Sr Manager or AGM Customer Relationship Management (CRM)

Sr Manager/AGM Customer Relationship Management (CRM)

About the Role

Sr. Manager/AGM of CRM

What Youll Own

1. CRM Strategy and Lifecycle Management

• Develop and execute a comprehensive CRM strategy that covers the entire patient lifecycle, including acquisition, onboarding, engagement, retention, and win-back campaigns.
• Define and optimize the customer journey across various touchpoints to ensure a seamless and personalized experience.
• Implement a robust framework for cohort analysis, segmenting patients based on behaviors and treatment stages to drive targeted marketing efforts.

2. Campaign Management and Analytics

• Design, launch, and manage data-driven CRM campaigns across multiple channels (e.g., email, SMS, push notifications, and in-app).
• Use customer data and insights to build cohort-based campaigns that address specific needs and behaviors, maximizing engagement and conversion.
• Track and analyze key CRM metrics, including open rates, click-through rates, conversion rates, and ROI, using insights to continually optimize campaign performance.

3. Technology and Tools

• Own and manage the CRM technology stack, ensuring it is fully leveraged to support business objectives.
• Stay up-to-date with the latest CRM tools and technologies, evaluating and recommending new solutions to enhance our capabilities.
• Work closely with the IT and tech teams to ensure seamless data integration and automation.

4. Customer Insight and Collaboration

• Lead efforts to gain a deep understanding of customer behavior and preferences through data analysis and feedback.
• Collaborate with cross-functional teams, including operations, sales, and clinical teams, to align CRM strategies with business goals and improve the overall patient experience.
• Present compelling insights on customer trends and campaign effectiveness to senior leadership.

5. Team Management

• Lead, mentor, and manage a team of CRM specialists, providing clear direction and fostering a collaborative, data-driven environment.
• Delegate tasks, set performance goals, and conduct regular performance reviews to ensure the team meets its objectives.
• Foster an environment of continuous learning and professional growth within the team.

What Were Looking For

Experience

• 5-10 years of progressive experience in CRM, with a proven track record in customer lifecycle management and campaign execution.
• Demonstrated expertise in cohort-based CRM marketing, including analysis, segmentation, and campaign design.
• Experience with various CRM tools and platforms (e.g., Salesforce, HubSpot, or similar).
• Prior experience in the healthcare, D2C, or B2C service industries is highly preferred.

Skills & Expertise

• Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.
• Excellent understanding of CRM technologies and marketing automation platforms.
• Proficiency in developing and executing multi-channel marketing campaigns.
• Exceptional communication and presentation skills.

Leadership & Soft Skills

• Proven ability to lead, influence, and collaborate with cross-functional teams and senior stakeholders.
• Proactive, strategic thinker with a results-oriented approach.
• Adaptable and resilient, thriving in a fast-paced, evolving environment.
• Strong problem-solving abilities and a continuous improvement mindset.

Education

Master’s degree in Marketing, Business Administration, or a related field from a Top-Tier institution is highly desirable.

What You’ll Get

• A mission-critical role with direct impact on QI Spine’s ambitious growth journey.
• The unparalleled opportunity to build and innovate the entire CRM function of a rapidly scaling organization.
• High ownership, direct accountability for key strategic areas, and exceptional visibility within the leadership team.
• A challenging yet immensely rewarding environment where your expertise directly translates into tangible improvements in patient loyalty and business growth.
• A workplace where your contributions aren't just possible—they're expected—and where you can truly be a "

  QIpreneur

  ," shaping the future of healthcare from the ground up.

If you are a passionate CRM leader eager to build and enhance a world-class customer engagement function in a dynamic healthcare setting, this is your place. Let's build better spine care!