IT and CRM Manager

Location: Delhi NCR

Reporting To: Directors

Experience Required: 4-7 Years

Industry: EdTech / Study Abroad

Role Summary: We're hiring a multi-functional IT & CRM Manager who can manage lead flow systems, support counselor operations, and generate actionable data reports on performance. You’ll act as a core enabler for student-facing teams—ensuring data flows right, systems work efficiently, and leadership gets timely visibility into metrics.

Key Responsibilities:

Lead Bifurcation & CRM Routing

• Configure and manage real-time lead distribution rules in the CRM (based on course, geography, counselor workload, etc.)
• Ensure leads from different channels (Google Ads, Meta, SEO, Referrals, WhatsApp, etc.) are tagged and routed accurately
• Set up auto-responses, assignment logic, and counselor-level task alerts

CRM Management & Workflow Optimization

• Maintain CRM platforms like LeadSquared or Zoho; build and update journeys, triggers, follow-up reminders
• Ensure that every lead is traceable, accountable, and worked on by the assigned counselor
• Troubleshoot any breaks in workflows (email/sms triggers, stage transitions, missed tasks, etc.)
• Coordination and new development evaluation

Tech Enablement for Sales & Counseling

• Be the go-to support for all CRM, form integration, and calendar/scheduling tool issues
• Handle integrations with landing pages, Google Sheets, booking forms, chatbots, and call tracking tools
• Collaborate with marketing, ops, and tech teams to ensure seamless system experience

System Integrity & Reporting Support

• Conduct weekly audits on data hygiene (duplicate leads, inactive follow-ups, broken flows)
• Monitor and maintain lead status compliance and counselor adherence to tech processes
• Support ops managers with data pulls and insights for review meetings

Note:

Additional tasks may be assigned as needed to support departmental goals

Candidate Profile:

Must-Have Skills

• 4-7 years in a tech-facing CRM operations or IT support role in EdTech or B2C sales setup
• Hands-on experience with LeadSquared, Zoho CRM, or Salesforce
• Understanding of lead lifecycle, CRM architecture, automation flows, and counselor KPIs
• Working knowledge of tools like Google Sheets, Zapier, Calendly, GTM, basic API/webhook logic

Behavioral Traits

• High ownership mindset with strong process discipline
• Proactive communicator with an “enabler” approach toward sales/counseling teams
• Ability to prioritize and troubleshoot under time pressure

Preferred (Good to Have):

• Experience in the study abroad or higher education counseling industry
• Familiarity with calendar booking systems and IVR/call tracking setups

What You’ll Get:

• Opportunity to work at a high-impact level in a rapidly growing EdTech company
• Cross-functional visibility across marketing, tech, counseling, and product
• Role evolution into product operations, CRM admin, or process automation verticals.

Job Type: Full-time

Pay: Up to ₹60,000.00 per month

Benefits:

• Flexible schedule
• Leave encashment
• Work from home

Work Location: In person

Application Deadline: 28/07/2025
Expected Start Date: 01/08/2025