CRM Manager

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• Develop and implement a Group‑wide CRM strategy aligned with marketing and admissions goals to improve acquisition, retention, and satisfaction.
• Define parent lifecycle stages (enquiry → enrolment → re‑enrolment → advocacy) and build targeted communication journeys for each.
• Partner with school marketing teams and admissions to embed CRM best practices in daily operations.
• Own the CRM database structure and ensure data accuracy, segmentation, and compliance with data protection policies.
• Work with Analytics and Digital teams to build dashboards and predictive models such as churn probability and parent satisfaction.
• Generate actionable insights on parent behaviour, lead conversion, and communication effectiveness.
• Develop automated and personalized campaigns across email, SMS, app notifications, and Whats App through GEMS Connect and other digital platforms.
• Create lead‑nurturing and re‑engagement programs that guide prospective parents through the decision‑making process.
• Manage campaign calendars around enrolment cycles, events, and key academic milestones.
• Manage and optimise CRM platforms (e.g., Salesforce, Zoho, or Dynamics), ensuring integration with GEMS Connect, school websites, and lead‑management systems.
• Collaborate with IT and digital teams to ensure CRM infrastructure supports real‑time data sync across systems.
• Continuously evaluate new tools and automation technologies to enhance personalisation and efficiency.
• Work closely with Marketing, Admissions, School Leaders, and the GEMS Connect product team to unify communication and engagement efforts.
• Partner with the Finance and Customer Experience teams to integrate reminders, tuition payment journeys, and satisfaction surveys.
• Train and mentor school‑based marketing and admissions teams on CRM utilisation and best practices.

• Strategic thinker with strong analytical and problem‑solving abilities.
• Excellent communication and storytelling skills.
• Highly collaborative, able to work cross‑functionally across marketing, digital, and admissions.
• Detail‑oriented, organised, and comfortable with data and technology.
• Passionate about parent engagement and enhancing the education experience.
• Bachelor’s degree in Marketing, Data Analytics, or related discipline (Master’s preferred).
• Minimum 5–7 years’ experience in CRM, data‑driven marketing, or marketing automation, ideally within education, retail, or hospitality.
• Hands‑on experience with CRM tools (Salesforce, Hub Spot, Dynamics, or Zoho) and marketing automation systems.
• Strong data analysis skills and comfort with dashboards (Power BI, Tableau, or equivalent).
• Proven record of improving customer retention and satisfaction through targeted campaigns.

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