Assistant Manager - Digital Engagement Centre

Taylor's University; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A higher education institution in Malaysia is seeking an Assistant Manager for the Digital Engagement Centre. The role involves driving appointments, enhancing conversion rates, and delivering quality solutions to prospective students and parents. Responsibilities include managing digital engagement strategies, ensuring excellent customer service, and optimizing processes for efficiency. Ideal candidates should possess strong customer service skills and a background in sales. This position offers the opportunity to impact student enrolment directly.

Qualifications

• Experience in managing digital engagement strategies.
• Strong understanding of sales processes and customer service.
• Ability to analyze data and improve engagement metrics.

Responsibilities

• Manage the team to drive appointments and engagement.
• Ensure excellent customer service for prospective students.
• Optimize processes for digital engagement and pipeline conversion.

Skills

Customer service

Digital engagement

Sales target achievement

Team management

Process optimization

Job description

Assistant Manager - Digital Engagement Centre

The Assistant Manager, Digital Engagement Center is responsible for managing the team to drive Appointments and adhere to or increase the conversion rates of engagement for Taylor’s Higher Education. He/she is accountable for achieving the team sales target by delivering quality solutions to prospective students and parents via all relevant channels, digital or face-to-face.

KEY RESULT AREAS / RESPONSIBILITIES

1. Grow Enrolment

• Responsible for Taylor’s Higher Education (New Local, Transfer, and Postgraduate) outbound and inbound digital engagement to all prospective students and parents and assist in enrolment-related activities if needed.
• Accountable for managing the department’s operation in achieving the team's Appointment and Visitation Target and Growth by annual and cycle.
• Co-develop digital engagement strategies with the Head and operationalize the business plans.

2. Wow Student Experience

• Ensure that excellent customer service is always provided to new prospective students and parents through all relevant channels, digital or face-to-face.
• Ensure timely responses to all enrolment-related requests by prospective students and parents through all relevant channels, digital or face-to-face.
• Expand best practices in engaging prospective students and parents via all relevant channels.
• Manage audit & quality assurance to assess team competency and execution quality.

3. Cost Leadership

• Optimize the outbound and inbound digital engagement by improving pipeline conversion, process efficiency, and the productivity of the team.
• Assist in the preparation of the meeting deck, or any business performance updates, relevant reports