Senior Lead Manager

1 week ago

Vadodara, Gujarat, India beBeeCustomerRelationshipManagement Full time ₹ 25,00,000 - ₹ 45,00,000
Job Title

A Customer Relationship Management Specialist role involves managing and maintaining an in-house CRM system to support lead management.

Key Responsibilities:

  • CRM Management and Maintenance: Oversee the functionality and daily operations of the in-house CRM to ensure smooth usage, define and update system logic and workflows within the CRM to align with university processes, identify, troubleshoot, and resolve bugs/issues in the CRM system, collaborate with developers to design and implement new features and improvements, and ensure the integration and proper functioning of the calling software within the CRM.
  • Data Analysis and Reporting: Generate and prepare detailed reports on leads, follow-ups, conversions, and counselor performance, provide actionable insights to management based on CRM data analysis, and monitor data trends to identify areas for improvement in lead management and counselor performance.
  • Training and Onboarding: Conduct training sessions for new recruits, including counselors and marketing teams, to ensure they are proficient in using the CRM, create user manuals, guides, and training materials for easy reference, and conduct regular audits to ensure compliance with internal standards.
  • Office Support (In-house and Regional Offices): Act as the primary point of contact for technical support, assist counselors with system-related queries and troubleshooting, and provide support to multiple locations.
  • Data Accuracy and Integrity: Regularly audit CRM data for errors, duplicates, or inconsistencies, implement processes to ensure data accuracy and compliance with internal standards, and monitor user activity to ensure proper data handling and adherence to best practices.
  • Process Improvement: Continuously analyze CRM processes to identify bottlenecks or inefficiencies, propose and implement changes to optimize lead management, reporting, and data usage, and collaborate with stakeholders to improve overall performance.
  • Compliance and Security: Ensure data security and compliance with university policies and applicable data protection regulations, monitor user access levels to prevent unauthorized usage or data breaches, and maintain a secure environment for sensitive information.

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