Crm Product Manager

Purpose of the Role

Develop and manage CRM solutions that enable seamless relationships between students, parents, teachers, and the institution, driving superior learning and teaching experiences both inside and outside the classroom. This role will focus on implementing and enhancing CRM strategies that improve customer engagement, retention, and satisfaction while aligning with educational objectives.

Key Responsibilities

• Lead the ideation, development, and implementation of CRM product features that enhance the student journey throughout their educational experience
• Develop and maintain a strategic roadmap for CRM platforms, ensuring alignment with organizational goals and market needs
• Conduct user research and usability studies to understand customer needs and translate them into effective CRM solutions
• Design and implement customer segmentation strategies to enable personalized communication and targeted offerings
• Create and optimize customer journey mapping to improve conversion rates and enhance customer satisfaction
• Establish metrics and KPIs for measuring CRM performance and regularly report on results
• Collaborate with cross-functional teams including sales, marketing, and customer support to ensure alignment of CRM strategies
• Identify opportunities to integrate CRM solutions with other educational platforms to create a unified ecosystem
• Leverage data analytics to derive actionable insights that drive product decisions and improvements
• Prioritize feature development based on business impact, user needs, and technical feasibility
• Ensure continuous improvement of existing CRM features while balancing new feature development
• Manage the end-to-end product lifecycle including planning, development, testing, and release
• Train internal stakeholders on CRM capabilities and collect feedback for further enhancements
• Stay updated on CRM market trends, competitor offerings, and emerging technologies.

Experience

• 4 years in CRM product management
• Hands-on experience with leading CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, etc.)
• Demonstrated experience in implementing CRM strategies and solutions
• Experience with Agile methodologies like Scrum and Kanban
• Should have shipped CRM products/features across platforms
• Experience in customer journey mapping and optimization

Preferred Education

B.E/B.Tech + MBA from top tier institute.

Preferred Skills

• Experience with custom CRM development
• Knowledge of marketing automation tools
• Experience in designing and implementing customer loyalty programs
• Knowledge of SQL for data analysis
• Experience with API integrations