Customer Relationship Executive

<< Email - 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 time off

Provident Fund

Work Location

In person