We are seeking a Techno-Functional Lead to drive the CRM, mobile application, and omni-channel technology initiatives for our healthcare single-specialty chain, which operates multiple specialties as distinct business entities. The ideal candidate will be hands-on, combining strong technical expertise with deep business acumen to align digital platforms with organizational goals. This role requires the ability to design, implement, and manage patient-centric digital solutions while enabling seamless collaboration across specialties, ensuring an integrated omni-channel experience.

Key Responsibilities

CRM Strategy & Execution:

- Own end-to-end CRM platform strategy, implementation, and optimization.

- Enable patient engagement, retention, and personalized care journeys across specialties.

- Define workflows, automations, and integrations with clinical and non-clinical systems.

Mobile Applications & Omni-Channel Platforms:

- Lead the development and management of mobile apps for patients and clinicians.

- Ensure omni-channel integration (mobile, web, call center, in-clinic) to deliver a unified patient experience.

- Collaborate with specialty teams to tailor apps and platforms to unique business needs.

Technical Leadership:

- Translate business requirements into scalable technical solutions.

- Act as the bridge between business stakeholders, vendors, and technical teams.

- Ensure hands-on involvement in system architecture, APIs, and integrations with HIS/EMR, payments, and third-party services.

Business & Functional Ownership:

- Partner with business leaders to understand specialty-specific requirements.

- Deliver solutions that balance operational efficiency with superior patient experience.

- Create reporting frameworks and dashboards for leadership decision-making.

Governance & Compliance:

- Ensure adherence to data privacy and healthcare compliance (HIPAA-equivalent, Indian standards).

- Define governance for CRM data, patient information, and multi-specialty integrations.

Qualifications & Experience:

- 8-12 years of experience in techno-functional roles within healthcare, retail, or service industries.

- Proven expertise in CRM platforms (Salesforce, MS Dynamics, Zoho, or equivalent).

- Strong experience in mobile application lifecycle management (Android, iOS).

- Exposure to omni-channel systems and integrations (chat, IVR, WhatsApp, patient portals, etc.).

- Hands-on technical background in APIs, databases, middleware, and integrations with HIS/EMR systems.

- Strong business acumen with ability to engage stakeholders across specialties and functions.

- Prior experience in healthcare technology or multi-entity businesses is a strong advantage.

Key Competencies:

- Hands-on technical problem solver with strategic thinking ability.

- Excellent stakeholder management and cross-functional collaboration.

- Strong understanding of patient journey mapping and healthcare service workflows.

- Analytical mindset with experience in dashboards, KPIs, and reporting.

- High ownership, adaptability, and execution focus.