Location: Cairo, Egypt.
Department: CRM.
Employment Type: Full-Time, On-Site.
About Andalusia
Andalusia Ventures is driving healthcare transformation through innovation, reshaping the healthcare industry from concept to operation. Our subsidiaries form a robust ecosystem focused on patient-centric care, cutting-edge healthcare facilities, and advanced technology solutions.
Job Summary
Lead and supervise the International CRM team to ensure efficient CRM operations, accurate patient data management, timely follow-up, and effective coordination across the international patient journey. The role will ensure the CRM team follows the required processes, maintains data quality, and supports patient conversion, retention, and international healthcare tourism growth.
Key Responsibilities
- Lead, supervise, and monitor the International CRM team.
- Ensure the CRM team follows approved processes, workflows, and SOPs.
- Monitor patient inquiries, leads, follow-ups, appointments, and conversion status.
- Ensure accurate and up-to-date CRM data and patient records.
- Track team performance and CRM KPIs and prepare regular reports.
- Identify operational gaps and ensure corrective actions are implemented.
- Coordinate with Marketing, Business Development, Partnerships, and Operations teams.
- Ensure proper handover and follow-up of international patients throughout the patient journey.
- Monitor response time, follow-up quality, lead status, and conversion rates.
- Support CRM system improvements, automation, dashboards, and reporting.
- Train and coach CRM team members and ensure consistent performance.
- Ensure international patient information is handled according to company policies and applicable privacy requirements.
Requirements
- Experience supervising or leading a CRM / Customer Service / Patient Relations team.
- Experience in healthcare, hospitals, medical tourism, international patients, or a related service industry is preferred.
- Strong understanding of CRM systems, lead management, follow-up processes, and reporting.
- Experience managing team KPIs and operational performance.
- Strong coordination skills with commercial and operational teams.
- Good English communication skills.
- Experience with international/cross-border customers or patients is a strong advantage.
Apply by sending your CV via Email: Fatma-Fathy@Andalusiagroup.net
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