Customer Relationship Management Lead

Luma fertility; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Luma fertility is seeking a CRM Lead to own end-to-end patient lifecycle management and conversion strategy in Mumbai. You will design CRM strategy, optimize funnels, and drive patient engagement across calls, WhatsApp, SMS, and automation.

You will lead CRM Executives/Managers, set targets, and collaborate with marketing and clinical teams to deliver a high-converting, empathetic patient journey in a fast-growing IVF company.

Qualifications

• 5+ years of CRM, inside sales, or patient coordination roles in healthcare.
• Strong understanding of fertility treatments (IVF, IUI, egg freezing) preferred.
• Proven experience in improving conversion funnels and managing teams.
• Excellent communication skills in English and Hindi; regional language a plus.
• Experience with CRM tools, automation platforms, and data tracking.
• Ability to blend empathy with performance-driven execution.
• Comfortable in a startup / high-growth environment.

Responsibilities

• Own end-to-end CRM strategy and patient lifecycle from lead to retention.
• Design funnels to reduce drop-offs and improve conversions.
• Lead segmentation based on behavior, demographics, and intent.
• Drive repeat engagement, reactivation, and long-term relationships.
• Identify bottlenecks, drive revenue through CRM initiatives, and collaborate with marketing.
• Manage CRM Executives/Managers, set targets, and ensure high-quality interactions.
• Build SOPs, scripts, and training; own multi-channel communications.
• Move from spreadsheets to scalable CRM tools and automation workflows.
• Collaborate with doctors, care teams, and clinics; refine messaging with marketing.
• Track CRM metrics, generate insights, and build leadership dashboards.

Skills

CRM strategy

Lead qualification

Team leadership

Communication

Empathy

Startup experience

Tools

CRM tools

Automation platforms

Data tracking tools

Job description

About Us:

Luma fertility is a next-generation fertility company founded by a second-time entrepreneur and backed by marquee VC funds. Our mission is to revolutionize the fertility space with a customer-centric and tech enabled approach. We aim to create a gold-standard IVF experience with in-house doctors, best success rates, and advanced protocols. Our services include egg freezing and IVF, with a vision to deliver IVF 2.0 in India through best-in-class customer experience.

Role Overview

We are looking for a CRM Lead to own and drive Luma’s end-to-end patient lifecycle management and conversion strategy. This role goes beyond execution — you will be responsible for designing CRM strategy, improving lead-to-conversion funnels, and driving patient engagement and retention at scale.

You will lead the CRM function across channels (calls, WhatsApp, SMS, automation), manage the team, and work closely with marketing, care specialists, and clinic teams to deliver a seamless and high-converting patient journey.

Key Responsibilities

1. CRM Strategy & Funnel Ownership

• Own the end-to-end patient lifecycle from lead generation to consultation, treatment, and retention
• Design and optimize lead-to-conversion funnels, reducing drop-offs at each stage
• Build segmentation strategies based on patient behavior, demographics, and intent
• Drive repeat engagement, reactivation, and long-term patient relationships

2. Conversion & Revenue Impact

• Identify bottlenecks in the funnel and implement solutions to improve outcomes
• Drive revenue contribution through CRM initiatives (follow-ups, nurturing, upselling services like egg freezing, diagnostics, etc.)
• Work closely with marketing to ensure high-quality lead handling and feedback loops

3. Team Leadership & Operations

• Manage and mentor CRM Executives / Managers handling patient communication
• Set daily/weekly targets for calls, follow-ups, and conversions
• Ensure high-quality, empathetic, and consistent patient interactions
• Build SOPs, scripts, and training frameworks for the CRM team
• Own communication across channels: calls, WhatsApp, SMS, email
• Design and implement automated workflows and drip campaignsEvaluate and implement CRM tools beyond basic tracking (move from Google Sheets to scalable systems if needed)
• Ensure timely and effective follow-ups across all touchpoints

5. Cross-functional Collaboration

• Work closely with doctors, care specialists, and clinic teams to ensure seamless scheduling and patient experience
• Partner with marketing to refine messaging, campaigns, and targeting
• Act as the bridge between patient experience and internal teams

6. Data, Reporting & Insights

• Track and analyze key CRM metrics:
• Generate actionable insights to improve communication and funnel performance
• Build dashboards and reporting systems for leadership visibility

Qualifications & Skills

• 5+ years of experience in CRM, inside sales, or patient coordination roles (preferably in IVF, healthcare, or high-touch services)
• Strong understanding of fertility treatments (IVF, IUI, egg freezing, etc.) is preferred
• Proven experience in improving conversion funnels and managing teams
• Excellent communication skills (English, Hindi; regional language is a plus)
• Experience with CRM tools, automation platforms, and data tracking
• Ability to combine empathy with performance-driven execution
• Comfortable working in a startup / high-growth environment

What Success Looks Like (KPIs)

• Improved lead-to-consultation and consult-to-treatment conversion rates
• Reduced lead drop-offs and response times
• Strong patient satisfaction and experience scores
• Efficient and scalable CRM processes and systems