Referral Manager

Referral Manager

Contract:
Salary indication: We offer a competitive annual gross salary between €50,000 and €75,000 based on full-time employment, depending on your experience and seniority.
Location: France, Lyon

About MVH Europe

Mars Veterinary Health (MVH) Europe is a family of leading veterinary care providers committed to creating a better world for pets. Our network includes trusted brands such as AniCura and Linnaeus, operating over 500 animal hospitals and clinics across 17 European countries. Together, our teams deliver high-quality, modern veterinary care for companion animals, ensuring peace of mind for pet owners through excellent access and patient safety.

AniCura, our largest brand in Europe, provides care to over three million patients each year through 12,500 dedicated professionals. Linnaeus, operating primarily in the UK and Ireland, is home to over 6,000 Associates empowered to deliver exceptional care through a culture of collaboration, clinical excellence, and continuous development.

At MVH Europe, we prioritize a culture of accountability, inclusion, and wellbeing. We believe our purpose — to make A BETTER WORLD FOR PETS — starts with building a better world for our people. Operational excellence plays a critical role in enabling scalable growth, consistent quality, and sustainable performance across our clinics and regions.

The role

The Referral Manager role offers the opportunity to own and elevate the national referral experience, partnering with clinics to create a seamless, high-quality journey that sets a new standard in the veterinary industry.

This role will begin with building the basics, particularly implementing and optimizing the referral portal and the reception policy. Once these foundations are in place, the role will evolve to focus on further development and growth of the referral journey.

The Referral Manager ensures that referring veterinarians experience an easy, fast and professional referral process and will be accountable for delivering measurable results including increasing the number of referring clinics, growing overall referral volume, and improving the satisfaction and NPS of referring veterinarians.

The role supports capacity distribution by improving the connection between referral and hybrid clinics and creating better visibility of available services and capacity, so patient flow can be spread more effectively across clinics.

Key responsibilities

· Implementation of Referral process & flow - Portal (Konekta or equivalent)

· Continuously improve workflows based on user and referrer feedback

· Implementation of Reception Policy in PMS

· Communication & reporting to referring vets

· Ensure timely referral reports

· Growing referring clinics and NPS (fundamentals)

· Effective with a referring-vet database

· Prioritisation and collaboration with AOD team and Client team

· Identify together where the greatest needs and opportunities are across referral hospitals

· Prioritise clinics requiring support in close alignment with the Area Operations Director

· Ensure clinics with the highest need receive focused attention and support.

· Collaborate with the Client (Marketing) Team to ensure referral hospital websites are up to date and that sufficient marketing activities are in place to attract new clients and referrers

· Identification and resolution of structural issues

· Support of referral clinics based on performance & capacity

· Collaboration between referral and hybrid clinics

· National referral network coordination

· KPI Accountability

Your profile

• Proven experience as an Operator in healthcare/hospitals/Veterinarian or similar

• Passion for Pets and animal care

· Veterinary sector knowledge / strong affinity with veterinary medicine: credibility with referrers, understands cases, emotions, complaints

· Strong relationship-building, stakeholder management and excellent communication skills

· Results-driven, focused on NPS & relationship outcomes & KPI’s

· Comfortable working nationally & travelling regularly

· Leading, managing and influencing others

· Enjoys delivering excellent service to clients

· Multi-site experience preferred.

Why this role?

• Leadership role with direct exposure to managing people

• Opportunity to make a visible difference and add value to a business

• High impact operational environment

Interested?

Please contact Esther van Berkel, Group Corporate Recruitment Partner , who will be happy to share more about this opportunity and the recruitment process.
Alternatively, apply directly by submitting your resume via the apply button below.

MVH Europe is an equal opportunity employer and welcomes applications from candidates with diverse backgrounds .