Responsibilities

•  Act as the Customer Advocate: Represent customer needs in internal discussions and ensure our offerings and messaging align with their expectations and feedback.
• Cross-Team Liaison: Collaborate with Marketing, Call Center teams, Clinic Operations, and Senior Management to ensure the customer experience is seamless, empathetic, and consistently excellent.
• CRM Strategy & Execution: Develop lifecycle-based communication strategies to increase retention, drive rebookings, and deepen loyalty.
• Campaign Planning: Lead and execute communication across email, SMS, WhatsApp, and in-app platforms—ensuring content is personalised, timely, and aligned with brand tone.
• Feedback Loops: Establish and maintain systems for collecting and analysing customer feedback and reviews. Translate insights into action plans.
• Journey Mapping: Identify gaps and friction in the patient customer journey—before, during, and after appointments—and work with relevant teams to resolve them.
• Project Leadership: Initiate and drive projects that improve customer satisfaction and overall LTV, including loyalty programs, referral campaigns, and reactivation initiatives.
• Performance Monitoring: Track CRM campaign performance and customer metrics; share regular reports with insights and recommendations.

Requirement :

• Familiarity with CRM tools like Zoho, HubSpot, or similar platforms
• Comfortable working cross-functionally and handling multiple stakeholders
• Strong communication and project management skills
• Analytical mindset with an ability to derive actionable insights from data
• Empathy for customers and a passion for enhancing their experiences
• Awareness of or interest in the beauty, skin, or wellness space

Qualifications and Education Requirements

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

Experience

• 3–5 years of experience in CRM, customer engagement, or retention-focused roles