Customer Relationship Management Lead

Location: Rajkot, Gujrat

Experience: 3–7 Years

Employment Type: Full-time

Working Days: 6 days a week

Compensation: Competitive salary + performance-based incentives

About the role:

We are looking for a CRM Lead to take ownership of the patient inquiry and relationship management function at Shashwat Hospitals.

This is a hands-on, patient-facing role. You will be one of the first points of contact for people exploring fertility care with us — responding to inquiries, speaking with patients over calls, understanding their needs, addressing initial questions, coordinating consultations and ensuring timely follow-ups.

The role requires someone who can combine strong communication and relationship-building skills with a high degree of ownership and execution. As the CRM function grows, you will also play a key role in building processes, monitoring performance and guiding the CRM team.

Key Responsibilities:

• •Own the day-to-day management of patient inquiries and ensure timely responses and follow-ups.
• •Act as an important first point of contact for prospective patients, creating a warm, empathetic and professional experience.
• •Handle inbound inquiries and proactively connect with patients through calls and other communication channels.
• •Understand each patient's requirements and guide them towards the appropriate consultation or next step.
• •Communicate relevant information about Shashwat Hospitals' services, consultations and patient journey in a clear and reassuring manner.
• •Coordinate with doctors, clinical and operations teams to facilitate a smooth consultation experience.
• •Maintain consistent follow-ups with prospective patients and ensure inquiries are effectively managed through each stage.
• •Build trust and rapport with patients while maintaining a high standard of communication.
• •Maintain accurate and updated patient inquiry records and follow-up information in the CRM.
• •Track CRM metrics and identify opportunities to improve response time, follow-up quality and consultation conversions.
• •Take ownership of daily CRM performance and ensure strong execution of established processes.
• •Identify gaps in the patient communication journey and proactively suggest improvements.
• •Work closely with internal teams to ensure a seamless experience from the first inquiry through consultation.
• •As the team grows, mentor, guide and manage CRM executives, helping establish strong processes and performance standards.

What we are looking for:

• •3–7 years of experience in CRM, patient relationship management, customer experience, healthcare coordination, inside sales or a similar client-facing role.
• •Strong experience in handling calls, managing inquiries and maintaining consistent follow-ups.
• •Excellent verbal and written communication skills.
• •Strong interpersonal skills and the ability to build trust and rapport with patients.
• •A naturally empathetic, patient and service-oriented approach.
• •Strong ownership and the ability to independently manage responsibilities.
• •Comfortable working with performance metrics and taking accountability for outcomes.
• •Highly organised with strong attention to detail and follow-through.
• •Prior experience in healthcare, hospitals, clinics, fertility or IVF will be preferred.
• •Prior experience mentoring or managing a team will be an added advantage.

What can you expect:

• •Competitive fixed compensation with performance-based incentives.
• •An opportunity to take ownership of a key patient-facing function.
• •The opportunity to work closely with clinical and business teams in a growing fertility care organization.
• •Scope to build and eventually lead a larger CRM team as Shashwat Hospitals continues to expand.
• •The opportunity to contribute to a patient experience built around clarity, empathy, transparency and personalized care.

Please note: This is a 6-day working week role based out of our Rajkot, Gujrat office.