CRM Operations Associate Intern

Job Description : CRM Operations Associate Intern
Company: Modern Theory
Job Type: Part-Time Internship
Working Hours: 4 hours per day

Department: Sales Operations and CRM
About Modern Theory
Modern Theory is a branding agency helping businesses build strong brands through brand strategy, identity design, packaging, website design and digital marketing.
We are looking for a detail-oriented CRM Operations Associate Intern to manage CRM data, track the sales funnel, monitor BDA performance and audit sales calls to ensure process compliance and lead quality.
Roles and Responsibilities
1. CRM Operations and Data Management

• Import exported lead data into the CRM and ensure all activities and records are updated accurately.
• Maintain clean and updated CRM records with proper lead statuses, follow-up activities and notes.
• Track lead movement across the sales funnel and identify missing updates or inactive leads.
• Ensure 100% consumption of generated leads by coordinating with BDAs and following up on uncontacted leads.
• Assign priority leads based on BDA performance and allocation guidelines.

2. Funnel Tracking and Reporting

• Maintain Excel or Google Sheets trackers for all campaigns with campaign-wise funnel data.
• Track lead movement from lead generation to booking, session completion and payment.
• Calculate and maintain the Lead-to-Payment (L2P) ratio every month.
• Monitor funnel conversion rates and identify drop-offs, delays and performance gaps.
• Prepare regular reports and share actionable insights with relevant stakeholders.

3. BDA Performance Monitoring

• Monitor BDA lead consumption, follow-up activity and CRM update compliance.
• Identify leads that have not been contacted or followed up on and nudge the responsible BDA.
• Track adherence to the defined calling and follow-up process.
• Highlight recurring performance gaps and escalate unresolved issues to the reporting manager.

4. Call Auditing and Quality Control

• Audit BDA calls to evaluate communication quality, professionalism, requirement understanding and process adherence.
• Identify instances of client misbehaviour, inappropriate communication or serious process violations.
• Share structured feedback with BDAs to improve call quality and client experience.
• Escalate serious or repeated violations to the reporting manager and support the issuance of formal warning emails when approved.
• Maintain a call audit tracker with observations, feedback, corrective actions and closure status.

5. Campaign Lead Quality Audit

• Audit leads generated through different campaigns to assess lead quality and qualification.
• Identify recurring issues such as irrelevant leads, incorrect contact details, poor qualification or mismatches between campaign promises and lead expectations.
• Share campaign-wise lead quality feedback with the relevant stakeholders.
• Support data-driven decisions to improve campaign targeting, lead quality and sales conversion.

Key Performance Indicators (KPIs)

• CRM accuracy: Completeness and accuracy of lead records and activities.
• Lead consumption: 100% of generated leads assigned and actioned within the defined SLA.
• Funnel reporting: Timely and accurate campaign-wise reporting.
• L2P tracking: Monthly calculation and reporting of the Lead-to-Payment ratio.
• Call audit coverage: Completion of the assigned call audit targets.
• Feedback and escalation: Timely reporting of quality issues and tracking of corrective actions.
• Lead quality reporting: Regular campaign-wise feedback supported by data.

Required Skills

• Good working knowledge of Excel or Google Sheets.
• Strong attention to detail and data accuracy.
• Basic understanding of CRM systems and sales funnels.
• Good analytical and reporting skills.
• Professional communication and coordination skills.
• Ability to handle confidential business and client information.
• Ability to identify errors, follow processes and escalate issues objectively.

Ideal Candidate
A disciplined and analytical individual who enjoys working with data, tracking performance and improving operational processes. Prior CRM experience is an advantage but not mandatory.

Work Structure
This is a part-time internship requiring 4 hours of work per day. The candidate will work closely with the sales team and management to maintain CRM discipline, improve funnel visibility and ensure accountability across lead handling and call quality.

Pay: From ₹5,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Paid sick time
• Work from home

Application Question(s):

• Advanced Microsoft Excel

Language:

• Hindi (Required)
• English (Preferred)

Work Location: In person