CRM Specialist – Admissions & Lead Management
Indian Institute of Creative Technologies (IICT), Mumbai
Full-Time Role
About IICT
The Indian Institute of Creative Technologies (IICT) is India's emerging lighthouse institution for the AVGC-XR sector (Animation, Visual Effects, Gaming, Comics, and Extended Reality). IICT is backed by the Ministry of Information & Broadcasting, Government of India, Government of Maharashtra, and industry bodies FICCI and CII.
IICT is building a future-ready ecosystem for creative technologies through education, industry collaboration, research, and skilling.
Role Overview
We are looking for a detail-oriented and highly analytical professional to join IICT as a CRM Specialist – Admissions & Lead Management.
This role will be responsible for owning and managing the complete lead lifecycle, from initial enquiry through to enrolment. The candidate will play a critical role in ensuring efficient lead allocation, timely follow-ups, structured nurturing workflows, and accurate tracking of conversion performance.
The role requires close coordination with the Admissions, Marketing (Digital & Performance), and Events teams to ensure alignment between lead generation, lead management, and conversion outcomes.
This is an individual contributor role with a strong focus on execution, data accuracy, and continuous optimization of the admissions funnel.
It's a contract role - same benefits as full time employee
Key Responsibilities
1. CRM Management & Lead Lifecycle Ownership
- Manage and maintain CRM systems including:
- Leads, enquiries, follow-ups, and closures
- Ensure smooth functioning and regular updates of CRM platforms (e.g., Zoho, LeadSquared, HubSpot)
- Own the end-to-end lead lifecycle from enquiry to enrolment
2. Lead Allocation & Follow-Up Management
- Ensure timely and accurate allocation of leads to counsellors
- Monitor:
- Lead response time
- Follow-ups and engagement consistency
- Lead closure rates
- Ensure adherence to defined SLAs for lead handling
3. Lead Nurturing & Engagement Workflows
- Design and manage lead nurturing workflows across:
- Email
- WhatsApp
- SMS
- Optimize communication journeys to improve engagement and conversion rates
4. Admissions Funnel Tracking & Analytics
- Track and analyse admissions funnel performance
- Monitor key metrics such as:
- Lead-to-enrolment conversion
- Drop-offs across stages
- Identify gaps and recommend improvements to optimize conversions
5. Data Management & Reporting
- Maintain data hygiene and accuracy across all CRM records
- Build and manage dashboards and reports for:
- Lead performance
- Counsellor productivity
- Conversion outcomes
- Generate weekly and monthly admissions performance reports
6. Cross-Functional Coordination
- Work closely with:
- Digital & Performance Marketing teams for lead quality feedback
- Events teams for lead generation tracking and allocation
- Admissions team for conversion tracking and follow-ups
- Ensure alignment between lead generation campaigns and admissions outcomes
Desired Candidate Profile
- 2–4 years of experience in:
- CRM management
- Admissions or lead management roles
- Hands-on experience with CRM tools such as:
- Zoho
- LeadSquared
- HubSpot or similar platforms
- Strong analytical mindset with experience in reporting and dashboarding
- Understanding of education or training sales funnels (preferred)
- Excellent coordination, communication, and problem-solving skills
- High attention to detail and data accuracy
Key Skills
- CRM and lead lifecycle management
- Data analysis and reporting
- Funnel tracking and conversion optimization
- Workflow automation (email, WhatsApp, SMS)
- Cross-functional coordination
- Process-driven execution
KPIs (Key Performance Indicators)
- Lead response time
- Lead-to-enrolment conversion rate
- Counsellor productivity
- Enrolment numbers
- Data accuracy and reporting quality
- Lead engagement and nurturing effectiveness
Why Join IICT
- Opportunity to work on high-impact admissions and growth initiatives
- Play a critical role in shaping IICT's lead management and conversion engine
- Exposure to marketing, CRM systems, and performance-driven processes
- Be part of a fast-growing institution in the AVGC-XR ecosystem
Location
Mumbai (Work from Office)
