Retail Healthcare- Service Quality and CRM manager

The Service Quality and CRM Manager will be responsible for overseeing daily operations at a retail healthcare center specializing in dermatology and aesthetics. Your role will involve driving operational excellence, maintaining high service quality standards, and enhancing patient engagement to ensure a seamless, patient-centric experience. Additionally, you will support the clinic's brand visibility through basic marketing and outreach initiatives. In terms of Service Excellence & Operations, you will oversee non-clinical operations to ensure efficient, high-quality service delivery. It will be your responsibility to lead, train, and motivate staff to maintain a welcoming and professional environment. Handling patient concerns with empathy and prompt follow-up, monitoring patient flow, coordinating with clinical teams, and tracking patient satisfaction to drive continuous service improvements will also be part of your role. Regarding Patient Acquisition & Customer Relationship Management (CRM), you will be tasked with driving patient acquisition strategies through local outreach, referrals, and promotional activities. Building and maintaining strong patient relationships to ensure repeat visits and long-term loyalty will be essential. Proactively engaging with patients through follow-ups, reminders, and personalized communication while utilizing a patient database/CRM system to track interactions, preferences, and feedback for targeted service and marketing initiatives will also fall under your responsibilities. For Marketing & Brand Support, you will educate patients on treatments, packages, and promotions to increase awareness and conversions. Supporting basic marketing efforts, collaborating with marketing teams, and implementing in-clinic promotions, events, and brand visibility initiatives will be crucial for the clinic's growth. As for Qualifications & Experience, you should be a Graduate/Postgraduate in Healthcare with 3-5 years of experience in customer service or patient-facing roles. Fluency in Tamil and English is essential, along with strong communication, team management, and problem-solving skills. Candidates with experience in retail healthcare centers will be preferred. Your Performance Expectations will include achieving high patient satisfaction and engagement, effective communication, issue resolution, and positive representation of the clinic brand. In terms of Compensation & Benefits, you can expect an attractive salary with incentives tied to service quality and satisfaction metrics, along with opportunities for career growth in operations and patient experience management.,