ABOUT QI SPINE

QI Spine is India's largest and most specialized chain of spine clinics, operating across 30+ cities with a mission to Avoid Surgery, End Pain. Powered by proprietary DISC technology and a dedicated team of spine specialists, QI Spine has transformed the lives of over 1,00,000 patients through evidence-based, non-surgical care for back pain, neck pain, sciatica, spondylitis, and related conditions. With a rapidly growing patient base spanning first-time visitors, ongoing treatment patients, and discharged alumni, QI Spine's CRM function plays a mission-critical role in ensuring every patient stays engaged, informed, and on track with their recovery – and that the organisation extracts maximum lifetime value from its most important asset: a trust relationship with each patient.

ABOUT THE ROLE

The Manager – CRM & Patient Lifecycle is responsible for building, managing, and continuously optimising QI Spine's end-to-end patient lifecycle management engine. This role owns the full patient journey post-acquisition – from first appointment through treatment completion, discharge, and long-term re-engagement – driving retention, repeat visits, referrals, and patient lifetime value (LTV). This is a data-first, execution-heavy role that demands equal mastery of CRM tools, patient behaviour analytics, multi-channel communication strategy, and cross-functional coordination. The ideal candidate thinks in cohorts, acts in campaigns, and measures everything.

RESPONSIBILITIES

Patient Lifecycle Management
Own every stage of the patient journey from onboarding to reengagement

CRM Strategy & Segmentation
Build intelligent patient segments and lifecycle workflows on the CRM platform

Multi-Channel Campaigns
Execute retention campaigns across WhatsApp, Email, SMS, and outbound calls

Revenue from Retention
Drive repeat visits, package renewals, and upsell to maximise patient LTV

Data, Insights & Reporting
Build dashboards, track cohort health, and translate data into action plans

Cross-Functional Alignment
Partner with clinic, marketing, tech, and counselling teams to close lifecycle gaps

QUALIFICATIONS

MBA / PGDM in Marketing, CRM, or General Management from a reputed institution.
Certifications in CRM platforms (Salesforce, HubSpot, Zoho), marketing automation, or data analytics are a strong advantage.

REQUIRED SKILLS

5–8 years of total experience with at least 3 years in a CRM, lifecycle marketing, or retention marketing role.
Hands-on experience managing a CRM platform end-to-end – segmentation, workflow automation, campaign execution, and reporting.
Experience in Healthcare, D2C, EdTech, Fintech, or any high-volume B2C business with a strong focus on retention and lifecycle management.
Prior experience building or managing WhatsApp Business API journeys, email automation flows, and outbound calling workflows.
Exposure to patient / customer data environments with a strong understanding of data privacy and communication compliance norms.

PREFERRED SKILLS

Proficiency in Salesforce, HubSpot, Zoho CRM, Leadsquared, or equivalent; experience with MoEngage / WebEngage / CleverTap is a strong plus.
End-to-end ownership of multi-channel campaigns – brief to launch to optimisation; strong understanding of A/B testing and campaign analytics.
Comfortable with cohort analysis, funnel reporting, and patient LTV modelling; proficient in Excel/Sheets and BI tools (Metabase, Power BI, or similar).
Ability to design and build trigger-based automation journeys independently; experience with API integrations and webhook-based workflows.
Strong ability to brief content teams on personalised, empathetic patient communication that is clinically accurate and conversion-oriented.
Proven ability to work with tech, operations, clinical, and marketing teams without direct authority.

Retention Marketing Manager