Center Customer Experience Manager

1.Student Progress Management:Ensure Coaches in the centers carry out their CFP touchpoints to a high standard and in a timely mannerEnsure 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 goalsUsing the Service Dashboards, monitor Coach performance with respect to their students’ progress, giving support and accountability to the team as neededEnsure that the coaches in the center follow-up with the students to feedback on their Encounter Class resultEnsure that Coaches update their student progress correctly in the CRM and follow up as necessary2. Class Booking Management:Coordinate with the Center Head of Teaching to ensure that students have enough classes taking into consideration the students time preferencesWork with the Coach Team to ensure that classes are booked efficiently and maximize class utilizationDrive the coach team’s proactivity to ensure student have their classes booked and that they attendMonitor the waiting list regularly to ensure that coaches are proactive at booking their students when there is class availability that frees upTrain the coaches to manage their students' objections with respect to class time preferencesStudent Service and Study Environment ManagementDisplay leadership and good example and engage with students to foster a sense of community and trust within the centerReceive and address complaints coming from students or escalated from the Sales team functionEnsure that the look, feel and atmosphere is positive within the center in cooperation with the Center Head of Teaching and Center Head of SalesEnforce stellar customer service standards from the Coach Team towards the students and prospects and ensure compliance to the center’s rules and regulations3. Events and Social Activities Planning, Conceptualization and CoordinationAnticipate the center level events and social activities needs at least 1 month in advance of the beginning of each monthIn 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 monthAssign the conceptualization of the events and activities to the coach team members and ensure that the topics are properly entered into the calendar draftsEnsure that the Coaching team invite the students proactively to events in line with their respective interestsCoordinate 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 prospects4. Internal Revenue GenerationProactively build productive and collaborative working relationships with the Center Head of Sales and the Educational Consultant Team to ensure Internal Revenue targets are metEnsure referral and renewal promotions are well-communicatedParticipate to idea generation discussions related to IR promotionsDrive Coach performance with respect to internal revenue generation5. Team ManagementSet team goals to align with the needs of the student and school targetsAttain team objectives by coaching, training, supporting, disciplining, planning, and appraising the Coaching TeamManage Coaches’ schedules, punctuality, attendance and overall performanceImplement and ensure compliance to Standard Operating ProceduresSupport the process of hiring and training new Coaches as neededProactively share best practice with the other members of the CX Management team