Sr Manager or AGM Customer Relationship Management

Sr Manager/AGM Customer Relationship Management (CRM)

About the Role

We are seeking a highly experienced and strategic Sr. Manager/AGM of CRM to lead our customer relationship and engagement initiatives. This pivotal role will be responsible for managing the entire customer lifecycle, from initial inquiry to post-treatment follow-up. You will leverage data and technology to create personalized, high-impact campaigns. A deep understanding of cohort-based marketing is essential for this role, as you will segment and engage patient groups based on their specific behaviors and journeys. You will report to the Head of Marketing and be based in Kurla, Mumbai.

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