Senior Manager | CRM | Marketing

6 months ago

Bengaluru, India DocsApp Full time

About MediBuddy

MediBuddy is India’s largest digital healthcare platform. It gives users 24x7 access to high-quality healthcare on their fingertips. MediBuddy helps its users consult specialist doctors instantly via chat,video or voice call, order medicines and book lab tests from the comfort of their homes. It is also a partner to several leading corporate customers in the country and helps their employees access multiple healthcare benefits.

With a partner network of over 90,000 doctors, 7000 hospitals, 3000 diagnostic centres and 2500 pharmacies covering 23,000 pin-codes in India, and a 1000-member team located across 22 Indian cities, MediBuddy has catered to the healthcare needs of 3Cr Indians & attends to the needs of over 35,000 Indians daily across the length and breadth of the country.

To establish market leadership and to strengthen its services, DocsApp (India’s largest online doctor consultation space) merged with MediBuddy. Today DocsApp and MediBuddy both operate under single brand name "MediBuddy"

The venture has so far raised over $50 million from India Life Sciences Fund III, LLC, Bessemer Venture Partners, Rebright Partners, TechMatrix Corporation, DeNA networks, Milliways Fund LLC, Mitsui Sumitomo (MSIVC), TEAMFund LP, JAFCO Asia Fund, FinSight Ventures, ALES Global Japan, Beyond Next Ventures, Makita corporation and Facebook’s angel investors, Anand Rajaraman and Venky Harinarayan.

MediBuddy’s pioneering work has been widely recognised by many leading entities:

MediBuddy - Best Brand 2020 in Healthcare by ET Edge MediBuddy - Best Health & Wellness Solution by ET- Intelligent Health & Tech Awards 2020 MediBuddy also bagged Marketing Campaign of the Year - #AapkaHealthBuddy & Award for Best Marketing Excellence in Health & Wellness Sector at National Awards for Marketing Excellence The “Industry Achievement Award 2019” by Hurun Report. The online digital platform also bagged 3 coveted awards- Best Healthcare Entrepreneur of the Year, Best Marketing Campaign, Best healthcare start-up of the year at Healthcare Leadership Awards presented by ABP News in the year 2019 Best healthcare startup company of the year, Best use of social media & Digital marketing in Healthcare, Best Marketing Campaign - #BaatTohKaro (DocsApp) & Best Healthcare Entrepreneur of the year- Satish Kannan at National Healthcare Leadership Congress Awards presented by Zee Business in the year 2019. The ‘App of the Year 2017’ in the medical category by Amazon in association with Facebook.

Job Summary

We are seeking an experienced and result-driven Manager of Customer Lifecycle Management to join
our team. As the Manager of Customer Lifecycle Management, you will play a critical role in effectively
managing the customer lifecycle journey, including customer onboarding, engagement, retention, and
driving successful campaign outcomes. We are looking for someone with a strong background in
customer lifecycle management, campaign management, and planning, with a demonstrated ability to
drive successful outcomes through data-driven decision-making


Key Responsibilities:


1. Analyses customer behaviour throughout the entire lifecycle, from Onboarding to retention
and re-engagement.
2. Identify key touchpoints, pain points, and opportunities for customer engagement and
improvement.
3. Develop and implement customer retention strategies, personalized communication plans,
and loyalty programs.
4. Execute targeted marketing campaigns to drive customer engagement and upsell/cross-sell
opportunities.
5. Analyses factors contributing to customer churn and develop strategies to reduce churn
rates.
6. Collaborate with cross-functional teams, such as marketing, sales, and product development,
to align strategies and improve customer satisfaction.
7. Define key performance indicators (KPIs) and metrics to measure the effectiveness of
customer lifecycle management initiatives.
8. Utilize data analytics and customer insights to segment customers and develop targeted
strategies for each segment.

Qualification Details


Education Bachelor's degree in marketing, business administration, or a related field

(Master's degree preferred)

Experience A minimum of 3-6 years of experience in Customer Lifecycle management,

customer retention, or a similar role

Analytical Skills Strong analytical skills with proficiency in data analysis tools and CRM

systems, including MS Excel

Communication Skills Excellent communication and interpersonal skills
Problem-solving Skills Creative thinking and problem-solving abilities
Project Management Skills Strong project management skills with the ability to prioritize tasks, meet

deadlines, and manage multiple projects simultaneously

Customer Segmentation
Knowledge

Knowledge of customer segmentation strategies and customer journey
mapping techniques

Marketing Automation and
CRM Familiarity

Familiarity with marketing automation platforms and customer experience
management tools like Clever tap and Mo-Engage

Presentation Skills Proficiency in creating compelling presentations to effectively communicate

insights and strategies

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