Customer Relationship & Sales Executive

Luma fertility; Mumbai; Sur place; INR 300 000 - 500 000; Plein temps

Résumé du poste

Luma fertility in Mumbai seeks a CRM Executive to manage patient communications and drive lead-to-consultation conversions in the IVF space. You will actively call leads, follow up via WhatsApp/SMS, and maintain CRM records to ensure a seamless patient journey.

You will collaborate with care specialists and doctors, educating patients about IVF, egg freezing, and diagnostics with empathy. Prior experience in fertility settings and startups is a strong plus.

Qualifications

• 1–3 years of experience in a CRM or tele-calling role within an IVF clinic, fertility center, or women\u2019s health setup.
• Strong communication skills in English, Hindi, and a regional language are preferred.
• Good understanding of fertility treatments like IVF, IUI, egg freezing, etc.
• Comfortable working with CRM tools and digital platforms for follow-up and tracking.
• Passion for making a positive impact in the women\u2019s health space is a plus.
• Experience in a startup or high-growth environment is a plus.

Responsabilités

• Make daily outbound calls to leads, inquiries, and existing patients to explain treatment options, guide next steps, and answer questions.
• Conduct timely follow-ups via calls, WhatsApp, and SMS to maximize conversions and reduce drop-offs.
• Maintain accurate and updated records in the CRM system (Google Sheets)
• Coordinate with care specialist, doctors, and clinic teams to ensure smooth appointment scheduling.
• Educate patients on our services (IVF, egg freezing, diagnostics) with empathy and clarity.
• Help reactivate dormant leads through re-engagement campaigns and personalized follow-ups.
• Track lead status, call outcomes, and feedback to assist the marketing and care teams in optimizing communication strategies.
• Ensure excellent patient experience by providing timely, respectful, and helpful communication at all touchpoints.

Connaissances

CRM tele-calling

English communication

Hindi communication

Regional language

Fertility/IVF knowledge

CRM tools

Startup experience

Description du poste

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:

We are looking for a CRM Executive with prior experience in the IVF or fertility space to manage patient communications and improve lead-to-conversion outcomes. This role involves proactive calling, follow ups, and coordination to ensure patients are guided seamlessly from inquiry to consultation. You will be the voice of Luma - providing information, building trust, and supporting patients through their decision making process.

Key Responsibilities:

• Make daily outbound calls to leads, inquiries, and existing patients to explain treatment options, guide next steps, and answer questions.
• Conduct timely follow-ups via calls, WhatsApp, and SMS to maximize conversions and reduce drop-offs.
• Maintain accurate and updated records in the CRM system (Google Sheets)
• Coordinate with care specialist, doctors, and clinic teams to ensure smooth appointment scheduling.
• Educate patients on our services (IVF, egg freezing, diagnostics) with empathy and clarity.
• Help reactivate dormant leads through re-engagement campaigns and personalized follow-ups.
• Track lead status, call outcomes, and feedback to assist the marketing and care teams in optimizing communication strategies.
• Ensure excellent patient experience by providing timely, respectful, and helpful communication at all touchpoints.

Qualifications & Skills:

• 1–3 years of experience in a CRM or tele-calling role within an IVF clinic, fertility center, or women's health setup.
• Strong communication skills in English, Hindi, and one regional language preferred.
• Good understanding of fertility treatments like IVF, IUI, egg freezing, etc.
• Comfortable working with CRM tools and digital platforms for follow-up and tracking.
• Passion for making a positive impact in the women’s health space is a plus
• Experience in a startup or high-growth environment is a plus