Education Specialist, Local Engagement

4 weeks ago

Singapore Singapore Institute of Management Full time

Manage and support the development of student recruitment efforts in Singapore for the institute by identifying new ways to attract new customers in the future

RESPONSIBILITIES:

Student Recruitment Operations

  • To work with the Senior Lead / Lead / Deputy Lead, Local Engagement, to manage and support the development of local student recruitment efforts for the institute by promoting the SIM brand-name and planning local student recruitment strategies.

  • To supervise and guide the team to ensure operational needs and goals of the department are met (e.g. operations roster, compliance to policies and processes).

  • To provide timely training and coaching to team members on a regular basis so as to achieve a high standard of service to customers.

  • To attend to customers' enquiries via walk-ins, phone, email, live chat during peak periods.

  • To supervise and guide the team to ensure that all leads obtained are followed up on a timely basis.

  • To provide analysis of leads follow-up reports and suggest areas for improvement.

  • Relay market knowledge: Monitor the state of the education market and competitor's performance, structure and share this knowledge with the team and the business

  • Leads Management

  • Leverage data: Monitor key performance metrics on all steps of the sales conversion funnel and take action on this data, while constantly expanding and refining best practices.

Project Management

  • To lead the Student Ambassadors (SA) Programme, and ensure the team is well managed and trained to support recruitment activities and events effectively

  • To recruit and maintain a sizeable pool of SAs to support student recruitment and marketing strategies

  • To develop and maintain training materials, conduct trainings for SAs to ensure they are well equipped to support their assigned functions

People Management

  • To manage resources and work through staff to achieve results with clearly defined business objectives, processes and performance standard

  • To provide advice and supervision to staff in the department

  • To ensure compliance with HR policies and guidelines

Systems/Process

  • Budget Process

  • Finance System (FIN 2.0)

  • Student Management System (SIMConnect)

  • Student Application System (OAM)

  • Procurement Process

  • Sales Management System (Salesforce CRM)

  • Weekly and Monthly Reporting Process

JOB REQUIREMENTS

Academic Education and Work Experience

  • Bachelor degree with 5-8 years of relevant working experience, preferably in sales, marketing or customer service

  • Experienced in Customer Service and Sales conversion processes

  • Experienced in leading and training a small team

  • Good understanding of the higher education industry in Singapore

  • Results-oriented, driven, self-motivated and analytical

  • Strong communication skills, including active listening, understanding and clear articulation

  • May need to work on Saturday when required

Personal Attributes

  • Well-developed diplomacy skills and ability to handle expansive and diverse customers

  • Pleasant and patient personality with excellent service mindset

  • Good interpersonal skill with a high level of initiative and drive

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