Description
Position at India Manthan Services Purpose of Role As a Group CRM (Customer Relationship Management) Specialist, you will play a crucial role in managing and optimising ISP’s interactions with customers, clients, and prospects via HubSpot. You will achieve this by supporting the Group and Regional colleagues with problem-solving, implementation, delivery and HubSpot training. You will support onboarding of new schools as well as supporting existing schools on the HubSpot CRM application. You will conduct regular system audits and monitor HubSpot CRM modules, processes, and functionalities to suggest optimisations and flag irregularities. You will work closely with cross-functional teams, including regional marketing, admissions, and External support agency, to ensure we manage the customer acquisition processes as well as existing customer journeys implemented in the HubSpot CRM. ISP Principles Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding and Health & Safety issues and acting and following up on all concerns appropriately. Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others. Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community. Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools. Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement. ISPGroup CRM Specialist - Key Responsibilities:
HubSpot CRM - Onboarding and Support
Support the Regional teams to onboard newly acquired schools on the ISP admissions process implemented in HubSpot.
Support the day-to-day running of core ISP admissions activity within HubSpot, including interacting with business users and technology partners to support the HubSpot CRM environment.
Optimise the overall usage of application to improve daily operations and boost productivity and enrolment performance.
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.
Work with the external support agency to resolve issues and deliver solutions for internal ISP customers.
Marketing Campaigns:
Collaborate with the Regional CRM and Marketing teams to support the creation of email marketing campaigns, newsletters, and other customer communication materials required in HubSpot.
Design and execute automated workflows, including welcome emails, re-engagement campaigns, and offer or events emails aligned with the regional marketing goals and KPIs.
Segmenting lead generation lists based on marketing campaigns and effectiveness (performance marketing).
Tracking and measuring the effectiveness of marketing campaigns in CRM.
Data Management and Analysis:
Manage and maintain the CRM database, ensuring data accuracy, integrity, and hygiene.
Regularly analyse customer data to identify trends, preferences, and opportunities for improvement for the schools and overall region
Overseeing data integrity within HubSpot CRM through data import management, data cleaning up, and deduping etc.
Generate reports and insights to inform decision-making for the future CRM initiatives and campaigns and share the insights with the regions.
Cross-Functional Collaboration:
Work closely with marketing, admissions and communications teams to align CRM strategies with overall marketing efforts.
Review, recommend and implement best practice processes and procedures within HubSpot
Collaborate with Admissions teams to ensure seamless lead management and nurturing processes or workflows are created to handle the incoming parent enquiries.
Team Training & Implement Best Practices
Research and keep the ISP knowledge base up to date with the latest information on HubSpot and related technologies.
Create and update the HubSpot training material as well as technical documents.
Accordingly, train regional teams on CRM usage, best practices, and data entry guidelines to ensure data sanity and integrity.
Managing the optimisation of our HubSpot instance, including platform integrations, workflow development & management, templates, and troubleshooting
Serve as the technical subject matter expert for all things HubSpot - implementation or troubleshooting.
Consult on and implement advanced marketing ops topics (e.g. attribution, lead scoring, and inbound/outbound approaches, etc.), sales ops topics (e.g. sales enablement, sales org structures, and sales process optimization, etc.), tech stack topics, and service ops topics (e.g. client onboarding, customer support, service org structure and service process optimization).
Skills, Qualifications and Experience
2 or more years’ experience as a HubSpot Administrator, Developer or Consultant.
HubSpot Sales or HubSpot Marketing Software certifications.
3 or more years of experience working directly with sales or marketing teams to gather stakeholder requirements and translate and implement the business needs to technical specifications.
Strong organizational, project management, and analytic skills.
A deep understanding of all aspects of HubSpot configuration and technical/functional capabilities.
Ability to advise and implement best practices.
Exceptional written and oral communication skills are essential.
A Bachelor's Degree in Business, Marketing or a related field.
Basic proficiency or working knowledge of HTML and CSS (Preferred).
ISP Commitment to Safeguarding Principles ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All postholders are subject to appropriate vetting procedures, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history. ISP Commitment to Diversity, Equity, Inclusion, and Belonging ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.
