Senior Engagement and Conversion Specialist

Location: Delhi

The Engagement & Conversion Specialist will play a crucial role in guiding prospective students through the admissions process while ensuring high engagement and conversion rates from inquiry to enrolment. Working on behalf of Acumen’s strategic university partners, the role is responsible for providing a seamless and high-quality applicant experience by conducting phone consultations, application screenings, and follow-ups to support students in their journey.

This role requires exceptional communication skills, the ability to manage leads effectively, and moderate proficiency in Excel for data tracking and reporting. The candidate must also ensure compliance with university policies, admission procedures, and service-level agreements while maintaining a student-first approach.

Key Responsibilities:

Student Engagement & Conversion:

• Conduct phone consultations with prospective students to understand their academic backgrounds, interests, and study abroad goals.
• Research and provide detailed information on university USPs, courses, scholarships, and eligibility criteria to align with students' profiles.
• Address queries regarding application processes, admissions requirements, scholarships, and university policies.
• Build rapport with students and implement structured follow-ups to ensure they progress through the application and deposit stages.
• Track and chase document submissions post-application to facilitate smooth admissions processing.
• Utilize persuasion and negotiation skills to convert students at different stages of the recruitment funnel.

Admissions Operations & Application Screening:

• Conduct initial checks on applications to verify eligibility, including minimum entry requirements, academic transcripts, English language documents, and supporting materials such as Letters of Recommendation (LORs), Statements of Purpose (SOPs), and passports.
• Assist with academic verification to ensure applicants meet university and visa compliance requirements.
• Process application outcomes within agreed Acumen and university timeframes.
• Ensure adherence to admissions protocols, standard operating procedures (SOPs), and compliance regulations.

Lead Management, CRM & Reporting:

• Manage student leads efficiently through CRM systems, ensuring all interactions, follow-ups, and conversions are logged accurately.
• Oversee lead tracking and follow-ups to optimize conversion rates from inquiry to deposit stage.
• Generate conversion reports and insights using Excel to monitor enquiry trends, conversion rates, and campaign performance.
• Moderate Excel proficiency required for data handling, including sorting, filtering, Pivot Tables, VLOOKUP, and basic data analysis.
• Work on multiple technology platforms, including CRM, Contact Center tools, and university student record systems, to support recruitment efforts.

Stakeholder Engagement & Compliance:

• Deliver exceptional customer service to applicants, parents, agents, and internal stakeholders.
• Maintain professional email etiquette and clear communication in both written and verbal interactions.
• Collaborate with university representatives, admission officers, and internal teams to enhance the student experience and conversion success.
• Keep up to date with admission policy changes, external regulations, and university academic requirements.
• Represent partner universities at fairs, events, and student outreach programs across India (requires up to 25% travel).

Key Requirements:

Education & Experience:

• Bachelor’s degree (or equivalent experience) in Education, Business, International Relations, or a related field.
• 2-5 years of experience in student recruitment, admissions counselling, lead conversion, or a similar role (preferably for the USA market).
• Experience in phone-based student recruitment, outbound calling, and CRM-driven lead conversion strategies.
• Familiarity with USA university admissions processes, including application screening, transcript evaluation, and visa requirements.

Skills & Competencies:

• Excellent communication skills (both verbal and written) with a strong ability to persuade and influence prospective students.
• Goal-oriented mindset, with the ability to meet and exceed conversion targets.
• Moderate proficiency in Microsoft Excel (capable of using Pivot Tables, Sorting & Filtering ,VLOOKUP, Removing duplicates and data validation for reporting and analysis).
• Strong attention to detail and the ability to analyze application documents efficiently.
• Tech-savvy, with experience handling student record systems, CRM tools, and data management platforms.
• Ability to multi-task and manage high-volume applications in a fast-paced environment.
• A team player with problem-solving skills and the ability to work in a structured, processdriven environment.