
Head – Growth, CRM
3 hours ago
Head – Growth, CRM & Call Centre (Group Role)
(not just marketing, not just ops — a hybrid Growth + CRM + Contact Centre Leader)
Profile to Target
- Experience:
- 7–12 years in
multispeciality hospital business development / CRM
. - Has managed
call centres (20+ agents ideally)
and understands patient funnel metrics. - Experience with
panels/insurance exposure
is a plus, but must be strong in
direct revenue growth (maternity, oncology, ortho, IVF, pediatrics)
. - Worked in setups like
Apollo, Max, Fortis, Medanta, Cloudnine, CloudKare, or LeadSquared/Zoho CRM hospital clients
. Capabilities:
Call Centre Excellence
→ answer rate, conversion rate, QA, scripting, training.- CRM & Tech Savvy
→ can implement Zoho/LeadSquared CRM, integrate AiSensy + AI Voice + IVR. - Marketing ROI Ownership
→ must make Whitecoats & in-house exec accountable. - Offline BD Oversight
→ not doing doctor visits himself, but setting targets for BD executives, reviewing weekly results. Reporting Discipline
→ gives you
one daily dashboard
(calls → appts → shows → admissions → revenue).Personality:
- Assertive with staff (fixes leakage).
- Data-first (talks CPL, conversion %, occupancy).
- Can bridge
doctors, call centre girls, BD execs, and agency
without losing authority.
Role & Reporting
- Title:
Head – Growth & CRM (Maccure Group) - Reports to:
Director - Manages:
- Call Centre Manager → Agents + Counsellors
- Digital Team → SM Exec, Photographer, Web Designer
- Whitecoats Agency → campaigns, reporting
- Offline Marketing Head (ex-Centre Head Janakpuri) → BD Executives across Aastha/Maccure
- Coordinates with:
- Group TPA Head (BAMS doctor) for panel/insurance leads.
- Centre Managers for ops alignment.
KRAs (Key Result Areas)
Call Centre Funnel
- ≥85% answer rate.
- ≥25% conversion of maternity/IVF leads, ≥35% for warm IVF leads.
- Show-up rate ≥60%.
Marketing ROI
- Daily reconciliation of Whitecoats lead gen vs call log vs actual admissions.
- Cost per admission tracked per campaign.
Offline BD Oversight
- Doctor referral visits logged.
- Camp-to-IPD conversion tracked.
- Oncology & Ortho referrals increased.
Reporting
- Daily dashboard by 9:30 PM.
- Weekly centre-wise review (Aastha multispeciality vs Maccure premium).
Compensation Benchmark (Delhi NCR, 2025)
- Fixed:
₹1.2–1.8 Lakh/month CTC
(depending on candidate seniority). - Performance incentive:
- 0.25–0.5% of incremental revenue generated
OR - Flat incentive linked to
admissions growth / conversion %
.
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