We are seeking a proactive and customer-focused CRM Executive to manage relationships with enrolled learners and ensure a seamless post-enrollment experience. The ideal candidate will be responsible for providing ongoing CRM support to students, addressing their queries, ensuring engagement and satisfaction, and generating references/referrals from existing learners to drive recent enrollments.
Role and Responsibility:
CRM Support & Learner Engagement
Ensure high learner satisfaction and retention through personalised relationship management.
Guide learners on how to maximise the value of their courses and online resources.
Reference & Referral Generation
Build strong rapport with enrolled students to encourage referrals and recommendations.
Identify and approach satisfied learners to generate references for new enrollments.
Track and report on referral conversions and support the admissions/sales team in leveraging these leads. CRM System Management Update and maintain accurate learner data in the CRM system.
Ensure all learner interactions, feedback, and follow-ups are logged and tracked efficiently.
Key Result Areas (KRAs):
Learner Support & Satisfaction: o Timely resolution of student queries. o Maintaining a high satisfaction score (CSAT/NPS).
Retention & Engagement: o Active engagement and retention rate of enrolled learners.
Reference / Referral Generation: o Number of quality references generated per month. o Conversion rate of referrals into new enrollments.
CRM Data Accuracy: o Regular updates and accuracy of learner records in CRM software.