Centre Operations & Marketing Manager

Marie Stopes Sierra Leone (MSSL) was established in 1986 as a leading provider of high-quality reproductive healthcare. We are a social enterprise that blends the values of non-profit public service with the innovation and efficiency of private sector delivery. Every year, we serve thousands of women, men, and young people across Sierra Leone with compassionate, client-centred care.

We are part of MSI Reproductive Choices, a global partnership operating in 37 countries, united by the belief that everyone should have the freedom to make their own sexual and reproductive choices.

Our work goes beyond healthcare. By supporting the physical, emotional, and reproductive wellbeing of our clients, we also open doors to broader opportunities. When men, women and girls are able to make informed choices about their bodies and futures, they are better able to stay in school, pursue their careers, contribute to their communities, and build healthier families. In this way, reproductive choice becomes a pathway to dignity, autonomy, and the reduction of poverty.

Key Responsibilities

1. Centre Operations & Service Delivery Management

• Provide overall leadership and operational oversight of MSSL's centre-based service delivery channel, ensuring centres consistently meet quality, client-experience, and productivity standards.

•Line-manage Clinical Leads (x7) and, through them, Deputy Clinical Leads and centre clinical teams, ensuring consistent, high-quality service delivery across all centres.

• Maintain a technical reporting relationship with the Clinical Quality & Compliance Manager to ensure clinical protocols, safeguarding, and quality-of-care standards are upheld across all centres.

• Monitor centre performance against client volume, revenue, and quality targets, and drive corrective action where centres underperform.

• Ensure centres are adequately staffed, equipped, and supplied to deliver the full range of sexual and reproductive health services.

2. Business Development & Revenue Growth

• Develop and execute business development strategies and annual centre-channel business plans that grow client volume, revenue, and market share for MSSL's centre network.

• Identify and pursue new business opportunities, partnerships, and service lines that strengthen the sustainability and reach of the centre channel.

• Work with the Director, Technical Operations & Business Development to set centre-level revenue and growth targets, and track performance against these targets.

• Conduct market analysis and client insight work to inform pricing, service mix, and channel expansion decisions.

3. Centre Marketing & Client Acquisition

• Line-manage the Centre Marketing Officer and oversee demand-generation and client-acquisition activities that feed client volume into the centres.

• Ensure Centre marketing and community-level demand-creation activities are well-targeted, cost-effective, and aligned with centre capacity and business development priorities.

• Coordinate with the Regional Marketing Leads and Digital Marketer & Graphic Designer to ensure centre-channel marketing is integrated into MSSL's broader marketing strategy.

4. Contact Centre & Client Experience Management

• Line-manage the Contact Centre Lead and oversee the Contact Centre team to ensure prompt, professional, and client-centred handling of enquiries, bookings, and referrals into centres.

• Monitor contact centre performance, call-handling quality, and conversion of enquiries into centre visits.

• Use Centre data, contact centre data as insights to identify and address gaps in the client journey and centre service experience.

5.Team & Stakeholder Management

• Build and lead a high-performing, motivated centres team, providing coaching, performance management, and professional development to direct and indirect reports.

• Work closely with the Finance, Programme Operations, and other technical directorates to align centre operations with organisational priorities and resources.

• Represent the centres channel in internal planning, budgeting, and review forums, and liaise with external partners and stakeholders as required.

6. Performance Monitoring & Reporting

• Track and report on centre-level KPIs (client volumes, revenue, quality, and client satisfaction) to the Director, Technical Operations & Business Development on a regular basis.

• Use data and insight to drive continuous improvement in centre performance.

• Prepare accurate, timely reports and business cases to support decision-making on centre investment, staffing, and expansion.