Center Customer Experience Manager

Job Description

Student Progress Management :

• Ensure Coaches in the centers carry out their CFP touchpoints to a high standard and in a timely manner

• Ensure that Coaches know their students well, they maintain a close relationship, they coach them on good study habits and they keep them highly engaged so all students achieve their English goals

• Using the Service Dashboards, monitor Coach performance with respect to their students’ progress, giving support and accountability to the team as needed

• Ensure that the coaches in the center follow-up with the students to feedback on their Encounter Class result

• Ensure that Coaches update their student progress correctly in the CRM and follow up as necessary

​Class Booking Management:

• Coordinate with the Center Head of Teaching to ensure that students have enough classes taking into consideration the students time preferences

• Work with the Coach Team to ensure that classes are booked efficiently and maximize class utilization

• Drive the coach team’s proactivity to ensure student have their classes booked and that they attend

• Monitor the waiting list regularly to ensure that coaches are proactive at booking their students when there is class availability that frees up

• Train the coaches to manage their students' objections with respect to class time preferences

Student Service and Study Environment Management

• Display leadership and good example and engage with students to foster a sense of community and trust within the center

• Receive and address complaints coming from students or escalated from the Sales team function

• Ensure that the look, feel and atmosphere is positive within the center in cooperation with the Center Head of Teaching and Center Head of Sales

• Enforce stellar customer service standards from the Coach Team towards the students and prospects and ensure compliance to the center’s rules and regulations

Events and Social Activities Planning, Conceptualization and Coordination

• Anticipate the center level events and social activities needs at least 1 month in advance of the beginning of each month

• In coordination with the Center Head of Teaching and Center Head of Sales, determine the interests that needs to be covered through SC and events for the center for each month

• Assign the conceptualization of the events and activities to the coach team members and ensure that the topics are properly entered into the calendar drafts

• Ensure that the Coaching team invite the students proactively to events in line with their respective interests

• Coordinate with the Center Head of Teaching and Center Head of Sales to ensure that the SC and events are executed successfully to the satisfaction of the students and prospects

Internal Revenue Generation

• Proactively build productive and collaborative working relationships with the Center Head of Sales and the Educational Consultant Team to ensure Internal Revenue targets are met

• Ensure referral and renewal promotions are well-communicated

• Participate to idea generation discussions related to IR promotions

• Drive Coach performance with respect to internal revenue generation

Team Management

• Set team goals to align with the needs of the student and school targets

• Attain team objectives by coaching, training, supporting, disciplining, planning, and appraising the Coaching Team

• Manage Coaches’ schedules, punctuality, attendance and overall performance

• Implement and ensure compliance to Standard Operating Procedures

• Support the process of hiring and training new Coaches as needed

• Proactively share best practice with the other members of the CX Management team

Job Requirement

JOB REQUIREMENT

• Excellent communication and interpersonal skills 

• High level of emotional intelligence 

• Strong levels of integrity with a hard-work ethic 

• Outstanding organizational and leadership skills 

• Good knowledge of MS Office and Hubspot  

• Proven experience as supervisor or in a leadership role 

• Strong familiarity with company policies and procedures 

• Able to work on a rotation schedule including weekends, mornings, evenings and overtime as needed 

• Highly skilled at customer service and WSE Teaching methodology 

• Ability to train employees as needed