Head of Enrolment and Customer Service

The Learning Lab, Singapore; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading educational organization in Singapore is seeking a Head of Enrolment and Customer Service. This role involves developing sales strategies and managing a team to enhance customer engagement and satisfaction. The ideal candidate has managerial experience in a sales-driven environment and excellent leadership skills. This position requires flexibility in working hours, including weekends.

Qualifications

• Minimum 5 years of managerial experience in a sales-oriented environment.
• Proven track record of achieving aggressive sales targets.
• Experience in the education industry is an added advantage.

Responsibilities

• Lead and motivate the Enrolment & Customer service team.
• Manage the day-to-day operations of the centre.
• Maximize enrolment targets and conversion KPIs.
• Engage with internal stakeholders to meet business needs.
• Execute activities to improve customer engagement.

Skills

Sales strategy execution

Customer service management

Leadership

Interpersonal skills

Communication skills

Project management

Bilingual (English and Chinese)

Education

Bachelor’s degree in business management or equivalent

Job description

Overview

In this role as the Head of Enrolment and Customer service (Centre level), you will assist the Director, Sales and Customer Experience in developing and executing sales & customer management plans for the Centre that you are responsible for.

To manage the day-to-day running of the centre, expansion, and development of TLL programmes, working closely with all departments to provide excellent customer service to learners and parents.

You will build and lead a team that is highly motivated to deliver sales targets and first-class customer care in your Centre.

Responsibilities

Delivery of Excellent Customer Service Standards

• To lead and motivate the Enrolment & Customer service team to ensure high standards of services across all activities by managing customers’ feedback and queries in a timely and professional manner.
• To collaborate with the Academic Director in managing the day-to-day running of the centre to achieve smooth and seamless operations that is in accordance with the standards set.
• To assess service level statistics and prepare detailed reports on findings and provide timely updates to the Director, Sales and Customer Experience.

Delivery of Enrolment, Retention and Conversion Targets

• To maximise the staff potential of the Enrolment & Customer service team to meet and exceed enrolment targets and conversion KPIs.
• To work with the Academic Director and Marketing Department in defining and executing the sales strategy of the centre.
• To collaborate with the Planning Team to optimise class planning to meet regional market demand.
• To strategise and execute activities to improve customer engagement and improve brand awareness and perception.
• To recruit new students through activities such as facility visits, lead/demand generation campaigns, open houses, and information sessions.
• In collaboration with centre’s Academic Director, to ensure student retention and re-registration targets are met.

Project Management and Companywide initiatives

• To proactively engage with internal stakeholders such as Marketing, Finance, and Information Technology to ensure business needs are met.
• To provide solutions and recommendations to ensure processes are up to date and customer centric.

Snapshots of our ideal candidate

• Bachelor’s degree in business management or equivalent
• Minimum 5 years of managerial experience of leading a team in a sales-oriented environment, with proven track record in achieving aggressive sales targets.
• Experience in education industry is an added advantage
• Experience of and commitment to excellent customer service management.
• Ability to build strong rapport across all levels, demonstrating strong leadership, communication, and interpersonal skills.
• Experience in managing change projects to drive business.
• Excellent English and Chinese language proficiency.
• We operate a seven-day week, and twelve-hour day in our centres. The Head of Enrolment & Customer service must be flexible in their working patterns. The post holder may have to work on Saturday and/or Sunday, although will normally have two consecutive days off a week.