Job Description - CRM Specialist - GluCare
Job Title : CRM Specialist
Reporting Manager : Head of Performance Marketing
Location : Dubai, UAE
Job Type : Full time
Job Summary:
We are seeking a proactive and data-driven CRM Specialist to join our marketing team. The successful candidate will play a critical role in setting up and optimizing our CRM infrastructure, managing patient communication journeys, and driving engagement and retention through effective lead management. This role requires strong analytical skills, attention to detail, and a deep understanding of CRM strategies in healthcare to enhance patient experience, increase treatment package adoption, and optimize the lead conversion pipeline.
Key Responsibilities:
- CRM Infrastructure & Journey Management
- Design, implement, and maintain a comprehensive CRM infrastructure to support effective patient communication.
- Set up and monitor automated patient communication journeys to ensure a seamless experience, from onboarding to follow-up.
- Ensure all communication channels (email, SMS, app notifications) are fully functional and optimized for engagement.
Engagement & Retention Strategies
- Develop and execute strategies to drive patient engagement and satisfaction through timely and personalized communication.
- Collaborate with the marketing team to create and deliver upsell and cross-sell campaigns for treatment packages based on patient needs and preferences.
- Identify key engagement opportunities throughout the patient lifecycle and develop targeted approaches to maximize value.
- Manage and optimize referral and loyalty programs.
Lead Management & Conversion Optimization
- Manage and optimize the lead conversion pipeline within the lead management tool.
- Track lead progress through the pipeline, identifying bottlenecks and opportunities to improve conversion rates.
- Work closely with the sales and front-office teams to ensure a smooth handoff of leads and consistent follow-up processes.
Data Analysis & Reporting
- Analyze CRM data to uncover trends, patient behaviors, and opportunities for improved engagement.
- Provide actionable insights and reports to the marketing and management teams, highlighting key metrics and areas for improvement.
- Conduct A/B testing and evaluate CRM campaign performance, continuously refining strategies to enhance results.
Compliance & Best Practices
- Ensure all CRM activities are compliant with healthcare regulations, data privacy laws, and clinic policies.
- Stay updated on CRM best practices, especially within the healthcare sector, and recommend improvements for patient communications.
Requirements:
- Familiarity with lead management tools and CRM platforms.
- Strong analytical skills and proficiency in data analysis tools (Excel, Google Analytics, CRM analytics dashboards).
Preferred Qualifications:
- Knowledge of healthcare data privacy regulations and patient communication guidelines.
- Demonstrated experience in lead management, patient engagement strategies or upselling healthcare services
