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