Job Description — CRM Manager & Analytics
Designation: CRM Manager & Analytics
Department: Admissions / Marketing
Reports To: Head – Admissions / Director
Role Summary
Responsible for end-to-end management of CRM platforms used for admissions, lead lifecycle tracking, reporting, automation setup, data accuracy and analytics to improve conversions and decision-making and all other responsibilities of this domain.
Key Responsibilities
A. CRM Administration & Operations
- Own and manage CRM software (setup, user roles, data fields, workflows, routing rules)
- Ensure 100% data accuracy, duplication control and hygiene across all lead entries
- Create and maintain funnels for inbound, paid, outreach and referral leads
- Monitor counsellor activity logs, follow-ups and adherence to CRM usage norms
B. Reporting & Analytics
- Build daily/weekly/monthly MIS dashboards for management
- Track conversion funnel (Lead → Form → Offer → Admission → Refund)
- Generate source-wise ROI reports (Marketing, Outreach, ICC, Direct)
- Analyze counsellor performance, lead ageing, call productivity, follow-ups
C. Automation & Optimization
- Set up CRM automations (reminders, drip emails, WhatsApp, lead scoring, SLA alerts)
- Integrate CRM with website, LMS, payment gateway, call dialer, landing pages
- Ensure reporting interoperability with Google Sheets, BI dashboards etc.
D. Compliance & Team Coordination
- Train teams on CRM usage, updates and process adherence
- Ensure secure data handling & compliance with institutional data policies
- Co-ordinate with IT, Marketing & Admissions for CRM change requests and fixes
KRA — CRM Manager & Analytics
KRA Area and Key Performance Indicators (KPIs)
Data Quality &; Hygiene - 0% duplicate/missing mandatory fields; 100%valid lead entries
Lead Lifecycle Monitoring - Daily funnel visibility + adherence to lead follow-up SLAs
Conversion Insights -Weekly dashboard on conversions with actionable insights
Automation Implementation - Minimum 3 process automations/quarter reducing manual workload
Reporting Accuracy - 100% error-free MIS reports submitted on agreed timelines
System Uptime & Reliability - No CRM downtime/escalation due to negligence
Training & Adoption - 100% counsellors trained & compliant with CRM usage norms
Confidentiality/Compliance - Zero leakage or violation of student data policies
Pay: ₹500,000.00 - ₹1,000,000.00 per year
Application Question(s):
- Do you have experience in CRM tools and Power BI?
Work Location: In person
