Consumer Care Manager - Healthcare

- You will be developing End-User strategy and campaigns with the objective to drive lead generation and lead execution; increase customer retention and conversion rates; and amplify annual revenue per End-user through up-and cross sell.

- This involves managing existing and developing new End-User relationships, solid campaign management skills and identifying new business opportunities. The Consumer Care Manager will be a true cross-functional role and work with a range of market managers and Sales team and manage Consumer Care to ensure execution with excellence.

- Define and achieve specific sales, marketing and operational targets and KPIs

- Develop integrated End-User lifetime marketing strategy together with local marketing team.

- Develop and apply the appropriate local tactics and activities to the above-mentioned strategies. You will be leading the continuous development of DTC (direct to customer) and other similar programs that may be developed.

- Drive DTC to achieve business ambition focused on Private sector hospitals

- Ensure high marketing effectiveness and ROI on campaigns

- Provide leadership, coaching, appraisal, motivation and development which will enable Consumer Care specialists to achieve their sales targets and set KPIs

- Set individual and team targets and conduct performance review to ensure compliance with call strategy and quality levels

- Drive and own weekly/monthly/quarterly/yearly consumer data analysis (product wise, hospital, rep wise and region wise)

- You will be reporting to the Head of Marketing and will work closely with marketing team.

Skill Set :

- You have experience of selling in propositions at a senior level. You will be confident in managing internal relationships and will be able to communicate with and influence others in the organization.

- Great team leader with excellent coaching and motivational skills. Team worker with great interpersonal skills

- Systematic and analytical skills are must.

- Demonstrates drive and ambition to grow with a positive and - can do- attitude.

- Set high ambitions and challenge your team

- Be open and honest about performance

- Show visible and decisive leadership

- Focus teams on delivering business results

- High integrity and ethical behavior

Qualification & Experience :

- Strong commercial focus experience as consumer care manager and experience of sales training/coaching

- Min. 5 years- experience with Direct-To-Customer marketing with a proven track record of implementing successful End-User strategies using multiple channels

- Min 3-5 years of team handling experience with strong leadership skills.

- Experience with process mapping and improvement and knowledge of database/CRM as well as telephony system

- Strong process and analytical skills with an analytical approach to marketing and an ability to identify and report on data trends

- Knowledge of database/CRM as well as Call Traffic Management systems

- Proficiency in working with excel/PowerPoint and word.