Job Brief

Last Updated on : December 31,2015

Position:

Relationship Officer

Organization:

Vibgyor High

Function:

Sales and Marketing

Location:

Reporting Manager:

Zonal Marketing Manager & Centre Head

Primary Purpose: Be the overall in-charge of the Relationship Cell for the operational centre. Serve as a fulcrum between the organization and the customer/s (existing and potential) thereby ensuring excellent customer service and satisfaction.

Key Accountabilities/Activities:

Primary Responsibilities:

Customer Relationship Management

· Effectively maintain and develop customer-organization relationship by ensuring the appropriate solutioning to all customer enquiries across mediums i.e. in-person, over the phone, email, company website etc.

· Oversee the resolution of all the customer queries which are outside the purview of the RE cell and be a point of escalation where necessary.

· Ensure all complaints are registered in CS Tracker & Oversee the resolution of complaints for meeting TAT.

· Periodically review the past customer queries repository/CRM and innovate to develop nifty solutions towards prompt resolutions.

· Reach out to the customers (over the phone) post query resolution to seek feedback and improvise, thereby creating a customer delight and positive brand image.

· Ensure the front desk /relationship desk is manned at all points in time during the operational hours so as to make sure that no customer is left unattended.

· Manage the set up of the lobby area accentuating the organization brand; placement of posters/standees etc with assistance from the admin department.

· Be cognizant of the latest achievements of the organization/centre and cascade it as a part of customer interactions / sales conversations.

· Efficiently guide the customer on school systems and process and ensure that the repository of updated information is available at all point in time

· Keep a track of all organization advertising manual / brochures/admission kits and ensure effective

· Adroitly handle irate parents and ensure that each customer interface ends at customer delight as far as possible

· Efficiently make use of all aids available i.e. Hand-outs, Audio visual support to educate the customers on the USPs of the organization and child education pedagogy followed.

· Adroitly be ready and facilitate the information of all elements pertaining to a child’s life cycle in the school as well as post school activities, summer camps etc.

Sales and Marketing:

· Be actively involved in the complete sales cycle; lead the Centre RE team to meet its sales and revenue goals.

· Carry out Experiential Marketing to all Walk-in ie. School Tour, Discovery Room etc. & Parent Engagements to earn FB Likes & Blog Subscriptions.

· Devise plans to achieve the sales goals and create strategies to meet the annual centre targets.

· Adroitly oversee the entire sales process and interject; where necessary for all potential customers from first interface to closure, thus positive augmenting the conversions from enquiry to admissions.

· Create power points on organisation’s growth, values and strengths and use it at the time of any marketing / promotional activities, under the supervision of Centre Head

· Carry Out Promotional Events and Activations in Schools – RWA, Parenting Seminar, Hand Bills Distribution, Selfie, Any other initiative.

· Be updated of the upcoming seminars/ promotional events and nominate as an organization’s representative

· Be abreast of the Competition School offerings and Market practices

· Introduce and work upon Pre-School & Corporate Tie-Ups

· Initiate and participate in Marketing Initiatives to create brand awareness and promote the USPs like Summer Camps, Day Care, PSA activities etc.

Administrative Responsibilities

· Manage admission registration manually and on ERP as per the Process guidelines and generate MIS.

· Keep a track of all the customer grievance handlings resolute at the Centre

· Work closely with the Centre and Zonal Marketing Team for any updates/ intimations.

· Collation and timely reporting of the Customer Enquiry and Follow up trackers to the Zonal Marketing and CO marketing team basis the internal agreed turn around time.

· Scrutinize and maintain records for all admission forms and documents

· Ensure seamless execution of all Leave Certification Request i.e. Verification if LC request forms, Request Generation, Intra –department liasioning etc.

· Be an active participant in School events like; VIVA, Coffee Meet etc.

Secondary Responsibilities:

People Management and Up-skilling:

· Be an effective planner and organize the day to ensure all opportunities are maximized

· Effectively manage the RE cell team; coach, inspire and provide actionable and constructive feedback, provide on-the- job training to improve team performance

· Train the RE cell team on the new USPs being introduced in the organization

Business Acumen Enhancement:

· Be updated of the past sales trends and records and consistently upgrade ones understanding

· Keep aware of the latest news in the education industry make use where ever found necessary towards team knowledge enhancement

· Have a detailed understanding of school Manual wrt to staff, children etc

· Participate in training workshops on Sales and Marketing keep update on the latest trends

Work Relations:

Internal:

· Reporting to the Centre Head for all administrative issues.

· Functionally reporting to the Zonal Marketing Manager.

· Managing the Centre Relationship Management Team

· Be a liaison between the Centre and Zonal Marketing team.

· Interfacing with Centre Academics Management (Principal and Coordinators)

· Interfacing with Finance, Technology, HR for any people or any other operational issue/s

External:

· Interface with potential and existing customers

· Interface with external vendors towards any marketing initiative execution

Qualification:

· Graduate/Post Graduate in any discipline preferably in Business Administration or Marketing

Span of Control:

· Relationship Executive, Academic Counsellor

Financial decision making:

· Procurement Decision: N.A.

· Reimbursement Decision: Applicable

Experience: (4-6yrs) with prior work experience in Education and Marketing space.

Expected Competencies:

· Strong people manager

· Strong conviction skills

· Ability to manage multiple tasks/processes.

· Ability to prioritise workload; work effectively under pressure and stringent deadlines

· Ability to present, discuss and respond to customer enquiries

· Strong understanding of business concepts & dynamics of the organization

· Exceptional time management skills and strong attention to detail

· Strong customer oriented approach , articulate and friendly personality

· Strong Communication Skills & Telephone Etiquette

· Demonstrated track record of initiative, creativity and motivation

· Highly flexible, resilient and zest to work in ambiguous work environment

Proficiency Grid:

ERP & Admission Data & Filing

Average

Communication Skills & Telephone Etiquette

Specialist

Administrative and Managerial

Specialist

Trainer

Specialist

Marketing

Average

Academic Knowledge

Specialist

Orator

Specialist

Policies & Procedures

Specialist

Salesmanship

Specialist

Personality

Specialist

Events and school activities in-depth Knowledge

Average

Application Deadline: 28/11/2021

Expected Start Date: 24/11/2021

Job Type: Full-time

Salary: ₹300,000.00 – ₹600,000.00 per year

Schedule:

• Day shift

Application Question(s):

• Specify the location you are currently located

Experience:

• Customer service: 1 year (Required)

Work Remotely:

• No