Position Overview The Customer Relationship Manager (CRM) will be responsible for managing and enhancing Glow's overall client relationship journey, from initial enquiry to consultation, treatment, and post-service engagement.

The role will have a strong focus on client escalation management, lead tracking and conversion, online doctor consultations, review management, and quality auditing of Case Manager interactions.

The CRM will work closely with Case Managers, Doctors, Centre Managers, Front Desk, and Operations teams to ensure every client receives a consistent, professional, and premium experience aligned with Glow's luxury brand standards.

Reporting To

COO

Key Responsibilities1. Client Escalation Management

- Take ownership of client escalations and ensure concerns are addressed promptly and professionally.
- Act as a senior point of contact for complex, sensitive, or high-value client concerns.
- Understand the root cause of complaints and coordinate with relevant teams to identify appropriate resolutions.
- Ensure timely service recovery while protecting the client relationship and Glow's brand experience.
- Maintain an escalation tracker and monitor cases until complete closure.
- Identify recurring complaints and recommend corrective and preventive actions to management.
- Follow up with clients after resolution to ensure satisfaction and rebuild trust where required.

1. Client Enquiry & Lead Conversion Management

- Monitor client enquiries received through various channels, including calls, WhatsApp, website enquiries, social media, digital campaigns, and other lead-generation platforms.
- Maintain accurate data on incoming enquiries and their source.
- Track the complete journey from Enquiry → Contacted → Consultation Booked → Consultation Completed → Treatment Conversion.
- Analyse enquiry-to-consultation and consultation-to-treatment conversion ratios.
- Identify high-performing and underperforming lead sources.
- Work with Case Managers to improve follow-up quality and conversion rates.
- Identify lost, pending, dormant, and unresponsive leads and develop strategies for re-engagement.
- Prepare regular conversion reports and provide actionable insights to management.

1. Online Doctor Consultation Management

- Coordinate and schedule online consultations between clients and Glow's Doctors.
- Ensure clients are contacted and scheduled within the required turnaround time.
- Coordinate with Doctors and Case Managers to ensure availability and smooth consultation scheduling.
- Monitor scheduled, completed, cancelled, and missed online consultations.
- Follow up with clients who have not completed their scheduled consultations.
- Track conversion of online consultations into in-clinic appointments and treatments.

1. Review & Reputation Management

- Monitor client reviews and feedback across relevant platforms, including Google and other approved channels.
- Track positive and negative feedback and identify recurring themes.
- Coordinate appropriate responses to client reviews in line with Glow's communication standards.
- Escalate negative or sensitive reviews to the appropriate management team for resolution.
- Analyse review trends to identify opportunities for improving client experience.

1. Product & Service Feedback Management

- Actively collect and consolidate client feedback on products, treatments, services, and overall experience.
- Identify recurring feedback regarding product efficacy, quality, pricing, availability, packaging, usage experience,



or client preferences.
- Capture feedback received through Case Managers, Front Desk, Doctors, Therapists, reviews, WhatsApp, calls, and direct client interactions.
- Differentiate between product-related concerns, service-related concerns, and client expectations to identify the underlying issue.
- Maintain a structured Product & Service Feedback Tracker and analyse trends periodically.
- Share relevant product feedback and recurring client concerns with Management, Procurement, Operations, Doctors, Therapists, and other relevant teams.
- Highlight products or services receiving consistently positive or negative feedback.
- Identify potential opportunities for introducing new products, services, packages, or improvements based on client needs and preferences.
- Ensure product-related complaints are escalated promptly to the appropriate team for investigation and resolution.
- Track corrective actions and communicate relevant updates to clients where required.
- Provide management with actionable client insights, rather than simply reporting feedback.

1. Quality Auditing of Case Manager Calls

- Conduct regular quality audits of Case Manager calls to clients.
- Evaluate calls against defined quality parameters and communication standards.
- Assess greeting, understanding of client requirements, product/service knowledge, communication, appointment conversion, follow-up, objection handling, upselling/cross-selling, accuracy, professionalism, and closure.
- Maintain individual Case Manager quality scores.
- Identify recurring gaps and provide structured feedback and coaching.
- Track improvement following feedback and training interventions.
- Escalate serious deviations, misinformation, or inappropriate communication to management.

1. Client Follow-up & Relationship Management

- Monitor follow-ups for prospective, existing, inactive, and high-value clients.
- Ensure clients receive timely communication regarding consultations, appointments, treatments, packages, and relevant offers.
- Identify opportunities to re-engage dormant clients.
- Support Case Managers in developing stronger client relationships and improving retention.
- Ensure important client interactions are documented accurately in the relevant CRM/system.

1. Cross-Functional Coordination

- Work closely with Case Managers, Centre Managers, Doctors, Front Desk, Marketing, Procurement, Operations, and other relevant teams.
- Coordinate resolution of client issues that require involvement from multiple departments.
- Ensure client feedback and insights are communicated to relevant stakeholders.
- Support management in implementing client experience and product/service improvement initiatives.
- Identify operational or product gaps that negatively impact the client journey and recommend solutions.

Reporting & Analytics The CRM will be responsible for maintaining and analysing key client experience and conversion data, including:
- Total client enquiries
- Enquiries by source
- Enquiry-to-contact ratio
- Contact-to-consultation conversion
- Consultation-to-treatment conversion
- Overall lead-to-client conversion




- Online consultation bookings
- Online consultation completion rate
- No-show and cancellation rates
- Follow-up completion
- Dormant lead reactivation
- Client escalation volume
- Escalation resolution time
- Review ratings and sentiment
- Case Manager call quality scores

The role should convert this data into actionable insights, rather than simply maintaining reports. Key Performance Indicators (KPIs)Client Experience

- Client Satisfaction Score
- Escalation Resolution Rate
- Escalation Closure Time
- Repeat Complaint Rate
- Review Rating & Sentiment

Lead Conversion
- Enquiry-to-Contact Ratio
- Contact-to-Consultation Conversion
- Consultation-to-Treatment Conversion
- Overall Lead Conversion Rate
- Dormant Lead Reactivation Rate

Online Consultations
- Online Consultation Booking Rate
- Consultation Completion Rate
- Online Consultation-to-Treatment Conversion

Case Manager Quality
- Call Quality Audit Score
- Follow-up Compliance
- Conversion Performance
- Improvement After Coaching

Qualifications & Experience
- Bachelor's degree in Business Administration, Marketing, Healthcare Management, Hospitality, or a related field.
- 3–6 years of experience in Customer Relationship Management, Client Experience, Customer Success, Inside Sales, Healthcare, Hospitality, Beauty, Wellness, or a premium service environment.
- Experience in managing client escalations and analysing conversion data is strongly preferred.
- Experience in call quality auditing, CRM systems, and lead management will be an advantage.

Required Skills & Competencies
- Excellent verbal and written communication.
- Strong client relationship and escalation-management skills.
- Strong analytical and data interpretation abilities.
- Positive understanding of sales funnels and conversion metrics.
- Strong listening and call-auditing skills.
- Ability to coach and provide constructive feedback.
- Excellent problem-solving and decision-making skills.
- Strong attention to detail.
- Ability to handle sensitive and high-value client interactions with discretion.
- Strong Excel/Google Sheets and CRM proficiency.
- Highly organised with excellent follow-up discipline.
- Professional, polished, and service-oriented personality.
- Ability to work in a fast-paced, target-driven environment.

Ideal Candidate Profile The ideal candidate should be highly client-centric, analytical, commercially aware, and confident in handling difficult conversations. They should be someone who can look at a client enquiry not merely as a data point, but understand the entire journey—from the first enquiry and Case Manager call to the online consultation, treatment conversion, review, and long-term relationship.

The individual should have the maturity to handle escalations independently, the analytical ability to identify conversion gaps, and the communication skills to coach Case Managers towards better client interactions and business outcomes.

What Success Looks Like

Success in this role means fewer unresolved escalations, stronger client satisfaction, higher enquiry-to-client conversion, better online consultation utilization, improved reviews, and consistently high-quality Case Manager interactions.

The CRM will play a critical role in ensuring that every client interaction reflects Glow's standards of luxury, professionalism, responsiveness, and exceptional care.

Pay: ₹9,693.16 - ₹31,701.23 per month

Benefits

- Health insurance
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Relationship Manager (Banjara Hills)
🏢 Glow - Skin | Beauty | Wellness
📍 Banjara Hills