Customer Relationship Manager

Position: Customer Relationship Manager

School / Institute: MIT School of Holistic Development

Experience: The candidate is required to have a minimum of 10 years of professional experience in a high-level administrative, managerial, or customer relationship role.

Location: MIT ADT University, Vishwaraj Baug, Loni Kalbhor, Pune, Maharashtra

Position Overview

The School of Holistic Development (SHD) at MIT ADT University is dedicated to fostering a 'Wholesome Personality' by integrating arts into the curriculum, recognizing the crucial role of creative expression in cognitive, emotional, and social growth.

The Customer Relationship Manager is a key administrative role within the School of Holistic Development (SHD), responsible for ensuring student comfort, resolving issues, managing events, coordinating administrative schemes, and providing essential support for marketing and strategic development across the University.

Key Responsibilities and Time Allocation

The duties are divided into core areas, reflecting the importance and time devoted to each.

1. SHD Administrative Activities (16.25% - 260 hours)

The primary goal is to make SHD a "home away from home" for every student, assuring their comfort and growth.

• Provide quality service to the student community.
• Resolve all student issues (academic, administrative, etc.).
• Develop relations with Heads, Coordinators, Faculty/Staff, Alumni, and student organizations.
• Collect, analyze, and study students' feedback and suggestions, and present a report to the Director.

2. Strategic & System Support (15.62% - 250 hours)

The CRM provides crucial support for the strategic development of CRM across the University.

• Work on the strategic development of CRM, including event management, enquiry management, student marketing, and communication from enquiry to enrollment.
• Collaborate with colleges and central departments to deliver advice, support, guidance, and training.
• Monitor current system developments and upgrades, and communicate/advise on future potential developments.
• Update procedures, manuals, and troubleshooting guides for use across the University.
• Provide ongoing system administration and support the implementation of new systems or upgrades/service packs.
• Manage relationships with internally related departments and systems.
• Coordinate the Activity & Event Calendar and the Academic Calendar.

3. Event Activities (15.62% - 250 hours)

• Event Coordination and Management for all flagship events at SHD, SOH, Swami Vivekananda Chair, and Cambridge Centre.
• Interact with students, parents, and University representatives.
• Welcome visitors (Internal & External).
• Provide technical support to any SHD and External events, and to meetings.

4. Promotion & Marketing (15.62% - 250 hours)

• Promote SHD courses and manage Social Media handles.
• Handle Press Releases and AERs.
• Conduct Outreach Activities.

5. Administrative Activities for O.C.E.A.N. Scheme (15.62% - 250 hours)

• Manage 'Earn while Learn' scheme policy documents alteration.
• Plan for and overlook the proper implementation and execution of the scheme.
• Handle other policy-related activities.

6. Additional Duties (15% - 240 hours)

• Provide support to the School of Humanities (SOH) in promotional activities, admission marketing, tele-calling, and events for students.
• Support the Cambridge Centre with marketing, business development, exams, and administrative work.
• Perform any other task(s) assigned by the Director or anywhere else within the University consistent with the position.

Required Qualifications & Experience

Desired Qualification

• The candidate must possess a Master of Business Administration (M.B.A.) degree or an equivalent Master's degree in a relevant management field.

Desired Experience

The candidate is required to have a minimum of 10 years of professional experience. This experience should ideally be in a high-level administrative, managerial, or customer relationship role, preferably within the education sector or a similar service-oriented environment.

Specific experience and expertise should include:

• Student/Customer Relations: Proven track record in providing quality service, resolving administrative/academic issues, and developing strong relationships with diverse stakeholders (students, parents, alumni, faculty, and staff).
• Administrative Management: Extensive experience in high-volume administrative tasks and policy-related activities, such as overseeing the implementation and execution of schemes like the O.C.E.A.N. 'Earn while Learn' scheme.
• Strategic & System Support: Experience working closely with top management (e.g., Director) to support strategic development, specifically regarding CRM implementation, system upgrades, system administration, and managing communication from enquiry to enrollment.
• Event Coordination: Significant experience in the planning, coordination, and management of various institutional events (e.g., flagship events at SHD, SOH, Cambridge Centre).
• Marketing Support: Experience supporting promotion and marketing activities, including handling social media, press releases, outreach, and admissions support (e.g., tele-calling).