Salauno, Patient Relationship Strategy Manager

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About the portfolio organization

Salauno is company dedicated to eliminating needless blindness in Mexico by offering accessible, low-cost, high quality ophthalmology services through a hub & spoke model.  With a network of 20 clinics, Salauno is Mexico´s largest eye care provider offering services including general and specialty ophthalmic consultations, surgeries (cataract, retina, glaucoma, cornea, etc.), optical shop and ophthalmic pharmacy.   One in every five of our cataract patients are treated through our cross-subsidy program, which provides access to low income patients by reducing the cost of surgery by 70% and is funded by profits generated from full-paying patients.

About the Fellowship role

We are looking for an enthusiastic and committed individual to lead the development and implementation of our Patient Relationship Strategy.  We currently use Salesforce as the platform for our electronic medical record and have an opportunity to use this powerful CRM to improve our communication with patients, improve adherence to treatment and increase life-time value.

Location: Mexico City, Mexico
Employment: Full-time, one-year Fellowship
Starting Date: asap


Key responsibilities

  • Understand and map our patient's journey through our main services
  • Identify the steps of the journey in which we could add the most value using our CRM
  • Understanding the Company's strategy and prioritizing those steps
  • Working with Commercial and Operations teams to design strategies to add value at those points in the journey that are of highest priority
  • Working with IT team to implent strategies into CRM
  • Develop KPIs to measure effectiveness and impact of strategies
  • Manage performance of strategies and implement adjustments
  • Document proceses, strategies and findings
  • Provide support to Commercial Director in general management and strategic initiaves of the area


  • 6-8 year work experience in marketing or customer relationship related roles
  • Experience managing projects with multiple stakeholders
  • Experience in designing and implementing customer journeys using CRM and omnichannel strategies
  • Result- and action-oriented
  • Experience using Salesforce is a plus
  • MBA is a plus
Must Haves
  • Basic Spanish skills (intermediate a plus)
  • Experience with customer relationship management systems

About the LGT Impact Fellowship

As part of LGT Venture Philanthropy's and Lightrock's strategic efforts to scale positive impact, the LGT Impact Fellowship was established to provide additional know-how and capacity to portfolio organizations and companies. Each year a limited number of professionals are nominated to work full-time for one year with the organizations and companies supported by LGT Venture Philanthropy and Lightrock in Latin America, Africa and India as per the above job description.

How to apply

Submit your application via the "Apply" button. Please note that we only accept online applications and that multiple applications are not allowed. However, you are invited to mention additional preferences in your application.
Moreover, please make sure to read all information in the application form carefully and answer the questions accordingly (additional information about the questions are marked with "i").