Role Overview

HealthHub Clinics by Al-Futtaim Health is seeking an experienced Patient Relationship Lead to own and optimise customer and patient relationship management across our growing network of outpatient and day-care clinics.

This is a CRM-first role with a strong focus on healthcare sales, lead conversion, lifecycle management, and retention, working closely with clinic teams, sales, and marketing to ensure every lead and patient is effectively managed through structured CRM processes.

Key Responsibilities

CRM & Lifecycle Management

• Own and manage daily CRM operations, governance, and data hygiene
• Ensure accurate lead routing, follow-up workflows, and response SLAs
• Build, execute, and optimise patient lifecycle journeys (onboarding, reminders, reactivation, retention)
• Support CRM automation across email, WhatsApp, and digital campaigns
• Monitor and report on funnel performance, conversion rates, and CRM effectiveness

Healthcare Sales & Clinic Enablement

• Drive lead-to-appointment and lead-to-sale conversion across clinics
• Partner with healthcare sales teams and clinic operations to ensure timely follow-up
• Act as the key link between CRM, sales teams, clinics, and marketing
• Support standardisation of customer and patient handling processes from enquiry to in-clinic visit

Skills

Essential Requirements

• Strong, hands-on working knowledge of a CRM platform (e.g. HubSpot, Microsoft Dynamics, Zoho CRM or similar)
• Previous healthcare sales experience is essential (clinics, hospitals, medical services, healthcare networks)
• Proven experience managing lead pipelines, customer journeys, and conversion metrics
• Strong understanding of CRM-driven lifecycle and retention strategies
• Comfortable working with reports, dashboards, and performance data
• Excellent stakeholder management and coordination skills

Desirable Experience

• Experience working in multi-site healthcare or service-based environments
• Exposure to CRM automation, campaign execution, and lifecycle optimisation
• Experience supporting growth, patient acquisition, or customer engagement initiatives within healthcare