Sterling Hospital - Senior Manager - Digital Marketing

2. Call Center & Lead Conversion Management

• Integration of Digital & Voice : Bridge the gap between digital lead generation and the sales / conversion process managed by the call center.
• Call Center Operations Oversight : Direct and manage the performance of both inbound (handling patient inquiries from digital campaigns) and outbound (follow-up on leads, patient nurturing) call center operations.
• Conversion Rate Optimization (CRO - Offline) : Optimize the call center script, training, and processes to maximize the conversion rate of digital leads into booked appointments / patient visits.
• Lead Nurturing : Establish automated lead management and nurturing flows in collaboration with the call center team to ensure no lead is dropped and follow-up is timely and effective.

3. Analytics, Tools, and Reporting

• Own digital dashboards : Measure website, social, paid media and SEO key KPIs through structured dashboards. Recommend marketing automation tools
• Reporting & Insights : Generate detailed weekly / monthly performance reports, providing actionable insights to senior management on campaign effectiveness, lead quality, and call center efficiency.
• Budget Management : Own and manage the digital marketing and lead conversion budget, allocating spend across channels for optimal ROI.

4. Healthcare / Hospital Industry Focus

• Compliance : Ensure all digital marketing and call center practices adhere to healthcare regulations (like HIPAA, where applicable) and ethical advertising guidelines.
• Brand Reputation : Actively manage the hospital's online reputation, including handling patient reviews and inquiries across social media and review platforms.
• Stakeholder Management : Collaborate effectively with clinical department heads, IT, and sales teams to align digital initiatives with patient service capacity and business goals.

Desired Profile :

• Master's degree in marketing, or a related field. Certifications in Digital Marketing.
• Proficiency Digital Marketing tools (e.g., Google Analytics 4 (GA4), Google Tag Manager (GTM), CRM systems like Salesforce / HubSpot, marketing automation platforms, paid media dashboards).
• Familiarity with data visualisation tools like Data Studio, Power BI
• 5-8 years of core experience in performance marketing, SEO / SEM analytics - ideally in healthcare, BFSI or multi location service
• Ability to translate medical service into consumer friendly communication themes
• Exceptional communication (written and verbal), presentation, and interpersonal skills.
• Ability to think strategically, analyze data, and make data-driven decisions.
• Ability to collaborate across technical / clinical and non clinical functions.
• Experience in the healthcare or a related service industry is highly preferred

(ref : iimjobs.com)