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
- 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
- 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
- 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