Chief Relationship Officer

Company:

Location:

Reporting To:

Compensation:

Experience:

Industry Preference:

About Amrutam:

Position Summary:

Key Responsibilities:

1. Doctor Support & Engagement:

• Strategic Development:

  Develop and execute a comprehensive strategy to attract, onboard, retain, and engage Ayurvedic doctors on Amrutam's telemedicine platform.

• Relationship Management:

  Build strong, lasting relationships with individual doctors and doctor associations, fostering a collaborative and supportive ecosystem.

• Platform Optimization:

  Collaborate with product and tech teams to enhance the telemedicine platform's user experience for doctors, addressing their needs and feedback.

• Content & Training:

  Oversee the creation and dissemination of valuable resources, training materials, and continuous learning opportunities for doctors.

• Performance Monitoring:

  Establish KPIs for doctor engagement and satisfaction, regularly analyzing data to identify areas for improvement.

• Community Building:

  Foster a vibrant online and offline community for Amrutam's network of doctors, facilitating knowledge sharing and collaboration.

2. Customer Experience (CX) & Success:

• Customer Journey Mapping:

  Define and optimize the end-to-end customer journey for all Amrutam products and services, ensuring seamless and delightful interactions.

• Service Excellence:

  Lead and mentor the customer support team, instilling a culture of empathy, responsiveness, and proactive problem-solving.

• Feedback & Insights:

  Implement robust systems for collecting customer feedback, analyzing insights, and translating them into actionable improvements across the organization.

• Retention & Loyalty:

  Develop and implement strategies to enhance customer retention, loyalty, and advocacy.

• Complaint Resolution:

  Oversee the efficient and effective resolution of customer complaints, turning challenges into opportunities for trust-building.

• Personalization:

  Explore and implement strategies for personalized customer engagement and communication.

3. Leadership & Representation:

• Strategic Leadership:

  Contribute to the overall strategic direction of Amrutam as a member of the leadership team.

• Cross-Functional Collaboration:

  Work closely with Marketing, Product, Sales, and Operations teams to ensure alignment and a unified approach to customer and doctor engagement.

• Budget Management:

  Manage budgets related to doctor support and customer experience initiatives.

• Team Building & Development:

  Recruit, train, and develop a high-performing team focused on relationship management and customer success.

• Brand Advocacy:

  Act as a brand ambassador, championing Amrutam's values and mission.

• Reporting:

  Provide regular, insightful reports to the Founders and leadership team on key metrics, achievements, and challenges.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, Healthcare Management, or a related field. Master's degree preferred.
• Minimum four years of progressive experience in customer success, relationship management, community management, or a similar role, with at least 3 years in a leadership position.
• Proven track record of building and managing strong relationships with diverse stakeholders.
• Demonstrable experience in the D2C, FMCG, or Wellness industries is highly preferred.
• Strong understanding of telemedicine platforms and the healthcare ecosystem is a significant advantage.
• Exceptional communication (written and verbal), interpersonal, and presentation skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proven ability to lead, motivate, and develop high-performing teams.
• Strategic thinker with a hands-on approach and a results-oriented mindset.
• Passion for Ayurveda and holistic wellness.