(I Can Read)Head of Enrolment and Customer Service

Location: Singapore
Discipline: Business Operations
Job type: Permanent
Contact email: career@bcg-rise.com
Job ref: 407550
Published: 7 days ago
The Role:

The Head of Enrolment and Customer Service is responsible for formulating and
implementing sales and customer care strategies for I Can Read learning centres. This role develops roadmaps and processes for new enrolments and customer service management across all of I Can Read’s services and products.

The Head of Enrolment and Customer Service is an innovative, energetic, collaborative and highly adaptable team leader who works in a fast-paced, dynamic and digitally-centric environment where he or she is expected to lead a team of enrolment specialists and customer care executives to carry out the strategies to support a high standard of service level, promote I Can Read’s services and products to achieve the desired business targets.

The Responsibilities:

Enrolment and Conversion

  •  Develop sales strategy, processes and action plans to achieve sales target
  • Work with Marketing to strategise lead generation activities and manage the sales funnel to increase conversion from leads to enrolments
  • Understand I Can Read’s courses and differentiate the unique selling propositions against competitors
  • Plan and implement activities through various channels such as special event days, open houses, parent workshops, seminars/webinars etc for student recruitment and to promote customer engagement
  • Conduct assessments and engage prospective students and parents
  • Create and document a robust enrolment and sales SOP and customer journey, taking into account off-line and on-line activities; identify critical touch points and decision-making instances
  • Develop enrolment and centre teams’ sales techniques, skills and competencies through internal and external training
  • Plan the deployment and assignment of enrolment team across the centres as required
  • Establish sales targets and conversion for enrolment team/centre staff and develop performance-based sales incentive programme
  • Manage I Can Read’s CRM system, analyse sales data and prepare enrolment and sales performance reports to Management
Customer Care

  • Uplift customer service standards across I Can Read centres by developing a robust and detailed customer care/customer engagement SOPs, workflows and best practices
  • Ensure that customer queries and feedback are tracked through I Can Read’s CRM system, proactively managed and actioned upon in a timely manner
  • Train customer care team and centre staff on customer service skills and competencies such as handling enquiries and complaints professionally, delighting customers, communication with various personality types of customers etc
Experience and Qualifications:

  • Degree in Business, Communications, Sales and Marketing ore related field
  • Demonstrated experience as Head of Sales and Customer Service in recent years or at least 8 years of relevant experience and sales and customer service
  • Preferably from B2C sectors such as Education, Retail or Hospitality sectors
  • Significant experience working with CRM software and high comfort level with digital technology
  • Proficiency in Microsoft Office and knowledge of ERP software
The Candidate has the following traits:
  • Possess an upbeat, passionate, goal oriented and relationship driven mindset
  • Ability to communicate well with internal and external stakeholders
  • Strong leadership and mentoring skills
  • Excellent written and oral communication skills
  • Strong analytical and troubleshooting skillset
  • Self-motivated and able to manage and prioritise and tasks and time efficiently
  • Professional and the ability to remain calm under pressure
  • Ability to learn quickly ie a thorough knowledge of I Can Read services and products