5 - 7 years

5 - 8 Lacs

Posted:21 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description


Job Title: Head of Communications (Admissions & Student Engagement)

Department:

Job Summary:

Head of Communications

Key Responsibilities:

Admissions Communication Oversight:

  • Develop and implement a communications framework for prospective student/parent engagement via phone, email, WhatsApp, and CRM.
  • Standardize scripts, email templates, FAQs, and response protocols for all communication touchpoints.
  • Monitor response time, tone, and accuracy of information shared by counsellors and support teams.
  • Conduct regular audits and call reviews to maintain quality.

Team Leadership Admission Counsellors:

  • Supervise, train, and evaluate the admissions counselling team to ensure they provide informative, empathetic, and goal-driven support.
  • Set KPIs and conversion goals for counsellors (e.g., inquiry-to-application and application-to-admission rates).
  • Ensure counsellors have updated knowledge of programs, admission processes, fees, and scholarships.

Stakeholder Engagement:

  • Coordinate with academic and administrative teams to ensure accurate and up-to-date information is relayed to prospective students.
  • Handle complex or escalated student/parent concerns directly when needed.

Reporting & Insights:

  • Track communication performance metrics such as response rate, lead conversion rate, satisfaction ratings, and follow-up adherence.
  • Generate weekly and monthly reports for senior management with actionable insights.

Process Improvement:

  • Identify communication gaps and introduce technology or workflow improvements (e.g., CRM automation, chatbots, lead segmentation).
  • Conduct periodic training workshops for counsellors on communication etiquette, active listening, and persuasive communication.

Required Qualifications & Skills:

  • Bachelors or Masters degree in Communications, Business, Psychology, or related field.
  • 610 years of experience in communications, admissions, or customer service leadership—preferably in the

    education sector

    .
  • Strong people management skills with experience leading call/email support or admissions teams.
  • Excellent verbal and written communication skills; proficiency in English and local language(s).
  • Experience using CRM platforms, ticketing systems, or education lead management tools.

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