Center Customer Experience Manager

WALL STREET ENGLISH
Mức lương
Đang cập nhật
Địa điểm làm việc
Hồ Chí Minh
Kinh nghiệm yêu cầu
2 - 4 Năm
Chi tiết tin tuyển dụng

Mô tả công việc

Student Progress Management

Ensure that Coaches know their students well, they maintain a close relationship, they coach them on good study habits and they keep them highly engaged so all students achieve their English goals
Ensure that Coaches update their student progress correctly in the CRM and follow up as necessary
Ensure Coaches in the centers carry out their CFP touchpoints to a high standard and in a timely manner
Ensure that the coaches in the center follow- up with the students to feedback on their Encounter Class result
Using the Service Dashboards, monitor Coach performance with respect to their students’ progress, giving support and accountability to the team as needed


Class Booking Management:

Coordinate with the Center Head of Teaching to ensure that students have enough classes taking into consideration the students time preferences
Monitor the waiting list regularly to ensure that coaches are proactive at booking their students when there is class availability that frees up
Work with the Coach Team to ensure that classes are booked efficiently and maximize class utilization
Train the coaches to manage their students&039; objections with respect to class time preferences
Drive the coach team’s proactivity to ensure student have their classes booked and that they attend

Student Service and Study Environment Management

Display leadership and good example and engage with students to foster a sense of community and trust within the center
Receive and address complaints coming from students or escalated from the Sales team function
Ensure that the look, feel and atmosphere is positive within the center in cooperation with the Center Head of Teaching and Center Head of Sales
Enforce stellar customer service standards from the Coach Team towards the students and prospects and ensure compliance to the center’s rules and regulations

Events and Social Activities Planning, Conceptualization and Coordination

Assign the conceptualization of the events and activities to the coach team members and ensure that the topics are properly entered into the calendar drafts
In coordination with the Center Head of Teaching and Center Head of Sales, determine the interests that needs to be covered through SC and events for the center for each month
Coordinate with the Center Head of Teaching and Center Head of Sales to ensure that the SC and events are executed successfully to the satisfaction of the students and prospects
Ensure that the Coaching team invite the students proactively to events in line with their respective interests
Anticipate the center level events and social activities needs at least 1 month in advance of the beginning of each month

Internal Revenue Generation

Drive Coach performance with respect to internal revenue generation
Proactively build productive and collaborative working relationships with the Center Head of Sales and the Educational Consultant Team to ensure Internal Revenue targets are met
Ensure referral and renewal promotions are well- communicated
Participate to idea generation discussions related to IR promotions

Team Management

Proactively share best practice with the other members of the CX Management team
Set team goals to align with the needs of the student and school targets
Attain team objectives by coaching, training, supporting, disciplining, planning, and appraising the Coaching Team
Manage Coaches’ schedules, punctuality, attendance and overall performance
Support the process of hiring and training new Coaches as needed
Implement and ensure compliance to Standard Operating Procedures

Yêu cầu công việc

JOB REQUIREMENT

Ability to train employees as needed
Strong levels of integrity with a hard- work ethic
Excellent communication and interpersonal skills
Outstanding organizational and leadership skills
Able to work on a rotation schedule including weekends, mornings, evenings and overtime as needed
High level of emotional intelligence
Strong familiarity with company policies and procedures
Highly skilled at customer service and WSE Teaching methodology
Proven experience as supervisor or in a leadership role
Good knowledge of MS Office and Hubspot

Quyền lợi

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Đồng phục, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-06-05 14:45:03

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Quy mô: 200 - 500
Trụ sở: 21 Le Quy Don, District 3, Ho Chi Minh

Thông tin chung

Ngành nghề
Tư vấn/ Chăm sóc khách hàng
Cấp bậc
Trưởng Nhóm / Giám Sát
Kinh nghiệm yêu cầu
2 - 4 Năm
Trình độ yêu cầu
Đại học
Số lượng cần tuyển
Đang Cập Nhật
Hình thức làm việc
Nhân viên chính thức
Giới tính
Đang cập nhật
Hạn nộp hồ sơ
22/06/2024
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