CRM Product Manager

Role & responsibilities Lead the ideation, development, and implementation of CRM product features that enhance the student journey throughout their educational experience Develop and maintain a strategic roadmap for CRM platforms, ensuring alignment with organizational goals and market needs Conduct user research and usability studies to understand customer needs and translate them into effective CRM solutions Design and implement customer segmentation strategies to enable personalized communication and targeted offerings Create and optimize customer journey mapping to improve conversion rates and enhance customer satisfaction Establish metrics and KPIs for measuring CRM performance and regularly report on results Collaborate with cross-functional teams including sales, marketing, and customer support to ensure alignment of CRM strategies Identify opportunities to integrate CRM solutions with other educational platforms to create a unified ecosystem Leverage data analytics to derive actionable insights that drive product decisions and improvements Prioritize feature development based on business impact, user needs, and technical feasibility Ensure continuous improvement of existing CRM features while balancing new feature development Manage the end-to-end product lifecycle including planning, development, testing, and release Train internal stakeholders on CRM capabilities and collect feedback for further enhancements Stay updated on CRM market trends, competitor offerings, and emerging technologie Experience 3-4 years in CRM product management Hands-on experience with leading CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, etc.) Demonstrated experience in implementing CRM strategies and solutions Experience with Agile methodologies like Scrum and Kanban Should have shipped CRM products/features across platforms Experience in customer journey mapping and optimization Preferred candidate profile Experience in the education or edtech sector Experience with custom CRM development Knowledge of marketing automation tools Experience in designing and implementing customer loyalty programs Knowledge of SQL for data analysis Experience with API integrations Familiarity with educational data models Understanding of educational workflows and processes B.E/B.Tech + MBA from tier 1 institute Skills Superior organization, communication, and interpersonal skills Strong analytical ability with data-driven decision-making approach Proficiency in CRM analytics and reporting Experience with user story creation and requirement documentation Ownership and accountability attitude Stakeholder management skills