Requirement:

• Minimum of 10 years of senior management experience in healthcare marketing, client acquisition, or customer service preferably in a hospital setting with a proven track record of driving patient volume growth, strong expertise in healthcare marketing, campaign execution, CRM, and data analysis tools, along with a deep understanding of customer experience strategies and technologies; candidates holding certifications like CCXP or with a medical background will have an added advantage.
• Develop and execute targeted marketing, educational programs, and touchpoint optimization to drive growth, improve ROI, and elevate patient satisfaction and outcomes.
• Design and implement a comprehensive CRM system that combines loyalty initiatives, experience management, and digital engagement to boost referrals, patient acquisition, and ROI.
• Launch programs to reduce service journey times, improve operational efficiency, and increase public awareness of eye health services and healthcare offerings.
• Analyze customer insights to identify opportunities, manage Customer Experience programs and budgets aligned with company goals, and lead team development while staying updated on industry trends and CRM innovations.
• Exceptional skills in customer experience, with comprehensive knowledge principles & best practices, expertise in utilizing and analyzing Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Index (CSI) survey tools to interpret and leverage customer experience data for continuous improvement.
• Excellent communication, interpersonal, and presentation skills, strong leadership and team management abilities, independent and collaborative work style, knowledge of healthcare regulations and compliance, and strong analytical and problem-solving skills.
• Excellent in English, both spoken and written.  A Bachelor's Degree in Marketing, Business Administration, or a related field is required; a Master’s Degree (e.g., MBA, MPH, or equivalent) is preferred.