KEY RESPONSIBILITIES:
A. Business management & customer service: 55%
Set sales plan/target and allocate by day/week/month/year based on company
target.
Lead, monitor and ensure the achievement of new enrollments, re-
enrollments, revenue, profitability, and other KPIs set by the company.
Understand competitors and targeted customers in surrounding areas and
propose effective plans/solutions to acquire new customers.
Propose development strategies, plans and solutions to overcome
difficulties and lead the center to achieve higher results.
Monitor and ensure that customer care procedure are conducted in
accordance with the prescribed regulations.
Ensure the re-enrolment rate of each program/product is achieved as
company's targets.
Ensure the procedure of the Placement Test is conducted properly and
optimize new class opening to achieve ACS KPI & room utilization.
Coordinate well with the marketing team to organize events for both new
and old students to create a fun environment for Yola students.
Oversee the pass/fail ratio of students and work with Academic Operation
to ensure teaching quality if problems arise.
Control the implementation of tutoring, make-up classes, trial classes and
waiting list to ensure compliance with academic regulations and within
budget allowances.
Ensure employees comply with the company's sales regulations and customer
service procedures.
Understand Parents and ensure the best experience and satisfaction of
parents during their time at Yola.
Prepare and provide timely and accurate day/week/month/year reports as
required.
Lead, and conduct meetings with all center staff daily/weekly/monthly to
promptly update the latest information, listen and receive employees'
feedback to take quick actions and achieve business results.
Attend meetings with superiors to receive business plans, strategies and
requirements.
Respond quickly about the effectiveness of marketing activities supported
by the marketing team.
Propose more effective local marketing activities to increase the sales
conversion rate & acquire new customers.
B. People management: 30%
Guide, evaluate, train and coach new and existing employees in sales,
communication, and customer service skills that support employees in
achieving significant results.
Participate in direct consultation sessions between employees and
customers to identify and address areas of improvement for the employees.
Conduct performance evaluation for center staff and prepare for a
successor.
Supervise the weekly, monthly working schedule of center staff.
Supervise to ensure that employees comply with the regulations on uniforms
and manners, working hours and communication with customers.
Build up & create high motivation & high-performance team.
C. Other tasks: 15%
Monitor, review to ensure Yola brand image and customer experience are in
good condition in following areas:
+ Outside the center: facade, signage, billboards, posters, and surrounding
space.
+ Inside the center: consultation area, curriculum display cabinets, POSM,
signboards,
+ Hygiene service: cleaning of classrooms, floors, toilet areas.
+ Security service
Cooperate well with other departments to ensure smoothly execution &
business results.
Properly manage daily cash collection in a safe procedure.
Manage and preserve assets: the center's tools, equipment, and facilities
are always in good working condition.
Other tasks assigned by the line manager.
REQUIREMENTS:
At least 3 years' working experience in similar field, with at least 2
years in management. Strong preference is given to individuals with
management experience in education sales and/or service industry.
Strong customer service mindset, results-driven and striving for work
excellence.
Strong focus on setting standards in sales consultation and customer
service quality.
Results-driven in achieving sales target, student enrollment and all sales
and service KPIs.
Skills: strategy planning, management and leadership, organization,
presentation, delegation.
Able to train, coach and mentor center staff, with well-developed people
skills and the ability to manage complex working relationships.
Good communication, persuasion, and analytical skills.
Excellent interpersonal style – with cultural sensitivity to deal with
diverse nationalities.
High moral ethics and professional workplace behavior.
Fluent in English (verbal and written)
Good PC skills in MS Office, especially Excel and PowerPoint.
