Customer Relationship Management Manager

<strong>Company Description </strong> Nephrocare India is a premier renal care institute located in the heart of Kolkata, founded and directed by Dr. Pratim Sengupta. The institute provides comprehensive, holistic care for a wide range of kidney-related conditions, including chronic and genetic kidney diseases, glomerular disorders, urological problems, and end-stage renal disease requiring dialysis or transplant. Nephrocare is equipped with state-of-the-art laboratory and diagnostic facilities through Carepath India, as well as an in-house pharmacy, Caremed India, offering genuine medicines at attractive discounts. The institute also performs daycare surgeries such as AV fistula creation and perm cath insertion at affordable costs and uses advanced radiological equipment for precise diagnosis and management. A renal-friendly cafeteria within the premises supports patients’ dietary needs, reflecting Nephrocare’s commitment to complete, patient-centered kidney care at accessible prices.<br /><strong>Role Description </strong> The Customer Relationship Management (CRM) Manager is a full-time, on-site role based in Kolkata, responsible for developing and maintaining strong relationships with patients, caregivers, and referring physicians. This role oversees CRM systems and processes, ensuring accurate patient data, effective segmentation, and timely communication across multiple channels. The CRM Manager collaborates with clinical, administrative, and marketing teams to design and implement patient engagement initiatives, loyalty programs, and feedback mechanisms that enhance overall experience and retention. Day-to-day tasks include analyzing CRM data, identifying trends, coordinating outreach campaigns, tracking service quality, and resolving escalated concerns in a professional and empathetic manner. The role also involves supporting sales and service initiatives by aligning CRM strategies with Nephrocare India’s growth objectives and quality standards.<br /><strong>Qualifications<br /></strong> <ul><li>Candidates should possess strong Analytical Skills and experience in Market Segmentation to interpret patient data, identify patterns, and develop targeted engagement strategies. </li><li>Candidates should possess excellent Communication skills to manage patient interactions, collaborate with cross-functional teams, and prepare clear reports and presentations. </li><li>Candidates should possess Sales-related capabilities to support patient acquisition, retention initiatives, and service promotion aligned with Nephrocare India’s objectives. </li><li>Candidates should possess Project Management skills to plan, execute, and monitor CRM initiatives, ensuring timely delivery and effective coordination. </li><li>Relevant experience in healthcare, hospital, or service-oriented industries and prior hands-on work with CRM tools or patient management systems is beneficial. </li><li>A bachelor’s degree in business, marketing, healthcare management, or a related field, along with proficiency in MS Office and basic data analysis tools, is preferred. </li><li>Demonstrated empathy, customer-centric mindset, and the ability to work effectively in a fast-paced clinical environment are highly valued. </li> </ul>