Role & responsibilities
- Lead the ideation, development, and implementation of CRM product features that enhance the student journey throughout their educational experience
- Develop and maintain a strategic roadmap for CRM platforms, ensuring alignment with organizational goals and market needs
- Conduct user research and usability studies to understand customer needs and translate them into effective CRM solutions
- Design and implement customer segmentation strategies to enable personalized communication and targeted offerings
- Create and optimize customer journey mapping to improve conversion rates and enhance customer satisfaction
- Establish metrics and KPIs for measuring CRM performance and regularly report on results
- Collaborate with cross-functional teams including sales, marketing, and customer support to ensure alignment of CRM strategies
- Identify opportunities to integrate CRM solutions with other educational platforms to create a unified ecosystem
- Leverage data analytics to derive actionable insights that drive product decisions and improvements
- Prioritize feature development based on business impact, user needs, and technical feasibility
- Ensure continuous improvement of existing CRM features while balancing new feature development
- Manage the end-to-end product lifecycle including planning, development, testing, and release
- Train internal stakeholders on CRM capabilities and collect feedback for further enhancements
- Stay updated on CRM market trends, competitor offerings, and emerging technologie
Experience
- 3-4 years in CRM product management
- Hands-on experience with leading CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, etc.)
- Demonstrated experience in implementing CRM strategies and solutions
- Experience with Agile methodologies like Scrum and Kanban
- Should have shipped CRM products/features across platforms
- Experience in customer journey mapping and optimization
Preferred candidate profile
- Experience in the education or edtech sector
- Experience with custom CRM development
- Knowledge of marketing automation tools
- Experience in designing and implementing customer loyalty programs
- Knowledge of SQL for data analysis
- Experience with API integrations
- Familiarity with educational data models
- Understanding of educational workflows and processes
- B.E/B.Tech + MBA from tier 1 institute
Skills
- Superior organization, communication, and interpersonal skills
- Strong analytical ability with data-driven decision-making approach
- Proficiency in CRM analytics and reporting
- Experience with user story creation and requirement documentation
- Ownership and accountability attitude
- Stakeholder management skills
