Executive - Key Accounts

Job Responsibilities

1\. Customer Management

Single touch point for new and existing customers

Welcome call after new registrations, get finer info and enter in CRE Tracker

Appointment booking help

Appointment reminder 1 day before appointment

Meet and greet on day of appointment hand over to someone else 1 day before if not visiting in your duty hours

Facility tour on 1st or 2nd visit

After second scan or 4th visit, explain packages

In 5th and 6th month, encourage bookings by explaining benefits of early bookings

If not booked by 7th month, offer nutrition workshop

If not booked by 8th month, offer physiotherapy session

In final month, offer post\-natal freebies reduce hassle by booking

If the customer has booked

Call up next day to fix slots for ANC, baby shower if applicable, nutrition and all applicable sessions as per package

Follow up on each individual session after the session like nutrition and physiotherapy

Friendly call in 9th month to check in and also brief on what to buy. Can be clubbed with second last consultation.

Delivery and discharge

Meet and greet when customer has checked in

Call 2 days after discharge offer care at home

Engagement Workshops group sessions

ANC

Baby Shower

Group nutrition workshop

Group physiotherapyyoga session

MBA workshop

Ongoing engagement activities

1st birthday card

2\. Sales

Daily Bed Booking Target Achievement for future

Service to all customer booked for packages

Specific focus on sales for Feb march April

3\. Team management

Managing the group of GREs allotted to you

Responsible for mentoring ,coaching, growth, Up gradation of skills

Setting correct processes within the team

SOP Adherence

Doing regular meetings and updates

Daily Briefing to team with Lobby Manager

Meeting targets set for the team

Daily target Vs achievement

4\. Reporting and Data management

Timeliness and completeness of reports

Accuracy of data

Follow\-ups and closures

Reports to be managed

Enquiries tracker

New registrations tracker complete customer lifecycle

Monthly event tracker for

ANC

Baby Shower

MBA

1st birthday wish tracker main tracker to be maintained by PRO and delegated to CREs

Daily SMS reporting to Lobby Mgr. for Target Vs. Achievement

5\. Workshops group sessions Coordination

Process for Walk\-in enquiriescalls

Welcoming the Guest at Entrance

Escorting the guest to Reception help desk

For New Appointment ReschedulingEnquiry

Package Explanation

Coordination with OP GRE

Coordination with Lab pharma Scan

Coordination for Billing

Other Skills, which includes

Accountability

Professional Attitude and Appearance

Customer Focus

Psychosocial skills Communication Listening SkillsInterpersonalEmpathyEmotional Quotient

Cognitive Skills Critical ThinkingDecision Making Problem SolvingPlanningOrganizingReflective Thinking Assertiveness Crisis ManagementTime ManagementAttentiveness

Preparing and managing records

Professional Ethics Privacy Confidentiality

ProductService Knowledge