AI & CRM Automation Executive

AI & CRM Automation Executive

## Role Overview

We are looking for a highly proactive and technology-driven **AI & CRM Automation Executive** to manage, automate, and optimise the complete lead management and customer communication journey for our education brands.

This role will be responsible for connecting marketing campaigns, CRM systems, WhatsApp automation, AI tools, and admissions workflows to ensure that every lead receives timely, relevant, and personalised communication.

The ideal candidate should be comfortable working with CRM platforms, WhatsApp automation tools, no-code automation platforms, AI tools, spreadsheets, dashboards, and lead databases.

This is not a traditional CRM data-entry role.

We are looking for someone who can build intelligent workflows, automate repetitive marketing and admissions processes, improve lead response times, reactivate old databases, and use AI to increase the efficiency of marketing and sales operations.

The core objective of the role is

**Lead Capture → CRM Entry → Segmentation → Automated Communication → Lead Nurturing → Counselling → Follow-up → Admission → Reactivation**

## Key Responsibilities

### CRM Management & Lead Flow Automation

• Manage the day-to-day functioning of the organisation's CRM and lead management systems.
• Ensure leads from all marketing channels are captured correctly and automatically transferred to the CRM.
• Manage lead flows from:
• Meta Lead Ads
• Google Ads
• Landing Pages
• Website Forms
• WhatsApp Campaigns
• Webinars
• Events and Seminars
• Walk-ins
• Referral Campaigns
• Offline Campaigns
• Old Databases
• Build automated lead assignment and distribution workflows based on course, location, source, campaign, lead stage, and counsellor availability.
• Identify and resolve lead leakage, duplicate entries, incorrect tagging, and integration issues.
• Maintain proper lead source attribution across campaigns.
• Ensure accurate CRM stage movement from new lead to final admission.

### WhatsApp Automation & Customer Journeys

Design, implement, and optimize automated WhatsApp communication journeys for students and parents.

Build workflows for

• Instant lead acknowledgement
• Course information delivery
• Counselling appointment booking
• Demo class invitations
• Webinar registrations
• Webinar reminders
• Event registrations and reminders
• Faculty introduction sequences
• Student success stories
• Testimonials and social proof

Create segmented communication journeys based on

**Course Interest → Lead Source → Engagement Level → Funnel Stage → Location → Student Profile → Previous Interaction**

The objective is to ensure that leads receive relevant communication instead of generic bulk messages.

### AI Implementation & Workflow Automation

Identify opportunities to use AI and automation across marketing, CRM, admissions, and customer communication.

Responsibilities include

• Implement AI tools to improve content generation, lead communication, data analysis, and operational efficiency.
• Build AI-assisted workflows for repetitive marketing and CRM tasks.
• Create AI-powered templates for personalized WhatsApp and email communication.
• Develop internal AI assistants and prompt libraries for marketing and admissions teams.
• Explore AI-based lead classification and prioritization systems.
• Use AI to summarize lead conversations and identify customer intent.
• Develop automated systems for frequently asked questions and basic course enquiries.
• Create AI-assisted reporting and campaign analysis workflows.
• Research and test new AI tools relevant to marketing automation, customer engagement, and education.

The candidate should continuously identify repetitive manual processes and explore ways to automate them.

### Lead Nurturing & Retargeting Automation

Work closely with the Performance Marketing and Content teams to build structured lead nurturing systems.

Create automated journeys for

**New Lead → Engaged Lead → Qualified Lead → Counselling → Follow-up → Admission**

Build separate automation workflows for

• Fresh leads
• High-intent leads
• Unresponsive leads
• Webinar attendees
• Webinar no-shows
• Event attendees
• Demo class participants
• Counselling completed leads
• Fee enquiry leads
• Application incomplete leads
• Lost leads
• Old databases

Monitor engagement and automatically trigger appropriate follow-up actions.

### Lead Scoring & Segmentation

• Develop lead scoring systems based on customer behaviour and engagement.
• Segment leads based on:
• WhatsApp responses
• Link clicks
• Webinar attendance
• Event participation
• Counselling bookings
• Demo attendance
• Website behaviour
• Course interest
• Recency of interaction
• Lead source
• Help the admissions team prioritize high-intent leads.
• Build automated alerts and tasks for counsellors when leads show strong buying intent.
• Continuously improve lead qualification criteria using conversion data.

### CRM & Admissions Team Coordination

• Work closely with admissions and counselling teams to understand lead follow-up challenges.
• Train team members on correct CRM usage and lead-stage management.
• Ensure counsellors update lead stages and outcomes correctly.
• Create reminders and automated tasks for pending follow-ups.
• Develop escalation workflows for leads that have not been contacted within the defined response time.
• Track response time and follow-up efficiency across teams.
• Identify funnel leakage and recommend automation solutions.

### Database Management & Reactivation

• Maintain clean, structured, and segmented lead databases.
• Regularly audit CRM data for duplicates, missing information, incorrect tags, and outdated lead stages.
• Build database reactivation campaigns for old leads.
• Segment historical databases based on course interest, year, campaign source, engagement, and previous enquiry stage.
• Develop automated re-engagement campaigns using WhatsApp, email, and advertising audience lists.
• Track reactivation campaign performance and conversions.

### Integration & No-Code Automation

Build and maintain integrations between marketing and CRM platforms.

The candidate should be comfortable working with

• CRM platforms
• WhatsApp Business API platforms
• Meta Lead Ads integrations
• Google Ads lead tracking
• Landing-page form integrations
• Google Sheets
• Webhooks
• API-based integrations
• No-code and low-code automation platforms
• Calendar and appointment booking systems
• Email automation tools
• Reporting dashboards

The candidate is not expected to be a full-stack developer but should have a strong understanding of how systems connect and should be comfortable building workflows using automation tools.

### Reporting & Funnel Analytics

Build and maintain reports covering the complete lead journey.

Provide regular reports identifying bottlenecks and opportunities for automation.

## Required Skills & Experience

• 1–3 years of experience in CRM operations, marketing automation, sales automation, digital marketing operations, or a related role.
• Hands-on experience working with CRM platforms and lead management systems.
• Experience with WhatsApp Business API or WhatsApp automation platforms.
• Strong working knowledge of AI tools and practical business use cases.
• Experience with workflow automation and no-code tools is strongly preferred.
• Strong knowledge of Google Sheets and data management.
• Basic understanding of APIs, webhooks, integrations, and data flows.
• Ability to understand customer journeys and translate them into automation workflows.
• Strong analytical and problem-solving skills.
• Ability to coordinate with marketing, admissions, content, and technology teams.
• Experience in Education, EdTech, Coaching, Training, or other high-volume lead generation industries is preferred.

## Preferred Technical Exposure

Candidates with hands-on exposure to any combination of the following will have an advantage:

• CRM and lead management platforms
• WhatsApp Business API platforms
• Marketing automation platforms
• No-code automation tools
• AI assistants and generative AI platforms
• Google Sheets automation
• Dashboard and reporting tools
• Meta Lead Ads integrations
• Google Ads conversion tracking
• Webhooks and API integrations
• Appointment scheduling systems
• Email marketing automation

We value practical problem-solving ability more than familiarity with any single software platform.

## What We Expect

We are looking for someone who

• Thinks in systems and workflows.
• Enjoys solving repetitive operational problems using automation.
• Understands the complete customer journey, not just CRM data entry.
• Can independently build and test automation workflows.
• Is curious about new AI tools and actively experiments with them.
• Understands that automation should improve customer experience, not create spam.
• Can coordinate effectively with marketing and admissions teams.
• Pays close attention to data quality and system accuracy.
• Takes ownership of problems from identification to implementation.
• Measures automation success through conversion improvement and operational efficiency.

## Key Performance Indicators

Performance will be evaluated based on

• CRM lead capture accuracy
• Reduction in lead leakage
• Lead assignment speed
• Lead-to-admission conversion improvement
• CRM data accuracy
• Number of manual processes successfully automated
• Time saved through automation
• Adoption of AI tools across internal teams
• Reliability of integrations and workflows

## Role Type

**Full-Time | On-Site**

The AI & CRM Automation Executive will work closely with the Marketing Head, Performance Marketing Specialist, Marketing Content Specialist, Admissions Team, CRM Team, and Technology Partners.

The objective of this role is to build an intelligent and automated growth infrastructure where **no lead is lost, every customer receives relevant communication, admissions teams receive better-qualified opportunities, and repetitive processes are continuously automated using AI and technology.**