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Customer Service Support Manager

Customer Service Support Manager

Learningshala.in

3 - 7 years

0 Lacs

noida uttar pradesh

Posted:3 days ago| Platform: Shine logo

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Skills Required

customer acquisition engagement retention lifetime value customer journeys sales marketing net promoter score loyalty programs data privacy security leadership team management communication stakeholder management compliance crm strategies automation strategies customer experience excellence segmentation strategies personalized communication plans crm tools datadriven decisionmaking academic product teams nps student engagement initiatives referral models edtech industry student lifecycle management lead nurturing

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As the CRM Head at Learningshala, your primary responsibility will be to drive customer engagement, retention, and satisfaction through effective relationship management strategies. You will lead the CRM team, develop automation strategies, and ensure excellence in customer experience throughout 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 oversee end-to-end CRM operations, including campaigns, automation, and customer support processes. - Design customer journeys, segmentation strategies, and personalized communication plans to enhance student experience. - Ensure the adoption and utilization of CRM tools (HubSpot, Salesforce, Zoho, or similar) for data-driven decision-making. - Collaborate with sales, marketing, academic, and product teams to ensure seamless communication and support. - Monitor customer feedback, NPS (Net Promoter Score), and satisfaction metrics to implement necessary corrective measures. - Generate insights and reports on customer behavior, churn, and campaign effectiveness. - Drive loyalty programs, student engagement initiatives, and referral models to build brand trust. - Ensure compliance with data privacy, security, and company policies. Qualifications Required: - Strong expertise in CRM tools and automation platforms. - Excellent leadership and team management skills. - Strong communication and stakeholder management abilities. - Experience in the EdTech industry is preferred, particularly in student lifecycle management, lead nurturing, and retention. - Customer-centric approach with a proven ability to enhance satisfaction and retention levels.,

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Customer Service Support Manager