CRM Manager

We are seeking a skilled and visionary CRM Manager to lead our customer relationship management (CRM) initiatives for a leading healthcare group managing a chain of eye and general hospitals. This role will support the group’s three core business units—LASIK, Phaco, and Optometry—by delivering an end-to-end CRM system, automating related processes, and providing actionable insights through analytics. The ideal candidate combines strategic commercial acumen with a strong technical foundation to drive both customer engagement and revenue growth.

The CRM will report directly to Deputy Group Chief Executive Officer

DUTIES & RESPONSIBILITIES

1.CRM Strategy & Implementation:

Design and implement a comprehensive CRM strategy to optimize customer engagement, retention, and lifetime value across LASIK, Phaco, and Optometry service lines.

Oversee the rollout and integration of CRM tools, ensuring alignment with the organization’s goals and operational needs.

2. Process Automation

Lead automation initiatives related to customer acquisition, booking, follow-up, and post-treatment care.

Identify opportunities to streamline workflows and eliminate inefficiencies within customer management processes.

3. Data Analytics & Insights:

Monitor and analyze customer data to generate actionable insights for targeted campaigns, personalized communication, and cross-selling opportunities.

Produce regular reports for senior management, highlighting trends, customer behavior patterns, and campaign effectiveness.

4. Customer Lifecycle Management:

Develop strategies to engage customers at every stage of the journey, from inquiry to post-treatment care.

Implement loyalty programs to enhance satisfaction and retention together with BUs.

5. Cross-functional Collaboration:

Work closely with BUs, IT, and Operations teams at hospitals to ensure seamless CRM integration.

Coordinate with clinical staff to enhance patient experience and satisfaction.

6. Compliance & Data Security:

Ensure that all CRM activities comply with healthcare regulations and data privacy laws.

Safeguard patient data by implementing robust security measures.

REQUIREMENTS

1. Education:

Bachelor’s degree in Business Administration, Marketing, IT, or a related field.

A master’s degree or certifications in CRM systems (e.g., Salesforce, HubSpot) is a plus.

2. Experience:

5+ years of experience in CRM management, ideally in healthcare or service industries.

Proven experience with CRM software implementation, data management, and process automation.

3. Technical Skills:

Proficient in CRM tools and technologies (e.g., Salesforce, Microsoft Dynamics, HubSpot…).

Strong analytical skills with expertise in data visualization and reporting tools (e.g., Tableau, Power BI).

4. Soft Skills:

Excellent problem-solving and decision-making abilities.

Strong leadership and interpersonal skills to collaborate effectively across departments.

5. Domain Knowledge:

Familiarity with healthcare workflows, particularly in LASIK, PHACO, and Optometry services, is highly desirable.