Job Title

We are looking for a visionary and patient-centric General Manager – CRM to lead the transformation of our Customer Relationship Management ecosystem across the healthcare continuum. In this strategic role, you will build a connected, personalized, and intelligent CRM framework that enhances patient engagement, improves care outcomes, and drives trust and loyalty. You will oversee the entire CRM vertical—from strategic roadmap development to execution across digital and physical channels—while ensuring compliance, security, and innovation in a rapidly evolving healthcare landscape. Key Responsibilities Strategic CRM Leadership: Define and execute a holistic CRM strategy that delivers personalized, timely, and relevant patient engagement across the care journey—from awareness to wellness. Patient Lifecycle Management: Own and optimize omnichannel engagement strategies across patient touchpoints: appointment scheduling, onboarding, care reminders, post-treatment follow-ups, wellness programs, and beyond. MarTech Enablement: Oversee CRM platforms (e.g., Salesforce Health Cloud, Microsoft Dynamics, Adobe Campaign), integrating EHR/EMR systems, patient portals, and CDPs to deliver 360° patient views. Personalized Engagement: Leverage AI, predictive analytics, and behavioral data to create hyper-personalized journeys tailored to patient profiles, health conditions, and preferences. Data-Driven Campaigns: Lead data segmentation, A/B testing, and campaign orchestration for high-impact messaging—ranging from preventive care nudges to complex treatment reminders. Team & Stakeholder Leadership: Lead a cross-functional CRM team of analysts, marketers, and technologists while partnering with clinical, IT, compliance, and operations teams to align strategies. Loyalty & Retention Programs: Innovate patient loyalty initiatives, wellness incentives, and educational engagement to drive adherence and lifetime value. Compliance & Privacy Stewardship: Ensure all CRM practices align with regional health data protection regulations. Insights & Reporting: Develop dashboards and reporting frameworks to track key KPIs: engagement rate, NPS, appointment adherence, reactivation, and overall patient satisfaction. Future-Ready Innovation: Introduce emerging technologies such as conversational AI, virtual health touchpoints, and zero-party data strategies to future-proof patient engagement. Ideal Candidate Profile 12+ years of experience in CRM, digital health, or patient engagement, with 5+ years in a leadership capacity. Experience working in healthcare, hospitals, healthtech, or wellness ecosystems. Expertise in CRM technologies and integration with healthcare systems (EHRs, portals, wearables, etc.). Deep understanding of regulatory frameworks and healthcare communication standards. Strong strategic thinking, analytical skills, and the ability to translate insights into action. Experience leveraging AI/ML in customer or patient-facing programs. Proven ability to lead cross-functional teams and manage change in complex environments. Passion for improving lives through personalized, tech-enabled care experiences