patient communication and conversion.

Your responsibilities will include:

• Leading, managing and developing the enquiries team
• Overseeing the quality and effectiveness of incoming patient enquiries
• Driving enquiry-to-consultation and enquiry-to-patient conversion
• Coaching the team on communication, sales and patient engagement
• Monitoring conversion rates, response times and other key performance indicators
• Using data to identify opportunities to improve performance
• Developing and optimising enquiry workflows and processes
• Working closely with technology, transformation and engineering colleagues to improve the digital patient journey
• Supporting the integration and effective use of Sales Force CRM and communication technologies
• Helping move the enquiries function towards a more technology-enabled, scalable model
• Ensuring commercial objectives are balanced with an empathetic, patient-centred approach

Technology & Transformation

Technology will be an important part of this role.We are particularly interested in someone who is comfortable working with CRM systems such as Salesforce and can act as a bridge between a patient-facing team and technical colleagues.You do not need to be an engineer or developer. However, you should understand technology well enough to identify operational needs, communicate them clearly to technical teams and help translate new solutions into better processes for patients and staff.Exposure to automation, telephony systems, digital patient communication or AI/robotics-enabled workflows would be advantageous.

Who We're Looking For

The ideal candidate will combine strong sales and conversion skills with technology awareness, people management and excellent patient communication.

We would particularly like to hear from candidates with:

• Previous experience managing an enquiries, sales, contact centre, patient services or conversion team
• Proven team leadership and people-management experience
• Strong sales and conversion skills
• Experience working in a customer or patient-facing environment
• Experience using Salesforce or similar CRM platforms
• Confidence working alongside technology, engineering or digital transformation teams
• A good understanding of how technology can improve customer journeys and operational performance
• Strong communication, coaching and relationship-building skills
• A commercial and data-driven mindset
• The ability to communicate with patients sensitively and confidently

Previous experience within fertility, reproductive health or private healthcare would be highly valuable.

The Opportunity

This is much more than a traditional enquiries management position.You will have the opportunity to lead an established team while helping shape the future of how patient enquiries are managed, combining human interaction with technology to create a more effective and responsive patient journey.

For someone who understands people, sales and technology — and wants to make a tangible impact within fertility care — this is an exciting opportunity to take ownership of a critical part of the patient experience.

Exceptional salary and benefits package.

Interested in finding out more?

Applications and initial conversations will be treated confidentially. Further details about the organisation and opportunity will be shared with suitable candidates during the recruitment process.