Customer Relationship Manager

1 day ago

Gurgaon, Haryana, India Afstand Education Full time ₹ 15,00,000 - ₹ 30,00,000 per year

Job Summary:

We are seeking a proactive and customer-focused CRM Executive to manage relationships with enrolled learners and ensure a seamless post-enrollment experience. The ideal candidate will be responsible for providing ongoing CRM support to students, addressing their queries, ensuring engagement and satisfaction, and generating references/referrals from existing learners to drive new enrollments.

Key Responsibilities:

  1. CRM Support & Learner Engagement

· Manage and maintain regular communication with enrolled learners through calls, emails, WhatsApp, and CRM tools.

· Address student queries promptly and ensure timely resolution of issues related to courses, payments, access, or learning experience.

· Ensure high learner satisfaction and retention through personalized relationship management.

· Guide learners on how to maximize the value of their courses and online resources.

  1. Reference & Referral Generation

· Build strong rapport with enrolled students to encourage referrals and recommendations.

· Identify and approach satisfied learners to generate references for new enrollments.

· Track and report on referral conversions and support the admissions/sales team in leveraging these leads.

  1. CRM System Management

· Update and maintain accurate learner data in the CRM system.

· Ensure all learner interactions, feedback, and follow-ups are logged and tracked efficiently.

· Work closely with the marketing and admissions teams to share insights and feedback from learners.

  1. Reporting & Analytics

· Prepare weekly/monthly reports on learner satisfaction, support tickets, and referral leads generated.

· Analyze learner feedback and suggest improvements to enhance the learner journey.

Key Result Areas (KRAs):

  1. Learner Support & Satisfaction:

o Timely resolution of student queries.

o Maintaining a high satisfaction score (CSAT/NPS).

  1. Retention & Engagement:

o Active engagement and retention rate of enrolled learners.

  1. Reference / Referral Generation:

o Number of quality references generated per month.

o Conversion rate of referrals into new enrollments.

  1. CRM Data Accuracy:

o Regular updates and accuracy of learner records in CRM software.

Required Skills & Qualifications:

· Bachelor's degree (preferably in business, marketing, or education).

· 0–4 years of experience in CRM, customer support, or relationship management (EdTech experience preferred).

·Strong communication (verbal & written) and interpersonal skills.

· Proficiency in CRM tools (e.g., Salesforce, Zoho, HubSpot, or equivalent).

· Ability to multitask and manage priorities in a fast-paced environment.

· Empathetic, customer-centric, and result-oriented mindset.

Preferred Qualities:

· Experience in handling learners or clients in the education/online learning sector.

·Target-oriented with the ability to meet reference and satisfaction KPIs.

·Strong analytical and reporting abilities.

Job Type: Full-time

Pay: ₹20, ₹25,000.00 per month

Work Location: In person

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