Sales and Customer Relationship Executive

\<\< Email us - jackquline@lumafertility.com\>\>

About Us: Luma fertility is a next-generation fertility company founded by a second-time entrepreneur and backed by marquee VC funds. Our mission is to revolutionize the fertility space with a customer-centric and tech-enabled approach. We aim to create a gold-standard IVF experience with in-house doctors, best success rates, and advanced protocols. Our services include egg freezing and IVF, with a vision to deliver IVF 2.0 in India through best-in-class customer experience.

Role: We are looking for a CRM Executive with prior experience in inside sales and customer relationship management in the Healthcare space to manage patient communications and improve lead-to-conversion outcomes. This role involves proactive calling, follow-ups, and coordination to ensure patients are guided seamlessly from inquiry to consultation. You will be the voice of Luma - providing information, building trust, and supporting patients through their decision-making process.

Key Responsibilities

• Make daily outbound calls to leads, inquiries, and existing patients to explain treatment options, guide next steps, and answer questions.
• Conduct timely follow-ups via calls, WhatsApp, and SMS to maximize conversions and reduce drop-offs.
• Maintain accurate and updated records in the CRM system (Google Sheets)
• Coordinate with care specialist, doctors, and clinic teams to ensure smooth appointment scheduling.
• Educate patients on our services (IVF, egg freezing, diagnostics) with empathy and clarity.
• Help reactivate dormant leads through re-engagement campaigns and personalized follow-ups.
• Track lead status, call outcomes, and feedback to assist the marketing and care teams in optimizing communication strategies.
• Ensure excellent patient experience by providing timely, respectful, and helpful communication at all touchpoints.

Qualifications \& Skills

• 1–3 years of experience in a CRM, telecalling role, cold calling, inside sales within an IVF clinic, fertility center, or women's health setup.
• Strong communication skills in English, Hindi, and one regional language preferred.
• Good understanding of fertility treatments like IVF, IUI, egg freezing, etc.
• Comfortable working with CRM tools and digital platforms for follow-up and tracking.
• Passion for making a positive impact in the women’s health space is a plus
• Experience in a startup or high-growth environment is a plus

Benefits

• Paid sick time
• Provident Fund

Work Location

In person