Customer Relationship Manager

New Horizon Group Of Schools Thane

Job Description – CRM Manager / Assistant to Admission Manager

Job Title: CRM Manager
Department: Marketing / Admissions / Sales / Customer Relations
Reporting To: CRM Manager / Head of Department
Location: Hiranandani estate patlipada Thane

Resume summited by:- hr@newhorizonsms.com

Role Overview

We are looking for a proactive, detail-oriented, and process-driven professional to support the Admission Manager in handling CRM operations, admissions coordination, counsellor follow-ups, daily reports, and school-level admission process monitoring across multiple K12 schools.

The candidate will play a critical role in ensuring smooth lead management, timely follow-ups, accurate CRM updates, admissions process compliance, and coordination between counsellors, schools, and CRM support teams.

The ideal candidate should have prior experience in the education industry, strong CRM handling experience, coordination skills, and the ability to ensure accountability within teams.

Qualifications:

• Bachelor’s degree in any discipline (MBA / Marketing / Operations / Management preferred)

• Strong knowledge of CRM software, MIS, and data management systems

• Proficiency in MS Excel, Google Sheets, and reporting tools

• Excellent communication skills in English, Hindi, and Marathi

• Strong coordination, follow-up, and team management abilities

Key Responsibilities

CRM Management & Lead Monitoring

• Assign admission leads to counsellors through CRM.

• Ensure assigned leads are contacted within the prescribed turnaround time.

• Monitor daily lead follow-ups and ensure remarks are updated accurately in CRM.

• Ensure proper and timely updating of enquiry status, follow-ups, conversions, and closures in CRM.

• Reassign leads in CRM whenever counsellors leave the organization or responsibilities change.

• Coordinate with the CRM technical/support team for issue resolution, updates, and process improvements.

• Provide CRM access to new joiners on time and coordinate onboarding support.

Counsellor Coordination & Follow-Up Monitoring

• Ensure counsellors are conducting timely and effective follow-ups.

• Track pending follow-ups and escalation cases.

• Resolve counsellor queries related to CRM usage and admission processes.

• Conduct random audit calls with parents/leads to:

• Collect feedback on admission counselling experience.

• Understand reasons for non-conversion.

• Verify the accuracy of remarks updated by counsellors in CRM.

• Check whether timely follow-ups were conducted.

Reporting & MIS

• Generate and share daily MIS and CRM reports with management.

• Maintain lead tracking reports, conversion reports, pending follow-up reports, and school-wise admission status.

• Analyze admission funnel data and highlight gaps or delays.

• Maintain accuracy and consistency in admission-related data.

School Visits & Process Audits

• Visit schools regularly to monitor admission processes and counselling practices.

• Ensure enquiry handling processes are being followed properly.

• Verify that admission-related records and registers are maintained accurately and updated regularly, including:

• GR Registers

• Admission Registers

• Enquiry Records

• Student Documentation Files

• Other required school admission records

• Ensure no entries or records are missing.

• Observe parent walk-in handling and counselling quality.

Training & Support

• Train new counsellors and staff on CRM usage and admission processes.

• Support implementation of new admission initiatives and process improvements

• Help standardize admission processes across schools

• Required Skills & Competencies

Mandatory Skills

• Prior experience in the Education / K12 / Preschool / EdTech industry.

• Hands-on experience working with CRM systems.

• Strong follow-up and coordination abilities.

• Good understanding of admissions processes and lead management.

• Strong MIS and reporting skills.

• Good communication skills in English and Hindi.

• Ability to interact professionally with parents over calls.

• Strong attention to detail and process orientation.

• Ability to handle multiple schools/teams simultaneously.

Preferred Competencies

• Leadership and team coordination skills.

• Ability to ensure accountability and timely task completion from counsellors.

• Problem-solving attitude and proactive approach.

• Good observation and auditing skills.

• Comfortable with regular school visits and coordination with multiple stakeholders.

• Basic data analysis and reporting understanding.

• Training and onboarding capability for new team members.

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