Head – CRM (Admissions Department)

Company: Harsha Institutions
Location: Nelamangala, Bengaluru, Karnataka
Job Type: Full-time
Department: Admissions – CRM
Reporting To: Director – Admissions / Secretary
Salary: ₹80,000–₹1,00,000 per month

Job Summary

Harsha Institutions is looking for an experienced, strategic, and results-oriented Head – CRM to manage and optimise the Customer Relationship Management (CRM) function for the Admissions Department across its institutions.

The candidate will be responsible for managing admission enquiries, monitoring lead allocation and follow-ups, improving lead conversion rates, maintaining accurate admission data, supervising CRM operations, and ensuring effective coordination between digital marketing, outreach, telecalling, counselling, and admission teams.

The ideal candidate should have strong expertise in CRM systems, lead management, admissions operations, MIS reporting, data analytics, workflow automation, and team leadership, with the ability to improve operational efficiency and drive student enrolment.

The selected candidate will report to the Director – Admissions and coordinate with the Secretary on key performance updates, CRM strategy, and management requirements.

Key Responsibilities1. CRM Management and Operations

- Manage the complete CRM system and lead management process across all assigned institutions.
- Ensure all admission enquiries generated through websites, digital campaigns, telephone calls, walk-ins, outreach activities, and other channels are recorded in the CRM.
- Establish standard operating procedures for lead entry, allocation, follow-up, status updates, and closure.
- Ensure accurate and timely data entry by admission counsellors, telecallers, and other relevant teams.
- Monitor CRM functionality, data quality, system usage, and operational efficiency.
- Coordinate with CRM software vendors and the IT team for system improvements, integrations, and issue resolution.

2. Lead Allocation and Follow-up Monitoring

- Ensure timely allocation of leads to appropriate admission counsellors and teams.
- Monitor lead response times, follow-up schedules, call records, and enquiry status.
- Track pending enquiries, missed follow-ups, inactive leads, and overdue tasks.
- Implement systematic follow-up processes through calls, SMS, WhatsApp, email, and other approved communication channels.
- Ensure every lead is tracked until admission, loss, or closure.
- Identify leads requiring escalation or additional counselling support.

3. Admission Conversion and Performance Tracking

- Monitor the complete admission funnel, from enquiry generation to counselling, application, and confirmed admission.
- Analyse lead-to-application and lead-to-admission conversion rates.
- Identify bottlenecks and recommend corrective measures to improve conversion performance.
- Coordinate with the Director – Admissions and Admission Managers to achieve institutional enrolment targets.
- Prepare course-wise, institution-wise, source-wise, region-wise,



and counsellor-wise conversion reports.
- Implement data-driven strategies to reduce lead leakage and improve admission outcomes.

4. CRM Team Management

- Lead and supervise CRM executives, data entry operators, telecalling coordinators, and other assigned personnel.
- Allocate responsibilities and monitor team productivity.
- Train employees on CRM usage, data entry standards, lead handling, and reporting procedures.
- Conduct regular performance reviews and ensure adherence to established CRM processes.
- Coordinate with admission teams to resolve operational gaps and improve team performance.

5. MIS Reporting and Data Analytics

- Prepare daily, weekly, and monthly reports on enquiries, lead allocation, follow-ups, applications, and confirmed admissions.
- Develop dashboards to monitor team performance and admission funnel metrics.
- Analyse enquiry sources, lead quality, response times, conversion rates, and lost leads.
- Maintain accurate databases and provide reliable information for management decision-making.
- Submit performance reports to the Director – Admissions and provide updates to the Secretary as required.
- Prepare admission forecasts and identify trends that may affect target achievement.

6. CRM Integration and Automation

- Coordinate with the Digital Marketing team to integrate leads from Google Ads, Meta Ads, websites, landing pages, and other marketing channels.
- Ensure effective integration between CRM, telephony, website enquiry forms, and other relevant systems.
- Implement automated lead assignment, follow-up reminders, task alerts, and reporting wherever feasible.
- Recommend improvements to reduce manual work, data duplication, and lead leakage.
- Coordinate with technical teams to resolve system issues and enhance CRM functionality.

7. Coordination with Admissions and Marketing Teams

- Work closely with the Director – Admissions, Head – Outreach, Head – Digital Marketing, Admission Managers, and Counsellors.
- Ensure that marketing-generated and outreach-generated leads are captured and tracked properly.
- Share lead quality and conversion feedback with the Digital Marketing team.
- Coordinate with institutional representatives to maintain accurate course information and admission status.
- Establish consistent communication and information flow across all student recruitment teams.

8. Reporting and Accountability

- Report to the Director – Admissions and coordinate with the Secretary on key performance matters.
- Ensure transparency and accuracy in admission data and CRM reports.
- Highlight lead leakage, delayed follow-ups, low conversion rates, and process gaps.




- Recommend corrective measures and monitor their implementation.
- Maintain the confidentiality of student information and ensure compliance with institutional data-handling policies.

Educational Qualification

No specific educational qualification is mandatory.

Candidates will be evaluated primarily on their CRM expertise, relevant professional experience, analytical capabilities, leadership skills, and demonstrated ability to manage large-scale lead management operations.

Experience Required

- Strong relevant experience in CRM management, admissions operations, lead management, sales operations, or customer relationship management.
- Proven experience managing CRM teams and large volumes of enquiries.
- Hands-on experience with CRM platforms, lead management systems, reporting dashboards, and data analysis.
- Demonstrated ability to improve lead response times, follow-up compliance, and conversion rates.
- Experience in educational admissions, student recruitment, higher education, or multi-institution operations will be an advantage.
- Experience implementing CRM integrations, automated workflows, and performance monitoring systems is highly desirable.

Required Skills

- Strong expertise in CRM systems and lead management processes.
- Excellent proficiency in MS Excel, MIS reporting, dashboards, and data analytics.
- Understanding of lead generation, follow-up processes, and admission conversion funnels.
- Experience with CRM integrations, automation, and workflow management.
- Strong team leadership, coordination, and problem-solving abilities.
- Excellent communication and management reporting skills.
- High attention to detail, data accuracy, and process discipline.
- Ability to manage large volumes of enquiries across multiple institutions.

Key Performance Indicators (KPIs)

- Accuracy and completeness of CRM enquiry records.
- Lead allocation and first-response time.
- Follow-up completion rate and reduction in pending leads.
- Lead-to-application and lead-to-admission conversion rates.
- Reduction in missed, duplicated, and uncontacted leads.
- Timeliness and accuracy of MIS reports.
- CRM adoption and compliance across admission teams.
- Effectiveness of CRM automation and process improvements.
- Overall contribution to institutional admission targets.

Salary and Advantages

Monthly Salary: ₹80,000–₹1,00,000

- Final compensation will depend on the candidate's professional experience, CRM expertise, team management capabilities, technical knowledge, and demonstrated results.
- Performance-linked incentives may be considered subject to management approval and institutional policy.
- Other applicable benefits will be provided as per institutional norms.

Pay: ₹80,000.00 - ₹100,000.00 per month

Benefits:

- Paid sick time
- Provident Fund

Ability to commute/relocate:

- Nelamangala, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Education:

- Bachelor's (Preferred)

Work Location: In person

📌 Head – CRM (Admissions Department) (Nelamangala Town)
🏢 Harsha Institutions
📍 Nelamangala Town