CRM Lead

Company: Luma fertility

Link to Website: https://lumafertility.com/

Email: Jackquline@lumafertility.com

About Us

Luma fertility is a next-generation fertility company founded by a second-time entrepreneur. Our mission is to revolutionize the fertility space with a customer-centric and tech-enabled approach. We aim to create a gold-standard IVF experience with in-house doctors, best success rates, and advanced protocols. Our services include egg freezing and IVF, with a vision to deliver IVF 2.0 in India through best-in-class customer experience.

Role Overview

We are looking for a CRM Lead to own and drive Luma’s end-to-end patient lifecycle management and conversion strategy. This role goes beyond execution — you will be responsible for designing CRM strategy, improving lead-to-conversion funnels, and driving patient engagement and retention at scale.

You will lead the CRM function across channels (calls, WhatsApp, SMS, automation), manage the team, and work closely with marketing, care specialists, and clinic teams to deliver a seamless and high-converting patient journey.

Key Responsibilities

1. CRM Strategy & Funnel Ownership

• Own the end-to-end patient lifecycle from lead generation to consultation, treatment, and retention
• Design and optimize lead-to-conversion funnels, reducing drop-offs at each stage
• Build segmentation strategies based on patient behavior, demographics, and intent
• Drive repeat engagement, reactivation, and long-term patient relationships'

2. Conversion & Revenue Impact

• Monitor and improve conversion rates (lead → consult → treatment)
• Identify bottlenecks in the funnel and implement solutions to improve outcomes
• Drive revenue contribution through CRM initiatives (follow-ups, nurturing, upselling services like egg freezing, diagnostics, etc.)
• Work closely with marketing to ensure high-quality lead handling and feedback loops

3. Team Leadership & Operations

• Manage and mentor CRM Executives / Managers handling patient communication
• Set daily/weekly targets for calls, follow-ups, and conversions
• Ensure high-quality, empathetic, and consistent patient interactions
• Build SOPs, scripts, and training frameworks for the CRM team

4. Channel & Automation Management

• Own communication across channels: calls, WhatsApp, SMS, email
• Design and implement automated workflows and drip campaigns
• Evaluate and implement CRM tools beyond basic tracking (move from Google Sheets to scalable systems if needed)
• Ensure timely and effective follow-ups across all touchpoints

5. Cross-functional Collaboration

• Work closely with doctors, care specialists, and clinic teams to ensure seamless scheduling and patient experience
• Partner with marketing to refine messaging, campaigns, and targeting
• Act as the bridge between patient experience and internal teams

6. Data, Reporting & Insights

• Track and analyze key CRM metrics:
• Lead response time
• Follow-up efficiency
• Conversion rates
• Patient engagement
• Generate actionable insights to improve communication and funnel performance
• Build dashboards and reporting systems for leadership visibility

Qualifications & Skills

• 5+ years of experience in CRM, inside sales, or patient coordination roles (preferably in IVF, healthcare, or high-touch services)
• Strong understanding of fertility treatments (IVF, IUI, egg freezing, etc.) is preferred
• Proven experience in improving conversion funnels and managing teams
• Excellent communication skills (English, Hindi; regional language is a plus)
• Experience with CRM tools, automation platforms, and data tracking
• Ability to combine empathy with performance-driven execution
• Comfortable working in a startup / high-growth environment

Benefits:

• Paid time off
• Provident Fund

Work Location: In person