Reporting to the Assistant Director, Customer Experience, we're looking for a Senior Manager, Customer Experience & Systems to be the key person to lead the various systems used by Business Operations Dept. This is a strategic leadership role where you'll optimise our systems to drive enrolment growth and create seamless customer experiences.
Job Responsibilities:
- Own and manage customer-facing systems enrolment platforms, school management platforms, CRM tools, and communication platforms
- Work with cross-functional teams (Business Ops Leads, Marketing, Business Units, HR, Tech, etc.) to ensure alignment of sales strategies with broader business goals.
- Communicate and implement changes to sales strategies, processes, or policies effectively, ensuring smooth adoption across teams.
- Partner with IT and vendors to ensure systems are intuitive, reliable, and effectively meet the needs of both staff and families.
- Champion the use of digital tools to streamline onboarding, scheduling, billing, and communication processes.
- Develop and deliver sales enablement initiatives, including training, tools, and resources to enhance team performance.
- Oversee the implementation, management, and optimisation of CRM and enrolment systems (e.g., HubSpot, SN2).
Job Requirements:
- A recognised degree in IT / Computing or related discipline
- 10 years experience in sales, enrolment, or customer experience, with at least 3 years in management.
- Strong leadership and interpersonal skills.
- Hands-on experience with CRM platforms (HubSpot experience serves as an added advantage).
- Strategic thinker with strong analytical and problem-solving skills.
- Excellent communicator who can influence and collaborate across teams.
- Able to work independently with minimal supervision.
