Role Overview:
Vayah Vikas is seeking an energetic and entrepreneurial-minded Lead – CRM to drive member engagement, service delivery, and CRM operations across our chapters. This role will lead a distributed CRM team responsible for managing member enquiries, service coordination, follow-ups, medical camps, and data quality while ensuring timely service delivery and measurable outcomes.
The Lead – CRM will oversee end-to-end CRM operations, coordinate health outreach initiatives including medical camps, implement standardized processes across chapters, analyse performance data, and provide actionable insights to leadership to strengthen member experience and scale impact across Vayah Vikas.
Key Responsibilities:
CRM Operations & Service Delivery
- Own end-to-end CRM operations across all Vayah Vikas chapters.
- Ensure accurate data capture, KYC completion, follow-ups, and timely closure of all member requests.
- Drive member engagement by converting enquiries and memberships into active services.
- Track the complete service lifecycle with clear documentation of closure, pending, and non-closure reasons.
- Ensure all service requests are resolved within defined turnaround timelines (TATs).
Medical Camps & Health Outreach
- Plan, coordinate, and monitor medical camps, vaccination drives, health screenings, and other community health initiatives across chapters.
- Coordinate with hospitals, healthcare partners, doctors, diagnostic partners, and volunteers for successful execution of camps.
- Manage participant registrations, CRM updates, attendance, service referrals, and post-camp follow-ups.
- Track medical camp outcomes, conversions to health services, and member feedback.
- Ensure all camp data is accurately captured and reported in the CRM.
Team Leadership
- Lead, mentor, and manage CRM Executives across chapters.
- Set daily, weekly, and monthly productivity targets.
- Conduct regular performance reviews, coaching sessions, and feedback discussions.
- Build accountability and ensure adherence to CRM processes and service standards.
Reporting & Analytics
- Maintain CRM dashboards and MIS reports for calls, services, memberships, medical camps, and conversions.
- Deliver timely and accurate reports to leadership and the Board.
- Analyse trends, identify service gaps, and recommend improvements.
- Monitor chapter-wise performance, medical camp impact, and conversion metrics.
Process, Technology & Coordination
- Develop and implement SOPs for CRM operations across chapters.
- Ensure consistent CRM usage, documentation, and reporting standards.
- Support the adoption of CRM automation, IVR, chatbot integrations, and digital engagement tools.
- Coordinate with internal teams, healthcare partners, and chapter leads to ensure seamless member service delivery.
Key Performance Indicators (KPIs)
1. Service Delivery Achievement
Deliver quarterly and annual service targets with 90%+ service closure within defined TATs.
2. Conversion & Member Engagement
Achieve 25–30% conversion from enquiries, memberships, and outreach initiatives into services, with 100% follow-ups completed within 7 days.
3. Medical Camp Execution
Ensure 100% of planned medical camps are executed on schedule, with participant data captured in CRM and post-camp follow-ups completed within the defined timeline.
4. CRM Data Quality & Compliance
Maintain 98% CRM data accuracy, 95% KYC completion, and full SOP compliance across chapters.
5. Team Productivity & Governance
Achieve 95% daily call targets and conduct documented monthly performance reviews.
6. Reporting Timeliness & Insights
Deliver 100% on-time MIS reports with less than 3% data error rate and provide at least two actionable insights every month.
Qualifications & Skills Required
- Bachelor’s degree with 3+ years of experience in CRM operations, customer engagement, service delivery, healthcare outreach, or member management.
- Minimum 1 year of experience leading or supervising a team.
- Experience coordinating medical camps, health screenings, vaccination drives, or community outreach programmes is preferred.
- Strong understanding of CRM systems, data management, reporting, and workflow tracking.
- Experience managing high-volume member enquiries and service coordination.
- Excellent communication, coordination, and stakeholder management skills, particularly with hospitals, healthcare partners, and community organisations.
- Strong analytical skills with the ability to interpret CRM data and improve conversion and service outcomes.
- Process-oriented mindset with experience implementing SOPs and improving operational efficiency.
- Empathy and sensitivity toward senior citizens, with the ability to deliver a senior-friendly member experience.
- Fluency in English is required. Knowledge of Kannada is preferred, and Tamil, Telugu, or Hindi will be an added advantage.
What We Offer
- Opportunity to build and strengthen CRM operations and health outreach programmes for one of India’s leading senior citizen organizations.
- A purpose-driven, collaborative work environment focused on improving the lives of older adults through services and preventive healthcare.
- Leadership development and opportunities for career growth within Vayah Vikas.
Pay: ₹600,000.00 - ₹700,000.00 per year
Work Location: In person
