Job Title: CRM Manager
Department: Marketing
Reporting To: Chief Marketing Officer (CMO)
Location: Pune, Pimpri
Employment Type: Full-Time
About the Role
We are seeking an experienced and results-driven CRM Manager to lead the management, optimization, and automation of our Customer Relationship Management (CRM) ecosystem. This role requires hands-on expertise in CRM administration, marketing automation, lead management, data governance, reporting, and system integrations.
The ideal candidate should possess practical experience beyond a counselling or lead-calling role and demonstrate the ability to strategically manage CRM operations, workflows, integrations, and user performance.
Key Responsibilities
CRM Administration & Management
- Configure, manage, and optimize the CRM platform (Meritto or similar CRM systems).
- Create and maintain user accounts, roles, permissions, and access controls.
- Monitor CRM health, data quality, and system performance.
- Ensure accurate lead lifecycle management from acquisition to conversion.
Marketing Automation & Campaign Management
- Design, implement, and manage drip campaigns and automated communication journeys.
- Create and maintain email, SMS, WhatsApp, and notification templates.
- Set up automation workflows, triggers, lead scoring, and nurturing sequences.
- Coordinate with marketing teams to align CRM campaigns with business objectives.
Integrations & Technical Operations
- Integrate portals, lead sources, and third-party applications with the CRM platform.
- Manage digital marketing campaign integrations across Google, Meta, websites, landing pages, and other lead-generation channels.
- Handle telephony integration and call tracking systems.
- Collaborate with internal and external technology partners for CRM enhancements.
Data Management & Lead Nurturing
- Import, cleanse, segment, and manage large volumes of raw data.
- Ensure data accuracy, consistency, and compliance standards.
- Develop lead nurturing strategies to improve engagement and conversion rates.
- Monitor duplicate records and maintain database hygiene.
Reporting & Analytics
- Generate daily, weekly, and monthly performance reports.
- Analyze lead funnels, campaign effectiveness, conversion metrics, and user productivity.
- Build dashboards and provide actionable insights to management.
- Track KPIs related to lead generation, response rates, conversions, and revenue contribution.
User Monitoring & Performance Management
- Monitor CRM user activity and system utilization.
- Ensure adherence to CRM processes and best practices.
- Identify training requirements and support users in effective CRM adoption.
- Conduct regular audits to improve productivity and compliance.
Required Skills & Experience
Essential Requirements
- 4–8 years of hands-on CRM management experience.
- Strong experience with Meritto, Salesforce, HubSpot, Zoho CRM, LeadSquared, or similar CRM platforms.
- Proven experience in CRM setup, workflow automation, and campaign management.
- Expertise in lead management, customer journey mapping, and database administration.
- Hands-on experience with telephony integration and digital marketing integrations.
- Strong analytical and reporting skills.
- Proficiency in Excel, CRM reporting tools, and dashboard creation.
Preferred Qualifications
- Bachelor's degree in Marketing, Business Administration, Information Technology, or a related field.
- Experience in the Education, EdTech, Higher Education, or Admissions industry is preferred.
- Understanding of digital marketing platforms and lead acquisition channels.
Key Competencies
- Strategic Thinking
- Process Orientation
- Data Analysis & Reporting
- CRM Automation Expertise
- Problem Solving
- Stakeholder Management
- Attention to Detail
- Team Collaboration
- Project Management
Success Metrics
- CRM adoption and utilization rate
- Lead response and conversion rates
- Campaign performance and engagement metrics
- Data accuracy and database health
- Automation efficiency
- User productivity and compliance
- Reporting accuracy and timeliness
Contact : [email protected]
Number :9684807200
Work Location: In person
