Operations & Culture Manager

72 Dental is entering an exciting new phase of growth and refinement. We are seeking an Operations and Culture Manager who will bring both strategic discipline and compassionate leadership to the next chapter of the practice's evolution. This role is central to ensuring that the practice's clinical, commercial, and cultural health develop in harmony. The successful candidate will balance people and performance, creating an environment where patient experience and business excellence thrive together.

Reporting to

Clinical Director (Principal Dentist) and Non‑Clinical Director – with delegated responsibility for day‑to‑day leadership, culture, and commercial delivery.

Purpose of the Role

To lead, shape, and manage all operational, commercial, and cultural aspects of the practice in alignment with its strategic plan. The Operations and Culture Manager ensures the delivery of safe, profitable, and patient‑centred private dental care while nurturing an engaged, high‑performing team. This is a senior leadership role requiring strong emotional intelligence, commercial acumen, and a consistent ability to translate strategic intent into daily action. In addition to overseeing the existing practice, the successful candidate will support the Directors in the setup of a new practice currently under development. Experience gained in a squat practice or evidence of project management at this level would be highly advantageous ensuring that systems, processes, and team structures are aligned and ready for a seamless launch.

Core Accountabilities

· Leadership and Culture

Lead as the 'Chief Reporting Officer', ensuring that brand values are lived, not just stated, across every aspect of patient and team experience.

Foster an inclusive, respectful, and high‑performance culture where accountability, learning, and kindness coexist.

Coach and inspire the team to take pride in excellence, embedding habits that reflect private healthcare standards.

Work closely with both directors to uphold clarity of vision, ensuring the health of the business and the wellbeing of its people are treated as equal priorities.

· Operational and Clinical Governance

Oversee daily operations, ensuring calm, coordinated, and compliant delivery across all departments.

Ensure rigorous compliance with CQC, HTM 01‑05, GDC, Health and Safety, COSHH, employment law, and UK GDPR.

Implement cyber‑security measures and data ethics protocols, leading by example in digital responsibility.

· Facilities and Environment

Maintain the safety, appearance, and efficiency of the practice, ensuring the physical and digital environment supports a premium experience.

Oversee maintenance, service contracts, and building safety compliance with a proactive and sustainable approach.

· Financial and Commercial Management

Monitor financial performance against agreed budgets and key performance indicators, translating data into meaningful action.

Prepare management reports, supporting directors with insight and recommendations for profitability and growth.

Ensure disciplined procurement and spending, maintaining transparency and cost efficiency.

· Marketing, Brand, and Patient Experience

Champion the 72 Dental brand, ensuring every touchpoint conveys trust, professionalism, and excellence.

Collaborate with external partners to implement marketing initiatives aligned with brand positioning and patient attraction goals.

Respond to patient feedback constructively, promoting a culture of service recovery and continuous improvement.

· People, Training, and Development

Recruit, retain, and nurture talent across all roles, ensuring clarity of expectations and progression.

Deliver CPD programmes that integrate clinical skill, communication, and leadership capability.

Manage HR processes and uphold fair, transparent people practices that reinforce wellbeing and engagement.

· Insight, Data, and Accountability

Use data analysis to inform decisions, identify trends, and measure the effectiveness of initiatives.

Report on KPIs including patient satisfaction, profitability, compliance, and operational performance.

Success Indicators

• Consistently excellent patient experience and feedback.

• Improved team engagement, confidence, and retention.

• Achievement of financial and operational performance goals.

• Seamless compliance and safety standards maintained throughout the year.

• A culture of calm confidence and accountability across the team.

Essential Requirements

• Minimum of three years' senior leadership experience in private dentistry.

• Proven ability to lead multi‑disciplinary teams through growth and change.

• Financial literacy with experience managing budgets, P&L, and strategic KPIs.

• Excellent understanding of CQC, HR, GDPR, and patient confidentiality.

• Demonstrated ability to embed brand values and lead by example.

Behavioural Attributes

Leadership – Inspires confidence and steadiness in others, especially under pressure.

Empathy – Listens deeply and acts with fairness and understanding.

Commercial Awareness – Connects operational choices to business outcomes.

Integrity – Models professionalism, confidentiality, and respect in all interactions.

Consistency – Embeds standards until they become second nature.

Adaptability – Balances strategic thinking with hands‑on problem solving.

Statement of Responsibilities

This description outlines the key duties and standards expected of the Operations and Culture Manager. It may evolve in line with the growth and development of 72 Dental and its leadership structure.

Job Types: Full-time, Permanent

Pay: £42,000.00-£48,000.00 per year

Benefits:

• Company events
• Company pension
• Private dental insurance

Ability to commute/relocate:

• Coulsdon CR5 2BB: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Proven ability to lead multi‑disciplinary teams through growth and change
• Financial literacy with experience managing budgets, P&L, and strategic KPIs
• Excellent understanding of CQC, HR, GDPR, and patient confidentiality
• Demonstrated ability to embed brand values and lead by example

Experience:

• Senior Leadership : 3 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person