Practice Director

Creature Comforts; London; On-site; GBP 50,000 - 75,000; Full time

Job summary

Creature Comforts is seeking a proactive Practice Director for their St John’s Wood clinic. This leadership role involves overseeing operations, managing teams, and ensuring excellent client care in a supportive and innovative veterinary environment. The ideal candidate will have strong operational leadership experience and a commitment to community engagement.

Benefits

Values-led, innovative veterinary group

Supportive, collaborative environment

Autonomy to lead

Competitive salaries

Qualifications

• Proven experience in an operational leadership or management role.
• Strong understanding of HR processes and employment best practice.
• Experience managing client care or customer service teams.

Responsibilities

• Oversee the smooth, day-to-day running of the clinic.
• Lead and support the Front of House and Admin teams.
• Champion excellent member care and client communication.

Skills

Leadership

Communication

Financial Literacy

Organizational Skills

Emotional Intelligence

Customer Service Management

HR Processes

Proactive Mindset

Tools

Business Software

HR Platforms

Job description

Are you an experienced and inspiring leader ready to take full ownership of operations within a forward-thinking veterinary clinic?

Creature Comforts is looking for a proactive and passionate Practice Director to lead our flagship St John’s Wood location, driving excellence across all areas of practice life, team leadership, client care, business performance, and community engagement.

About Creature Comforts

We are a modern veterinary group redefining how pet healthcare is delivered. Our membership based model focuses on long term relationships, exceptional clinical care, and a culture of warmth, collaboration, and professionalism, for both pets and people.

About the Role

As Practice Director, you will form a key part of the clinic’s Senior Leadership Team, working closely with the Clinical Director and central support functions. You’ll be responsible for the overall operational running of the clinic, with autonomy to lead on staffing, HR, finance, compliance, and client satisfaction. You’ll also directly line-manage the Front of House and Admin teams, ensuring they are well supported and thriving.

This is a high-impact, hands-on leadership role in a growing, purpose-driven business.

Job requirements

• Proven experience in an operational leadership or management role.
• Strong understanding of HR processes and employment best practice.
• Financial literacy and experience working with KPIs, budgets, and forecasting.
• Excellent communication and people skills with a high level of emotional intelligence.
• Strong organisational and time-management abilities, with attention to detail.
• Experience managing client care or customer service teams.
• A proactive, flexible mindset with the ability to lead in a dynamic environment.
• Veterinary or healthcare sector experience (desirable).
• Competence using business software and HR platforms (training provided).

Job responsibilities

Operational Excellence

• Oversee the smooth, day-to-day running of the clinic.
• Implement and refine protocols, ensuring compliance with H&S standards.
• Maintain facilities and ensure GDPR compliance and accurate documentation.
• Support diary, rota, and practice workflow planning.

People Management & Team Leadership

• Lead and support the Front of House and Admin teams.
• Manage recruitment, performance reviews.
• Handle HR processes with support from our central office team.
• Foster a positive, inclusive and high-performing culture.

Client Experience & Community Engagement

• Champion excellent member care and client communication.
• Respond to feedback and complaints with professionalism.
• Work with marketing to plan local events and promotional activity.

Busisess Performance & Financial Delivery

• Monitor practice KPIs and financial targets.
• Support budget planning and payroll processes.
• Drive member acquisition and retention with support from central teams.
• Ensure accurate pricing and invoicing.

Health & Safety

• Lead all H&S activity within the clinic.
• Ensure risk assessments, training, and compliance checks are completed.
• Escalate issues where necessary and act promptly on any risks.

Job benefits

• Be part of a values-led, innovative veterinary group.
• Work in a supportive, collaborative environment with autonomy to lead.
• Join a growing business where your ideas and leadership will have real impact.
• Competitive salaries & state of the art veterinary clinics.