Regional CRM Specialist

Regional CRM Specialist

Position Overview:

As a Regional CRM (Customer Relationship Management) Specialist, you will play a crucial role in managing and optimizing our company's interactions with customers, clients, and prospects via Hubspot. You will achieve this by supporting the schools with issues, requirements and Hubspot feature training. You will be responsible for onboarding new schools as well as supporting existing schools on the Hubspot CRM application. You will be responsible for auditing and monitoring Hubspot CRM modules, processes and functionalities and suggest optimizations. You will work closely with cross-functional teams, including regional marketing, admissions and Group CRM team to ensure we manage the customer acquisition processes as well as existing customer journeys implemented in the Hubspot CRM.

Key Responsibilities:

1. Hubspot CRM - Onboarding and Support

• Support the Regional and school teams to onboard newly acquired schools on the ISP admissions process implemented in Hubspot.
• Liaise with the regional CRM managers as well as the Admissions heads to utilize the Marketing automation tools for the campaigns as well as the Sales tools to nurture the leads.
• Optimize the overall usage of the application to improve daily operations and boost productivity.
• Train regional teams on CRM usage, best practices, and data entry guidelines to ensure data sanity and integrity.
• Provide ongoing support to team members regarding CRM-related inquiries and issues.
• Liaise with the group support team in case of process deviations, enhancement requests or potential risks.

1. Marketing Campaigns:

• Design and execute and integrate forms for lead generation.
• Collaborate with the Regional CRM and Marketing team to create and implement email marketing campaigns, newsletters, and other customer communication materials in Hubspot.
• Effectively utilize multiple channels like email, WhatsApp, website landing pages, social lead gen, posts and support the regions to get maximum conversions/enrolments.
• Design and execute automated workflows, including welcome emails, re-engagement campaigns, and offer or events emails aligned with the regional marketing goals and KPIs.

1. Data Management and Analysis:

• Manage and maintain the CRM database, ensuring data accuracy, integrity, and hygiene.
• Regularly analyze customer data to identify trends, preferences, and opportunities for improvement for the schools and overall region.
• Generate reports and insights to inform decision-making for the upcoming CRM initiatives and campaigns and share the insights with the regions.

1. Cross-Functional Collaboration:

• Work closely with marketing, admissions and communications teams to align on CRM strategies with overall marketing efforts.
• Collaborate with Admissions teams to ensure seamless lead management and nurturing processes or workflows are created to handle the incoming parent enquiries.

1. Automation and Technology:

• Utilize Hubspot to automate tasks, track school and parent interactions, and streamline processes.
• Together with regional teams, identify opportunities for implementing new technologies or integrations to enhance CRM capabilities.
• Ensure each new technology is vetted by the Group Tech team before proceeding.
• Ensure schools follow the existing processes required for core-system integrations and master data management.

1. Regulatory Compliance:

• Ensure that all customer data management practices adhere to relevant data protection regulations (e.g., GDPR, CCPA).

1. Liaise with Group CRM Team:

• Conduct Weekly status update meeting with the agency to check the list of resolved, pending and upcoming tasks. Review solutions to ensure there are no bottlenecks and keep deliverables on track.
• Service Desk Tickets process monitoring and review.
• Adhere to the change management protocols and collaborate on the overall CRM strategy.
• Discuss and highlight new requirements and processes implemented for the region.

Qualifications:

• Bachelor’s degree in Marketing, IT, Business, or a related field (Master's degree is a plus).
• Must have proven experience (typically 3-5 years) as a CRM Specialist or in a similar role.
• Proficiency in using Hubspot/Salesforce CRM software (Mandatory requirement).
• Strong analytical skills with the ability to interpret data and draw actionable insights.
• Excellent communication skills, both written and verbal.
• Detail-oriented with a focus on data accuracy and quality.
• Familiarity with email marketing tools and marketing automation.
• Ability to work collaboratively in cross-functional teams.
• Understanding of customer segmentation, personalization, and customer journey mapping.
• Knowledge of data protection and privacy regulations.
• Problem-solving mindset and adaptability to changing circumstances.