Director - Care Experience and Retention About Us : At Mojocare, we are building a neo-clinic focused on specialty wellness - sexual wellness, PCOS and fertility, mental wellness, skin, hair and weight - conditions that plague half a billion Indians. Humanity has lost its mojo in modern times. At Mojocare, the best talent is working on solving the largest and most interesting problems in consumer health and wellness in a distribution first approach to unlock a massive latent and broken market. Our care experience is full-stack, user centric and personalized - treatment plans that are doctor approved and authentic, uniquely crafted for one's specific wellness goals by our team of reliable clinical experts. Our complete ecosystem goes beyond products, providing the modern consumer access to care and digital monitoring from a community of doctors, therapists, dieticians and wellness experts. Taking care of oneself is no longer a hassle - the future of primary wellness is here, now. We are building and growing a young, vibrant, entrepreneurial and hungry team passionate to get India's and the world's mojo back! Come join us! Job Role : - Design and spearhead the implementation of the overall care and user retention strategy from the health coach touch-points to consultation, digital care monitoring to care provider experience and adherence to treatment and clinical outcomes - Manage Doctor Relations team responsible for on-boarding, training, managing consultation and care experience of in-house and consultant care providers - Manager all productivity and input of in-house physicians (andrologists, psychiatrists, gynecologists, dermatologists, trichologists), dieticians, nutritionists and clinical psychologists - Design and improve on-boarding and training process of all the clinical/health experts on the company objectives, products and tools to deliver the highest grade of consultation experience to the patient - Control churn by maintaining a healthy relationship with the entire panel and addressing their queries within a specified TAT - Design the right payout structure as per the biz needs and ensure timely payments as per the agreed terms and conditions - Ensure the highest quality of consultation to the end consumer and optimize on consumer NPS leading to improved retention of patient care programs - Continually improve SOPs for doctors to be able to deliver best patient outcomes through collection of data, templatization of treatment plans - Design a ticket management system and monitor customer support requests received across various channels including calls, chats, emails and social media - Handle first level pre and post sales enquiries and assign them to relevant departments - Develop scripts and canned responses and coach CS reps accordingly - Control churn by maintaining a healthy relationship with the company's customer base and redress grievances within a specified TAT - Design tools to gauge customer satisfaction and push renewals by cross-sell/up-sell wherever applicable - Analyze reasons for low retention levels among different customer segment and execute measures to improve it by coordinating with marketing, sales and fulfilment teams - Coordinate closely with the sales team to convert sales queries received across various channels including calls, chats, emails and social media - Drive all retention sales strategy leading to improvement in the LTV:CAC metric across all digital channels - Implementation of retention sales programs to ensure collaboration with sales and contributing to sales targets through zero cac repeat sales - Own MIS reporting and ensure data sanity to give real time visibility of important metrics to the senior leadership - Design dashlets and ensure data sanity to give real time visibility of important metrics to the senior leadership - Build a high performance team to deliver operational excellence Requirement : - 6-12 years of experience in Customer Support, Retention and Sales, User Experience and NPS, Healthcare Programs in a B2C healthcare/consumer startup - Experience in a D2C e-commerce and healthcare environment and glued into best practices of user experience and delight adopted by the best consumer tech start-ups - Strong interpersonal skills and the ability to build a team that is customer delight first - Have high user empathy to maintain strong pulse on the company's growing customer base - An analytical bent of mind with an ability to collate, analyze and present data to drive clear insights into the business and make decisions to meet retention KPIs - Full professional proficiency in English and Hindi. Limited/full working proficiency in regional languages is a plus - Undergraduate degree with notable co-curricular achievements - Ability to multitask, set priorities and manage time effectively in a fast paced environment - Healthcare enthusiast who believes in the mission of the company and is excited in building this together - Willingness to relocate to Bangalore (if needed) to work closely with the team (this is not a remote role) Look forward to : - Working with a world-class, high performance team that constantly pushes boundaries and limits, redefines what is possible - Fun & work at the same place with amazing work culture, flexible timings and vibrant atmosphere - Get ready to transform yourself into a A+ supermojo

Bangalore

Mojocare - Director - Care Experience & Retention 

Mojocare - Director - Care Experience & Retention  ,Job Description for Mojocare - Director - Care Experience & Retention  in Mojocare in  Bangalore for (6-12) years of experience. Apply Now!

Job Description for Mojocare - Director - Care Experience & Retention  in Mojocare in  Bangalore for (6-12) years of experience. Apply Now!