CRM Manager || Birla Fertility & IVF- Gurgaon

Dear All,

About the Role

Birla Fertility & IVF is looking for an experienced CRM Manager to lead customer relationship management, patient engagement, retention, and lead conversion initiatives. The role will focus on improving the overall patient journey, strengthening customer relationships, driving operational efficiency, and ensuring a seamless patient experience through effective CRM strategies and data-driven decision-making.

Key Responsibilities

• Develop and implement CRM strategies to improve patient engagement, retention, satisfaction, and business growth.
• Manage the complete customer lifecycle, including lead management, follow-ups, appointment conversions, retention, and reactivation.
• Lead and manage the CRM team, set performance targets, monitor KPIs, and drive team productivity.
• Oversee patient enquiry management, timely follow-ups, appointment scheduling, and coordination across relevant teams.
• Monitor key metrics such as lead conversion, appointment booking, follow-up rates, patient drop-offs, retention, and customer satisfaction.
• Manage CRM software, ensure accurate customer data, and optimise workflows and automation.
• Analyse customer data and performance reports to identify gaps and implement improvement strategies.
• Handle customer escalations and work towards improving the overall patient experience.
• Collaborate with Sales, Marketing, Operations, and Centre teams to improve lead handling and conversion outcomes.
• Develop and maintain SOPs for CRM operations, customer communication, follow-ups, and escalation management.
• Prepare MIS reports, dashboards, and performance reviews for senior management.
• Identify opportunities to improve operational efficiency, customer engagement, and overall business performance.

Candidate Profile

• 8+ years of experience in CRM, Customer Relationship Management, Customer Experience, or CRM Operations.
• Proven experience in CRM strategy, team management, customer lifecycle management, and performance monitoring.
• Strong understanding of lead management, customer retention, engagement, and conversion processes.
• Experience in managing CRM software, MIS reporting, dashboards, and KPI tracking.
• Strong analytical skills with the ability to interpret data and drive measurable business outcomes.
• Experience in healthcare, hospitals, fertility, IVF, or other customer-centric industries will be preferred.
• Excellent communication, stakeholder management, problem-solving, and team leadership skills.
• Ability to manage escalations, streamline processes, and improve customer experience.

Please share your CV at [phone removed] or [email removed].

Thanks,
Akashi