Job Description

Primary Purpose: Be the overall in-charge of the Relationship Cell for the operational centre. Serve as a fulcrum between the organization and the customer/s (existing and potential) thereby ensuring excellent customer service and satisfaction. Key Accountabilities/Activities: Primary Responsibilities: Customer Relationship Management

• Effectively maintain and develop customer-organization relationship by ensuring the appropriate solutioning to all customer enquiries across mediums i.e. in-person, over the phone, email, company website etc.
• Oversee the resolution of all the customer queries which are outside the purview of the RE cell and be a point of escalation where necessary.
• Ensure all complaints are registered in CS Tracker & Oversee the resolution of complaints for meeting TAT.
• Periodically review the past customer queries repository/CRM and innovate to develop nifty solutions towards prompt resolutions.
• Reach out to the customers (over the phone) post query resolution to seek feedback and improvise, thereby creating a customer delight and positive brand image.
• Ensure the front desk /relationship desk is manned at all points in time during the operational hours so as to make sure that no customer is left unattended.
• Manage the set up of the lobby area accentuating the organization brand; placement of posters/standees etc with assistance from the admin department.
• Be cognizant of the latest achievements of the organization/centre and cascade it as a part of customer interactions / sales conversations.
• Efficiently guide the customer on school systems and process and ensure that the repository of updated information is available at all point in time
• Keep a track of all organization advertising manual / brochures/admission kits and ensure effective
• Adroitly handle irate parents and ensure that each customer interface ends at customer delight as far as possible
• Efficiently make use of all aids available i.e. Hand-outs, Audio visual support to educate the customers on the USPs of the organization and child education pedagogy followed.
• Adroitly be ready and facilitate the information of all elements pertaining to a child\xe2\x80\x99s life cycle in the school as well as post school activities, summer camps etc.

Sales and Marketing:

• Be actively involved in the complete sales cycle; lead the Centre RE team to meet its sales and revenue goals.
• Carry out Experiential Marketing to all Walk-in ie. School Tour, Discovery Room etc. & Parent Engagements to earn FB Likes & Blog Subscriptions.
• Devise plans to achieve the sales goals and create strategies to meet the annual centre targets.
• Adroitly oversee the entire sales process and interject; where necessary for all potential customers from first interface to closure, thus positive augmenting the conversions from enquiry to admissions.
• Create power points on organisation\xe2\x80\x99s growth, values and strengths and use it at the time of any marketing / promotional activities, under the supervision of Centre Head
• Carry Out Promotional Events and Activations in Schools \xe2\x80\x93 RWA, Parenting Seminar, Hand Bills Distribution, Selfie, Any other initiative.
• Be updated of the upcoming seminars/ promotional events and nominate as an organization\xe2\x80\x99s representative
• Be abreast of the Competition School offerings and Market practices
• Introduce and work upon Pre-School & Corporate Tie-Ups
• Initiate and participate in Marketing Initiatives to create brand awareness and promote the USPs like Summer Camps, Day Care, PSA activities etc.

Administrative Responsibilities

• Manage admission registration manually and on ERP as per the Process guidelines and generate MIS.
• Keep a track of all the customer grievance handlings resolute at the Centre
• Work closely with the Centre and Zonal Marketing Team for any updates/ intimations.
• Collation and timely reporting of the Customer Enquiry and Follow up trackers to the Zonal Marketing and CO marketing team basis the internal agreed turn around time.
• Scrutinize and maintain records for all admission forms and documents
• Ensure seamless execution of all Leave Certification Request i.e. Verification if LC request forms, Request Generation, Intra \xe2\x80\x93department liasioning etc.
• Be an active participant in School events like; VIVA, Coffee Meet etc.

Secondary Responsibilities: People Management and Up-skilling:

• Be an effective planner and organize the day to ensure all opportunities are maximized
• Effectively manage the RE cell team; coach, inspire and provide actionable and constructive feedback, provide on-the- job training to improve team performance
• Train the RE cell team on the new USPs being introduced in the organization

Business Acumen Enhancement:

• Be updated of the past sales trends and records and consistently upgrade ones understanding
• Keep aware of the latest news in the education industry make use where ever found necessary towards team knowledge enhancement
• Have a detailed understanding of school Manual wrt to staff, children etc
• Participate in training workshops on Sales and Marketing keep update on the latest trends

Work Relations: Internal:

• Reporting to the Centre Head for all administrative issues.
• Functionally reporting to the Zonal Marketing Manager.
• Managing the Centre Relationship Management Team
• Be a liaison between the Centre and Zonal Marketing team.
• Interfacing with Centre Academics Management (Principal and Coordinators)
• Interfacing with Finance, Technology, HR for any people or any other operational issue/s

External:

• Interface with potential and existing customers
• Interface with external vendors towards any marketing initiative execution

Qualification:

• Graduate/Post Graduate in any discipline preferably in Business Administration or Marketing

Span of Control:

• Relationship Executive, Academic Counsellor

Financial decision making:

• Procurement Decision: N.A.
• Reimbursement Decision: Applicable

Experience: (4-6yrs) with prior work experience in Education and Marketing space. Expected Competencies:

• Strong people manager
• Strong conviction skills
• Ability to manage multiple tasks/processes.
• Ability to prioritise workload; work effectively under pressure and stringent deadlines
• Ability to present, discuss and respond to customer enquiries
• Strong understanding of business concepts & dynamics of the organization
• Exceptional time management skills and strong attention to detail
• Strong customer oriented approach , articulate and friendly personality
• Strong Communication Skills & Telephone Etiquette
• Demonstrated track record of initiative, creativity and motivation
• Highly flexible, resilient and zest to work in ambiguous work environment

Proficiency Grid: ERP & Admission Data & Filing Average Communication Skills & Telephone Etiquette Specialist Administrative and Managerial Specialist Trainer Specialist Marketing Average Academic Knowledge Specialist Orator Specialist Policies & Procedures Specialist Salesmanship Specialist Personality Specialist Events and school activities in-depth Knowledge Average Job Type: Full-time Schedule:

• Day shift

Ability to commute/relocate:

• Airoli, Navi Mumbai - 400708, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• total work: 6 years (Preferred)

Language:

• English (Preferred)

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