Fluent Health

1 week ago

Mumbai, India Fluent Health Full time

About The Company:

Fluent Health is a dynamic HealthTech startup dedicated to revolutionizing the healthcare industry through innovative software solutions. Our mission is to improve patient outcomes, streamline healthcare workflows, and enhance the overall healthcare experience for providers and patients alike.

Job Description:

- We are looking for a dynamic Product Manager - CRM & Growth to lead our CRM strategy and operations using the platform (CleverTap preferred) to enhance user engagement, retention, and overall customer experience.

- As the Product Manager - CRM & Growth at Fluent Health, you will be responsible for setting up/ creating/ identifying/ managing all CRM activities, leveraging the CRM platform to optimize user journeys, drive engagement, and enhance retention & growth. You will work closely with cross-functional teams, including marketing, product, analytics and engineering, to execute data-driven strategies that enhance the patient experience and contribute to Fluent Health's customer engagement & growth CRM Platform Management: Hands-on manage the implementation, configuration, and ongoing management of the CRM platform to optimize CRM activities. Build, manage, deploy and optimize user segments, funnels, and cohorts to drive personalized experiences. Leverage CRM platform's tools for targeted messaging, including push notifications, in-app messages, email, whatsapp, and SMS campaigns.

- CRM Strategy & Execution: Develop and implement comprehensive CRM strategies focused on increasing user engagement, retention, and lifetime value not only on the customer side but also on the healthcare provider/ practitioners side. Create automated workflows for onboarding, nurturing, re-engagement, and retention based on user behavior and data insights for healthcare practitioners/ providers and patients alike. Collaborate with the marketing team to launch campaigns that target specific user segments, aiming to improve engagement metrics thus fostering engagement and growth.

- Data-Driven Optimization: Analyze user data and insights to identify trends, behavior patterns, and opportunities for improving the user experience for healthcare practitioners/ providers and patients alike. Design and implement A/B tests to optimize messaging, user flows, and retention strategies. Provide regular reports on CRM performance metrics and recommend actionable insights to improve campaign effectiveness.

- Cross-functional Collaboration: Work closely with product, analytics, marketing, operations, and engineering teams to ensure CRM strategies are aligned with business objectives and user needs. Collaborate with the analytics team to integrate user data into the CRM platform, ensuring accuracy and timeliness. Act as the primary point of contact for all CRM led /related activities, providing guidance, updates and training to internal stakeholders.

- Customer Engagement & Retention: Develop strategies for personalized communication, utilizing user behavior data to increase engagement across channels for healthcare practitioners/ providers and patients alike. Enhance user journey mapping within the CRM platform to ensure seamless, personalized experiences for patients/ customers. Drive user retention through targeted re-engagement campaigns, tailored messaging, and continuous user interaction analysis.

- Performance Tracking & Reporting: Monitor and track key CRM performance indicators such as retention rates, user engagement, and conversion metrics. Generate and present comprehensive reports on the effectiveness of CRM activities, providing strategic recommendations for improvement. Forward plan for growth and customer experience enhancements.

- Be able to present performance matrix / effectiveness/ conversion metrics to key stakeholders and c-level 4-7 years in CRM management, with a focus on CleverTap or similar customer engagement platforms.

Industry Knowledge: Experience in the healthcare or health tech sector is highly desirable but not mandatory.

Analytical Skills: Strong data-driven mindset with experience in using CRM tools to create, track, and optimize campaigns.

Technical & Platform Expertise: We use CleverTap and hence overall proficiency in CleverTap, including creating segments, setting up campaigns, and analyzing results.

Communication: Strong interpersonal and communication skills to collaborate with cross-functional teams.

Leadership: Ability to drive CRM strategy and execution with a focus on delivering measurable results.

(ref:iimjobs.com)

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