Manager - CRM & Catchment Marketing - Medical Centre

Position: CRM & Catchment Marketing Manager

Reports to: Head of Marketing

Company Profile:

- We are India's 1st chain of medical centres for the accurate diagnosis and non-surgical treatment of back and neck pain, in both chronic and severe cases. Founded in 2011, we now have 22 clinics across 4 cities (Mumbai, Delhi, Pune, and Bangalore).

- With over 200 spine specialists, and an expert orthopedic panel comprising of India's leading spine surgeons, we are the world's largest team of medical professionals dedicated to understanding, researching, diagnosing and treating spinal disorders.

- We have a success record of 91% in treating even the most severe conditions and have delivered complete non-surgical recovery to over 8000 patients, who had been prescribed surgery. Our greatest win is the use of technology to eliminate the blind-spot in the detection of the cause of back pain

Role of the CRM & Catchment Marketing Manager

- Since 2011, we have consulted over 1 lac patients across the 22 clinics. At this juncture establishing a robust CRM & Catchment Marketing strategy is a key business priority for the next phase of growth

- Since this is a new function introduced centrally, you will play a crucial role in the overall design and the execution in this domain. The purpose is to:

- Establish a high brand recall amongst discharged patients through high quality ongoing communication on different platforms. The aim is that any patient who has a recurrence must reach out to us. (Key Metric - Repeat Patients/ Patients)

- Define consumer touch-points during the treatment journey of a patient and understand the key elements that affect their overall experience and influence it (Key Metrics - Patient Referrals/ Patients completing their treatment protocol/ NPS Score)

- Define the top target catchments for every Qi Spine Clinic and drive brand awareness amongst the population within that catchment through various BTL and CRM initiatives (Key Metric - Improvement in New Patients numbers from Target Catchments)

- In order to execute this role, you will need to have a high data orientation and an analytical approach to problem solving. You will need to study and monitor the patient data closely to understand areas of improvement and execute a more evidence based approach to drive CRM and new patients through Catchment Marketing

- You will need to collaborate with other departments that influence the patient's experience during their treatment journey in Qi Spine Clinic and work closely with them to drive high quality patient experience.

- You will be responsible for ensuring best practices and user adoption post-implementation continues to evolve and improve as CRM is further developed

- You will need to familiarise yourself with the latest technology advancements to digitalise the CRM process as it evolves

- You will need to work closely with the respective clinic stakeholders and the marketing team to execute the local catchment marketing strategy. You will need to define the marketing channels and the communication to reach out to our target audiences within the specific local catchments.