Head – Growth, CRM

3 days ago

Delhi, Delhi, India Maccure Hospital Full time ₹ 14,40,000 - ₹ 21,60,000 per year

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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