In this role as the Head of Enrolment and Customer service (Centre level), you will assist the Director, Sales and Customer Experience in developing and executing sales & customer management plans for the Centre that you are responsible for.
To manage the day-to-day running of the centre, expansion, and development of TLL programmes, working closely with all departments to provide excellent customer service to learners and parents.
You will build and lead a team that is highly motivated to deliver sales targets and first-class customer care in your Centre.
Accountabilities, responsibilities, and main duties:
Delivery of Excellent Customer Service Standards
- To lead and motivate the Enrolment & Customer service team to ensure high standards of services across all activities by managing customers feedback and queries in a timely and professional manner.
- To collaborate with the Academic Director in managing the day-to-day running of the centre to achieve smooth and seamless operations that is in accordance with the standards set.
- To assess service level statistics and prepare detailed reports on findings and provide timely updates to the Director, Sales and Customer Experience.
Delivery of Enrolment, Retention and Conversion Targets
- To maximise the staff potential of the Enrolment & Customer service team to meet and exceed enrolment targets and conversion KPIs.
- To work with the Academic Director and Marketing Department in defining and executing the sales strategy of the centre.
- To collaborate with the Planning Team to optimise class planning to meet regional market demand.
- To strategise and execute activities to improve customer engagement and improve brand awareness and perception.
- To recruit new students through activities such as facility visits, lead/demand generation campaigns, open houses, and information sessions.
- In collaboration with centre's Academic Director, to ensure student retention and re-registration targets are met.
Project Management and Companywide initiatives
- To proactively engage with internal stakeholders such as Marketing, Finance, and Information Technology to ensure business needs are met.
- To provide solutions and recommendations to ensure processes are up to date and customer centric.
Snapshots of our ideal candidate:
- Bachelor's degree in business management or equivalent
- Minimum 5 years of managerial experience of leading a team in a sales-oriented environment, with proven track record in achieving aggressive sales targets.
- Experience in education industry is an added advantage
- Experience of and commitment to excellent customer service management.
- Ability to build strong rapport across all levels, demonstrating strong leadership, communication, and interpersonal skills.
- Experience in managing change projects to drive business.
- Excellent English and Chinese language proficiency.
- We operate a seven-day week, and twelve-hour day in our centres. The Head of Enrolment & Customer service must be flexible in their working patterns. The post holder may have to work on Saturday and/or Sunday, although will normally have two consecutive days off a week.
