Head of Customer Support

4 weeks ago

Delhi, India Learningshala Full time

Job Description – CRM Head

Company: Learningshala

Industry: EdTech

Location: (Noida sector 4 nearby 16 metro station)

Experience Required: 6–8 years (minimum 3 years in leadership/CRM role in EdTech or similar industry

Position Overview

As the CRM Head at Learningshala, you will be responsible for driving customer engagement, retention, and satisfaction through effective relationship management strategies. You will lead the CRM team, build automation strategies, and ensure customer experience excellence across the entire student lifecycle.

Key Responsibilities

Develop and implement CRM strategies to enhance customer acquisition, engagement, retention, and lifetime value.

Lead the CRM team and manage end-to-end CRM operations, including campaigns, automation, and customer support processes.

Design customer journeys, segmentation strategies, and personalized communication plans to improve student experience.

Oversee the adoption and utilization of CRM tools (HubSpot, Salesforce, Zoho, or similar) to ensure data-driven decision-making.

Collaborate with sales, marketing, academic, and product teams to deliver seamless communication and support.

Monitor customer feedback, NPS (Net Promoter Score), and satisfaction metrics; implement corrective measures.

Generate insights and reports on customer behavior, churn, and campaign effectiveness.

Drive loyalty programs, student engagement initiatives, and referral models to strengthen brand trust.

Ensure compliance with data privacy, security, and company policies.

Key Skills & Competencies

Strong expertise in CRM tools and automation platforms.

Excellent leadership and team management skills.

Strong communication and stakeholder management abilities.

Experience in EdTech industry preferred (student lifecycle management, lead nurturing, retention).

Customer-centric approach with proven ability to improve satisfaction & retention.

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