Customer Lifecycle Manager

Company Description

ASG Eye Hospital is a leading chain of over 165 super specialty eye hospitals across more than 85 cities in India, offering comprehensive eye care services. Established by eye experts from AIIMS, New Delhi, ASG provides expert ophthalmic care and advanced treatments for a wide range of ocular sub-specialties. The hospital group is renowned for its cutting-edge technology and highly skilled surgeons with vast surgical experience. ASG Eye Hospital has been recognized with prestigious awards, including the "Young Entrepreneur Award" by the Times of India in 2013 and the "All India Achievers Award" in 2009-10.

Role Description

We’re looking for a driven and insight-led Customer Lifecycle Manager to design, manage, and optimise the patient engagement journey across all touchpoints — from acquisition and onboarding to retention and advocacy. You will play a key role in deepening patient relationships through data backed campaigns, personalisation strategies, and lifecycle-based communication plans. This is both a strategic and executional role, where you’ll work across CRM, email, SMS, WhatsApp, and other lifecycle channels to craft high-value, timely and relevant experiences for our patients. This role sits at the intersection of marketing, tech, and operations — ideal for someone who can think in journeys, write sharp briefs, analyse behaviour, and collaborate across functions to drive outcomes like repeat visits, referrals, and long-term loyalty

Lifecycle Strategy - Map the complete patient journey across touchpoints and define high-impact moments Build lifecycle frameworks based on user intent, appointment patterns, seasonality and medical needs Define and update lifecycle stages across segments (new, repeat, chronic, inactive, etc.) Partner with marketing, product, and ops teams to evolve a frictionless experience across each lifecycle stage. Identifying the right CRM tools, communication platforms, and integration partners suited to our scale and needs.

Campaign Planning & Execution - Own end-to-end CRM communication plans – Email, SMS, WhatsApp, Push (if/where applicable) Evaluate and compare platforms run pilot campaigns, and lead final implementation. Ideate, brief and collaborate with creative and tech teams to build personalised campaigns Design automated journeys – onboarding, post-appointment follow-ups, dormant user nudges, reactivation, etc. Create regular drip campaigns for chronic care, surgery conversion, or missed appointment flows Work with internal tech and operations teams to set up repeatable, scalable processes that support the lifecycle journeys

Retention & Engagement - Build strategies to improve patient retention and reduce attrition/drop-off rates Create segmentation logic based on medical history, visit frequency & platform behaviour Design engagement loops – newsletters, health reminders, recovery support messages A/B test subject lines, copy, timing and formats for continuous optimization.

Data, Tools & Performance - Track open rates, CTRs, conversions, opt-outs, repeat appointments, and lifetime value Use data insights to improve segmentation, campaign timing, and messaging Collaborate with data and tech teams to ensure clean, updated, and actionable data Generate monthly reports to review performance, retention trends, and opportunities Comfortable interpreting data, identifying performance trends, and using analytics to inform strategy and improve campaign outcomes. Familiarity with tools like CleverTap, MoEngage, Netcore, Salesforce Marketing Cloud, Exotel, Zoho etc. is a must

Qualifications

• Strong skills in Customer Satisfaction and Customer Service
• Has 5 to 7 years of experience in CRM, lifecycle marketing, retention or customer experience
• Has worked in high-volume, multi-location, consumer-facing industries like healthcare, ecomm, fintech or QSR
• Understands how to design and run automated journeys across email/SMS/WhatsApp platforms
• Has a strong grasp of campaign metrics, retention KPIs and user segmentation models Is
• Analytical yet creative — able to interpret data and modify campaigns in an agile way
• Has experience working cross-functionally with marketing, product, data, and tech
• Writes clear, concise campaign briefs and is comfortable collaborating with content teams
• Is deadline-oriented, structured, and comfortable juggling multiple journeys at once
• Prior experience in healthcare or hospital chains is preferred but not mandatory