Customer Relationship Management Lead

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

Benefits offered by this job

Performance-based incentives

Opportunity to lead CRM team

Job summary

Luma Fertility, Bandra West, Mumbai, is seeking a CRM Lead to own patient inquiry and relationship management. This is a hands-on, patient-facing role involving responding to inquiries, speaking with patients, coordinating consultations and ensuring timely follow-ups.

The role requires strong communication and relationship-building skills with ownership and execution. As the CRM function grows, you will build processes, monitor performance, mentor CRM executives and help expand a patient-centric

Qualifications

• 3–7 years of experience in CRM and patient relationship management roles.
• Strong communication and relationship-building skills with high ownership.
• Experience in healthcare coordination or fertility/hospital settings is a plus.

Responsibilities

• Own day-to-day management of patient inquiries and timely follow-ups.
• Be the first point of contact for prospective patients with a warm, empathetic approach.
• Coordinate with clinicians and operations to ensure smooth consultations.
• Maintain accurate CRM records and monitor engagement metrics.
• Mentor and manage CRM executives as the team grows.

Skills

CRM experience

Patient relationship management

Communication skills

Team mentoring

Job description

Compensation: Competitive salary + performance-based incentives

Luma Fertility is a patient-centric, technology-enabled fertility care company built around making fertility care more personalised, transparent and supportive.

Our flagship clinic in Bandra West, Mumbai brings together experienced fertility specialists, advanced reproductive care and technology-driven solutions across IVF/ICSI, egg and embryo freezing, fertility testing, second opinions and pre-conception care.

At Luma, the patient experience is central to everything we do. From the first consultation onwards, our approach is designed to give patients clarity, continuity and personalised support throughout their fertility journey. Our Care Navigator model ensures patients have a dedicated point of contact to help them navigate appointments, treatment milestones and the overall care experience.

About the role

We are looking for a CRM Lead to take ownership of the patient inquiry and relationship management function at Luma.

This is a hands-on, patient-facing role. You will be one of the first points of contact for people exploring fertility care with us — responding to inquiries, speaking with patients over calls, understanding their needs, addressing initial questions, coordinating consultations and ensuring timely follow-ups.

The role requires someone who can combine strong communication and relationship-building skills with a high degree of ownership and execution. As the CRM function grows, you will also play a key role in building processes, monitoring performance and guiding the CRM team.

Key Responsibilities

• Own the day-to-day management of patient inquiries and ensure timely responses and follow-ups.
• Act as an important first point of contact for prospective patients, creating a warm, empathetic and professional experience.
• Handle inbound inquiries and proactively connect with patients through calls and other communication channels.
• Understand each patient's requirements and guide them towards the appropriate consultation or next step.
• Communicate relevant information about Luma's services, consultations and patient journey in a clear and reassuring manner.
• Coordinate with doctors, clinical and operations teams to facilitate a smooth consultation experience.
• Maintain consistent follow-ups with prospective patients and ensure inquiries are effectively managed through each stage.
• Build trust and rapport with patients while maintaining a high standard of communication.
• Maintain accurate and updated patient inquiry records and follow-up information in the CRM.
• Track CRM metrics and identify opportunities to improve response time, follow-up quality and consultation conversions.
• Take ownership of daily CRM performance and ensure strong execution of established processes.
• Identify gaps in the patient communication journey and proactively suggest improvements.
• Work closely with internal teams to ensure a seamless experience from the first inquiry through consultation.
• As the team grows, mentor, guide and manage CRM executives, helping establish strong processes and performance standards.

What we are looking for

• 3–7 years of experience in CRM, patient relationship management, customer experience, healthcare coordination, inside sales or a similar client-facing role.
• Strong experience in handling calls, managing inquiries and maintaining consistent follow-ups.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build trust and rapport with patients.
• A naturally empathetic, patient and service-oriented approach.
• Strong ownership and the ability to independently manage responsibilities.
• Comfortable working with performance metrics and taking accountability for outcomes.
• Highly organised with strong attention to detail and follow-through.
• Prior experience in healthcare, hospitals, clinics, fertility or IVF will be preferred.
• Prior experience mentoring or managing a team will be an added advantage.

What can you expect

• Competitive fixed compensation with performance-based incentives.
• An opportunity to take ownership of a key patient-facing function.
• The opportunity to work closely with clinical and business teams in a growing fertility care organisation.
• Scope to build and eventually lead a larger CRM team as Luma continues to expand.
• The opportunity to contribute to a patient experience built around clarity, empathy, transparency and personalised care.

Please note

This is a 6-day working week role based out of our Andheri East, Mumbai office.