Head of Customer Support
3 days ago
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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