Crm Manager

Asia Pacific Institute of Management (AIM); New Delhi; In loco; INR 900.000 - 1.400.000; Tempo pieno

Descrizione del lavoro

Asia-Pacific Institute of Management (AIM) in New Delhi invites applications for a hands-on CRM Manager to own LeadSquared CRM operations across admissions processes.

You will direct lead allocation to counsellors, monitor activity and conversion metrics, manage CRM configurations, integrate IVR and telephony, and train staff to ensure data accuracy and improved admissions outcomes.

Competenze

• Bachelor's degree in Business Administration, Management, IT, Marketing, or related discipline.
• Minimum 3 years of CRM operations experience, including substantial hands-on experience with LeadSquared.
• Strong knowledge of LeadSquared lead management, automation, distribution rules, workflows, reporting, and administrative functions.
• Experience managing CRM operations for admissions or inside-sales teams.
• Practical understanding of IVR, cloud telephony, call tracking, and CRM integrations.
• Strong analytical skills with proficiency in Microsoft Excel and reporting dashboards.
• Excellent coordination, communication, training, and problem-solving abilities.
• Ability to manage multiple stakeholders and resolve operational issues independently.

Mansioni

• Oversee daily lead allocation to admissions counsellors via LeadSquared.
• Monitor counsellor activity, follow-ups, and CRM data quality.
• Configure and troubleshoot LeadSquared, user permissions, and dashboards.
• Coordinate IVR and cloud telephony integrations with CRM.
• Conduct CRM training and SOP development for counsellors.
• Prepare CRM performance reports and identify process improvements.

Conoscenze

CRM operations

Lead management

Data analysis

Cross-functional coordination

Training & onboarding

Formazione

Bachelor's degree in Business Administration/Management/IT/Marketing or related discipline

Strumenti

LeadSquared

IVR

Cloud telephony

Excel & dashboards

Descrizione del lavoro

About Asia-Pacific Institute of Management

Asia-Pacific Institute of Management (AIM), New Delhi, is a leading management institution with over 30 years of academic excellence. The institute offers PGDM, MBA, Executive MBA, and undergraduate programmes, with a strong focus on industry-oriented education, international collaborations, and student success.

We are looking for a highly organized and proactive CRM Manager who will be responsible for managing our LeadSquared CRM platform, ensuring efficient lead allocation, monitoring counsellor performance, maintaining CRM data accuracy, and streamlining the entire admissions process.

Key Responsibilities

1. Lead Allocation & Management

• Manage the daily allocation of incoming leads to admissions counsellors through LeadSquared CRM.
• Ensure timely, accurate, and equitable distribution of leads based on programme, lead source, counsellor availability, and workload.
• Monitor incoming leads from Google Ads, Meta Ads, education portals, website forms, and other lead-generation channels.
• Ensure that no lead remains unattended or unassigned.
• Track lead ageing, reallocation, duplication, and follow-up delays.
• Reassign leads when counsellors are unavailable or fail to follow up within the required timeframe.

2. Counsellor Monitoring & Follow-Up

• Monitor daily counsellor activity, including calls made, follow-ups scheduled, lead disposition, and admissions progress.
• Obtain regular feedback from counsellors regarding assigned leads, lead quality, student interest, and conversion status.
• Ensure counsellors consistently update lead stages, call remarks, and follow-up details in the CRM.
• Identify neglected leads, missed follow-ups, overdue tasks, and inactive leads.
• Escalate non-compliance, delays, and lead leakage to the Admissions Head.
• Coordinate with the admissions team to improve lead-to-application and application-to-enrolment conversion rates.

3. LeadSquared CRM Administration & Troubleshooting

• Act as the primary administrator and point of contact for all LeadSquared CRM-related activities.
• Configure and manage lead distribution rules, user permissions, workflows, automation, lead stages, and dashboards.
• Troubleshoot day-to-day CRM issues, including lead syncing, access restrictions, duplicate records, integration errors, and automation failures.
• Coordinate directly with the LeadSquared support team to resolve technical issues promptly.
• Maintain CRM data hygiene, accuracy, and consistency across all admissions processes.
• Identify opportunities to automate repetitive tasks and improve operational efficiency.

4. IVR, Telephony & Communication Integrations

• Coordinate the setup, implementation, and maintenance of IVR and cloud telephony systems integrated with LeadSquared.
• Ensure proper call routing, call recording, missed-call tracking, and automatic call-log synchronization.
• Monitor telephony performance and resolve calling or integration-related issues.
• Coordinate with telephony vendors and LeadSquared support teams for technical requirements and troubleshooting.
• Support the implementation and monitoring of WhatsApp, SMS, email, and automated communication workflows.

5. CRM Training & Counsellor Support

• Conduct onboarding and regular CRM training sessions for new and existing admissions counsellors.
• Train counsellors on lead management, follow-up scheduling, call disposition, application tracking, and CRM best practices.
• Develop and implement standard operating procedures (SOPs) for CRM usage.
• Address day-to-day CRM queries and ensure consistent adoption of the platform across the admissions department.
• Monitor adherence to CRM processes and recommend corrective measures.

6. Reporting, Analytics & Process Improvement

• Prepare daily, weekly, and monthly CRM performance reports for the management team.
• Track key metrics such as lead allocation, response time, contact rates, follow-up compliance, lead ageing, counsellor productivity, and conversion rates.
• Generate programme-wise, source-wise, and counsellor-wise performance dashboards.
• Highlight operational bottlenecks, poor lead quality, lead leakage, and CRM inefficiencies.
• Coordinate with the digital marketing team to ensure accurate lead-source attribution and campaign tracking.
• Recommend and implement process improvements to increase admissions team productivity and conversions.

Required Qualifications & Skills

• Bachelor's degree in Business Administration, Management, IT, Marketing, or a related discipline.
• Minimum 3 years of relevant CRM operations experience, including substantial hands-on experience with LeadSquared.
• Strong knowledge of LeadSquared lead management, automation, distribution rules, workflows, reporting, and administrative functions.
• Experience managing CRM operations for admissions or inside-sales teams.
• Practical understanding of IVR, cloud telephony, call tracking, and CRM integrations.
• Strong analytical skills with proficiency in Microsoft Excel and reporting dashboards.
• Excellent coordination, communication, training, and problem-solving abilities.
• Ability to manage multiple stakeholders and resolve operational issues independently.

Preferred Experience

• Prior experience working with universities, colleges, educational institutions, or education consulting organizations.
• Experience managing CRM operations for large admissions or counselling teams.
• Familiarity with Google Ads, Meta Ads, WhatsApp Business, and education portal lead integrations.
• Experience coordinating with third-party technology vendors and CRM support teams.

Key Performance Indicators (KPIs)

The CRM Manager will be evaluated on:

1. Lead Allocation Efficiency: Timely allocation of all incoming leads with minimal unassigned leads.
2. Counsellor Follow-Up Compliance: Ensuring assigned leads receive timely follow-ups and accurate CRM updates.
3. Lead Leakage Prevention: Minimizing unattended leads, overdue follow-ups, and missed counselling opportunities.
4. CRM Data Accuracy: Maintaining complete, reliable, and updated lead information.
5. CRM & Telephony Uptime: Ensuring prompt identification and resolution of CRM, IVR, and integration issues.
6. Reporting Timeliness: Delivery of accurate daily, weekly, and monthly performance reports.
7. CRM Adoption: Ensuring all counsellors consistently follow established CRM processes and SOPs.

Ideal Candidate

The ideal candidate is someone who has independently managed LeadSquared CRM operations, understands the day-to-day challenges of an admissions or sales team, and can take complete ownership of lead allocation, counsellor monitoring, CRM troubleshooting, and reporting.

We are looking for a hands-on CRM operations professional, not merely a reporting executive, who can ensure that every lead is properly assigned, contacted, tracked, and followed through until closure.