Head of Enrolment and Customer Service
1 day ago
**Location**
- Singapore, Central Singapore**Job Type**
- Permanent**Salary**
- $5,000 - $6,500 Per Month**Date Posted**
- 8 hours agoAdditional Details
**Job ID**
- 144146**Job Views**
- 27Roles & Responsibilities
In this role as the Head of Enrolment and Customer service (Centre level), you will assist the Director of Planning, Enrolment and Customer service in developing and executing sales & customer management plans for the Centre that you are responsible for. This includes the professional handling of enquiries and registrations across the full range of The Learning Lab’s services and activities.
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, and with Marketing to ensure we understand and communicate effectively with our target segments.
You will build and lead a team that is highly motivated to deliver sales targets and first-class customer care in your Centre.
**Job responsibilities:
**Delivery of Excellent Customer Service Standards**
- To lead the centre’s Enrolment & Customer service team to ensure high standards of customer service across all activities.
- 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 proactively engage with internal stakeholders to ensure KPIs and business needs are met.
- To maximise operational efficiency to meet and exceed internal and external stakeholders’ expectations.
- To manage customer’s feedback and queries in a timely and professional manner.
**Delivery of Enrolment, Retention and Conversion Targets**
- To maximise the staff potential of the centre’s Enrolment & Customer service team to meet and exceed enrolment targets and conversion KPIs.
- To work with the Academic Director in defining and executing the sales strategy of the centre.
- To collaborate with the Planning Team to optimise class planning in order to meet regional market demand.
- To strategise and plan 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.
- To engage prospective students and parents through face to face or phone interactions.
- In collaboration with centre’s Academic Director, to ensure student retention and re-registration targets are met.
- To facilitate the new student enrolment and onboarding process.
- Bachelor’s degree in Business Management or equivalent
- Minimum 5 years of managerial experience of leading a team in a sales-oriented environment, preferably in the education industry with proven track record in achieving aggressive sales targets.
- 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.
- Good English and Chinese language proficiency.
- Resilient under pressure.
- We operate a seven-day week, and twelve-hour day in our centres. The Head of Enrolment & Customer service must be flexible in hours and having to devote one weekend of work.
**Expect the best for the best - an attractive remuneration package.**Tags
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