To manage and support the hospital's CRM ecosystem, ensuring effective digital lead management, campaign tracking, lead funnel monitoring, call centre integration, IVR functionality and seamless system interfaces.

Key Responsibilities

A. CRM Management & Application Support

• Manage day-to-day CRM operations, user support and troubleshooting.

• Monitor system performance, user access and data accuracy.

• Coordinate with vendors for system maintenance, upgrades and enhancements.

B. Digital Lead & Funnel Management

• Monitor leads generated through the hospital website, Google, social media and other digital platforms.

• Ensure accurate lead capture, source tagging, allocation and follow-up tracking.

• Monitor the complete lead funnel from enquiry to appointment and patient conversion.

• Identify lead drop-offs, pending follow-ups and conversion gaps.

C. Digital Campaign Management & Tracking

• Monitor and track digital campaigns across Google Ads, Meta and other platforms.

• Ensure campaign-wise lead attribution using UTM parameters and CRM integration.

• Track campaign performance, lead quality, cost per lead (CPL) and conversion ratios.

• Coordinate with the Digital Marketing team and external agencies.

D. Call Centre & IVR Management

• Support CRM integration with inbound and outbound call centre operations.

• Monitor call volumes, missed calls, call-backs and lead follow-ups.

• Manage and monitor IVR configuration, call routing, extensions and voice prompts.

• Ensure integration of telephony, call recording and IVR systems with CRM.

• Generate call centre performance and call conversion reports.

E. CRM Interface & System Integration

• Monitor CRM integration with HIS/HMS, hospital website, telephony and other applications.

• Ensure seamless data flow and synchronisation across integrated platforms.

• Coordinate with vendors and IT teams for API integration, troubleshooting and system enhancements.

• Monitor interface failures and ensure timely resolution.

F. MIS & Performance Reporting

• Prepare daily, weekly and monthly reports on digital leads, campaigns, call centre performance and conversion.

• Develop dashboards for lead funnel tracking and campaign performance.

• Analyse lead response time, conversion ratios and campaign effectiveness.

• Provide management with accurate reports and actionable insights.

3. Educational Qualification

• Bachelor's degree in Computer Science, IT, Computer Applications or a related discipline.

• Relevant CRM or IT certifications will be an added advantage.

4. Experience

• 2–4 years of experience in CRM operations, application support or digital operations.

• Healthcare CRM, HIS/HMS integration and call centre technology experience will be preferred.

5. Technical Skills

• Working knowledge of CRM platforms such as Salesforce, Zoho or Microsoft Dynamics.

• Basic understanding of SQL, APIs and system integration.

• Familiarity with Google Ads, Meta Ads, Google Analytics and UTM tracking.

• Knowledge of IVR, telephony and call centre applications.

• Good proficiency in Excel, MIS and dashboard reporting.

• Strong analytical, troubleshooting and coordination skills.