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EtonHouse International Education Group Liaison Manager
2 months ago
The EtonHouse International Education Group is a renowned organization with 100 schools in over 11 countries, providing high-quality education to over 15,000 children globally. With a strong presence in Asia, EtonHouse has been at the forefront of international education, offering innovative pre-schools and K-12 schools that cater to diverse needs.
Job Description
This is a challenging and rewarding role for a Parent Liaison Manager at EtonHouse International School. Reporting to the Group Brand and Marketing Director and the School Principal, the successful candidate will work closely with internal departments to market and promote EtonHouse International School to the international and local community in Singapore.
Key Responsibilities
- Manage and follow up on new enquiries (calls, email, online leads, walk-ins, etc.) in the CRM system from the date of receipt.
- Record all relevant information into the CRM system and contact new enquiries via phone or email within 1 working day.
- Send the school tour confirmation details to prospect parents via email.
- Reconfirm attendance with prospect parents 1 day before the scheduled appointment and use the CRM calendar tool to do so.
- Send a post-tour email within 1 working day after the school tour.
- Track and note all comments within the CRM in a timely manner and update the status.
- Follow up with post-tour parents by calling them 3 days post-tour to check their status or any other questions.
- Arrange follow-up meetings or assessments within 1 week post-tour.
- Review the status of all enquiries from the CRM reporting (pre/post-tour) to ensure that the PLEs are following up with their prospect parents.
- Compile tour templates and learning stories for the PLO team to improve the school tour.
- Stay updated on school events and activities to enhance the school tour experience.
- Review and shadow PLEs around school tours to ensure they are promoting the school in the right light.
- Continuously review the school tour process with PLEs from start to end, explaining about EtonHouse, curriculum, application documents, and ensuring a 5-star customer service to parents.
- Support families for student pass applications and the team wherever required to facilitate these conversations with agents or parents directly.
- Engage in all induction courses and professional development sessions facilitated by HQ.
- Ensure that the data in the CRM is updated at all times to facilitate accurate reports and trends.
- Update parent status in the CRM and engage with them intentionally to nurture them through the funnel.
- Train and induct new joiners and existing members of the PL team to use best practice in CX and technology platforms.
- Update AI bot templates on a regular basis to keep them relevant and use campaigns from time to time to remarket and enhance conversions.
Open House/Weekly School Tours
- Lead the organization of open days from managing the RSVP list to organizing the relevant groups, schedule of the day, and follow-up.
- Confirm attendance with the PLO team 2-3 days before the Open House and follow up with a phone call.
- Allocate school tour groups for each school coordinator.
- Brief school coordinators on the set-up for the open house.
- Ensure the school is clean and set up ready for open house.
- Work with the kitchen to ensure food and setup are provided.
- Facilitate the content of the sharing by the principal and/or other members of the leadership team.
- Prepare materials and resources that are shared with families.
Requirements
- Bachelor degree from a recognized University with at least 5 to 6 years of related work experience in a sales management/business development role in the education services or a service-oriented industry.
- Sales management experience is desirable.
- Experience working in an international school environment would be an added advantage.
- Possess a collaborative attitude and work well in a team-oriented work environment.
- Excellent written and verbal communication skills.
- Result-oriented and a hands-on marketer.
