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.
