CRM Executive

Location: Andheri East, Mumbai
Work Mode: Work from Office
Working Days: 6 Days a Week
Role Type: Full-Time
Compensation: Competitive Salary + Performance-Based Incentives
About Luma Fertility
Luma is building the future of fertility care in India — patient-first, technology-enabled, and focused on creating a more thoughtful and seamless fertility experience.
We are a growing fertility company backed by leading investors and are building a team that combines empathy, ownership, and high-quality patient engagement.
About the Role
We are looking for a CRM Executive who will be responsible for managing patient interactions and ensuring a smooth journey from the initial enquiry through consultation and follow-ups.
This role is ideal for someone who is empathetic, confident on calls, organised, and comfortable working in a target-oriented environment. You will be an important point of contact for patients and will play a key role in creating a warm and positive experience.
Key Responsibilities
Handle inbound and outbound calls with prospective and existing patients.
Follow up with leads and enquiries through calls and WhatsApp.
Understand patient requirements and provide relevant information about the next steps.
Schedule and coordinate consultations and appointments.
Maintain regular follow-ups with patients and ensure leads are effectively tracked.
Build strong relationships with patients through clear, empathetic, and professional communication.
Update and maintain accurate patient and lead information in the CRM system.
Coordinate with doctors, clinical teams, and internal stakeholders to ensure a seamless patient experience.
Work towards defined conversion and follow-up targets.
Identify opportunities to improve patient engagement and lead conversion.
Handle patient queries professionally and escalate concerns to the appropriate team when required.
What We’re Looking For
1–4 years of experience in CRM, patient coordination, inside sales, telecalling, customer relationship management, or a similar role.
Experience in healthcare, fertility, IVF, hospitals, clinics, or wellness will be an advantage.
Excellent verbal and written communication skills.
Strong interpersonal and relationship-building abilities.
Empathetic and patient-centric approach.
Comfortable making frequent calls and following up with leads.
Good organisational and follow-up skills.
Comfortable working with CRM systems, Excel, WhatsApp, and other communication tools.
Ability to work in a fast-paced, growing environment.
Strong ownership and a results-oriented mindset.
Why Join Luma?
Be part of a high-growth fertility company transforming the patient experience.
Work closely with a young, ambitious, and collaborative team.
Opportunity to grow with the organisation as we expand.
Performance-based incentives in addition to your fixed compensation.
Exposure to healthcare, patient experience, CRM, and business operations.
Important Details
📍 Location: Andheri East, Mumbai
📅 Working Days: 6 Days a Week
💰 Salary: Competitive + Performance-Based Incentives
🏢 Work Mode: Work from Office

Work arrangement
No