Customer Engagement Manager

2 weeks ago


Singapore YAMAHA MUSIC (ASIA) PRIVATE LIMITED Full time

Purpose of Position:

  • To oversee music schools' (direct management and licensee centres) operational matters.
  • To convey and facilitate Music School Division directives, policies & procedures to school heads/executives/staff.
  • To support music school in the effective A&P planning, implementing & monitoring ofenrolment and retention activities.
  • Budget planning of sales and expenditure, P/L monitoring of each branch

Area of Accountability

  • Achievement of KPIs set by the management.
  • Achievement of Enrolment & Revenue budget.
  • Resource management staff, teachers and studios.
  • Quality customer service standards at all music schools (direct centres).
  • Direct supervision of Wholesale school business and operation matters.

Key Duties:

  • Lead the school teams in the achievement of enrolment and revenue budget.
  • To ensure effective implementation of tactical plans & activities at the branch level.
  • Ensure adherence to policies, procedures and workflow systems to facilitate efficient control of operations across music schools (direct management).
  • To guide School Heads in the administration of the schools' daily operation, see to their training cum development & evaluate their work performance.
  • To work closely with Music Professional(s) in teachers' allocation and management.
  • To increase the efficient use of studio resources at all branches.
  • CRM managing leads, track & monitor customer contacts and conversations at branch levels.
  • To evaluate branch levels' customer service level at interim periods and work closely with School Heads to implement training initiatives to service staff, with the aim of elevating customer service level.
  • To undertake curricular and administration projects as well as assisting in the organisation of concerts, & festivals, where applicable

Job Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • At least 2 years of experience in management or customer relationship management.
  • Excellent interpersonal skills (written and verbal).
  • Detail and goaloriented.
  • Proficient in Microsoft Office.


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