About The Role Are you passionate about driving operational excellence and supporting growth in a dynamic, customer-focused environment? Join us as PHC Operations Manager and play a pivotal role in shaping the future of our Pet Health Club proposition across a network of 1,000 UK practices. Why this role matters Pet Health Club is a key growth area for our business, and we’re looking for someone who can ensure its smooth running, support membership growth, and help implement exciting new features and benefits. You’ll work closely with our Operations Leadership Team, Field Operations Team, Marketing, and Digital teams to deliver a seamless experience for practices and their clients. What You’ll Do Engage with operations and practice teams through regular communications and build a strong PHC champion community. Own and maintain training and support materials for the PHC proposition. Deliver impactful training sessions using a “train the trainer” model. Provide second-line support for queries and manage operational changes like price updates and POS refreshes. Collaborate with Finance and PHC Country Lead on performance reporting and growth targets. Partner with Marketing and Digital teams to implement new proposition developments. Act as a feedback hub to continually improve the PHC experience. What We’re Looking For Proven experience managing a membership scheme at a national level. Exceptional organisational and communication skills with the ability to influence across large audiences. Strong analytical skills to identify performance trends and drive behavioural change. A service-oriented mindset and stakeholder management expertise. High standards for quality and attention to detail. Proficiency in MS Office for analysis, presentations, and communications. Desirable: Experience with IVC Merlin PMS, veterinary practice background, process design, marketing strategies, and knowledge of best practices in the veterinary market. What’s In It For You A remote role offering flexibility and autonomy. The chance to make a real impact on a growing, customer-focused proposition. Work with passionate teams across Operations, Marketing, and Digital. 5 weeks’ holiday, plus bank holidays. Cycle to work scheme. Discounted staff pet care. Company pension. Employee Assistance Programme (EAP) and supportive well-being initiatives. Single Private Healthcare. Family-friendly policies. At IVC Evidensia we are a committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.