Crm Manager

Job Title: CRM Manager

Company: Healthmap Diagnostics

Location: Mumbai, Delhi or Hyderabad

Department: Sales & Marketing / Customer Relations

Reporting To: Head Sales & Marketing

Job Summary:

CRM Manager

Key Responsibilities:

1. CRM Strategy & Implementation:

• Develop and execute CRM strategies to enhance patient and doctor engagement.
• Oversee implementation, usage, and optimization of CRM systems and tools.
• Ensure integration of CRM processes with marketing, sales, and operations.

2. Customer Engagement & Retention:

• Build and maintain strong relationships with patients, corporate clients, and referring doctors.
• Plan and execute engagement campaigns (SMS, email, WhatsApp, call campaigns).
• Monitor customer satisfaction, address feedback, and ensure quick issue resolution.

3. Team Management:

• Lead, mentor, and supervise a team of 4–5 CRM Executives across centers.
• Allocate tasks, monitor daily operations, and ensure adherence to service standards.
• Conduct regular performance reviews and provide training to enhance team productivity.

4. Data Management & Analytics:

• Maintain and monitor the accuracy of customer data within the CRM system.
• Analyze customer behavior and trends to identify business opportunities.
• Prepare and share CRM performance dashboards and reports with management.

5. Coordination & Communication:

• Collaborate with sales, marketing, and operations teams to ensure seamless customer experience.
• Work closely with IT to resolve system issues and enhance CRM capabilities.
• Standardize CRM processes across all diagnostic locations.

6. Business Growth Initiatives:

• Design and implement loyalty and referral programs to boost repeat and referral business.
• Support marketing initiatives through targeted communication and retention campaigns.
• Evaluate ROI of CRM programs and recommend process improvements.

Key Skills & Competencies:

• Strong knowledge of CRM systems.
• Excellent communication, leadership, and interpersonal skills.
• Analytical and data-driven mindset.
• Customer-oriented approach with problem-solving ability.
• Ability to lead and motivate a team effectively.
• Experience in healthcare, diagnostics, or hospital industry preferred.

Qualification & Experience:

• Graduate or Postgraduate in Marketing, Business Administration, or related field.
• 4–8 years of experience in CRM management, preferably in diagnostics or healthcare.
• Proven experience in managing a small to mid-sized CRM or customer service team.

Employment Type: Full-time

Compensation: As per industry standards