Customer Relationship & Sales Executive

• *About Us:**

Luma fertility is a next\-generation fertility company founded by a second\-time entrepreneur and backed by marquee VC funds. Our mission is to revolutionize the fertility space with a customer\-centric and tech\-enabled approach. We aim to create a gold standard IVF experience with in\-house doctors, best success rates, and advanced protocols. Our services include egg freezing and IVF, with a vision to deliver IVF 2\.0 in India through best\-in\-class customer experience.

• *Role:**

We are looking for a CRM Executive with prior experience in the IVF or fertility space to manage patient communications and improve lead\-to\-conversion outcomes. This role involves proactive calling, follow\-ups, and coordination to ensure patients are guided seamlessly from inquiry to consultation. You will be the voice of Luma \- providing information, building trust, and supporting patients through their decision\-making process.

• *Key Responsibilities**

• Make daily outbound calls to leads, inquiries, and existing patients to explain treatment options, guide next steps, and answer questions.
• Conduct timely follow\-ups via calls, WhatsApp, and SMS to maximize conversions and reduce drop\-offs.
• Maintain accurate and updated records in the CRM system (Google Sheets).
• Coordinate with care specialist, doctors, and clinic teams to ensure smooth appointment scheduling.
• Educate patients on our services (IVF, egg freezing, diagnostics) with empathy and clarity.
• Help reactivate dormant leads through re\-engagement campaigns and personalized follow\-ups.
• Track lead status, call outcomes, and feedback to assist the marketing and care teams in optimizing communication strategies.
• Ensure excellent patient experience by providing timely, respectful, and helpful communication at all touchpoints.

• *Qualifications \& Skills**

• 1–3 years of experience in a CRM or telecalling role within an IVF clinic, fertility center, or women's health setup.
• Strong communication skills in English, Hindi, and one regional language preferred.
• Good understanding of fertility treatments like IVF, IUI, egg freezing, etc.
• Comfortable working with CRM tools and digital platforms for follow\-up and tracking.
• Passion for making a positive impact in the women’s health space is a plus
• Experience in a startup or high\-growth environment is a plus

Benefits

• Provident Fund

Work Location: In person