Primary responsibilities:

Parent relationship management:

• Effectively maintain and develop parent-organization relationships by providing appropriate solutions to all parent enquiries across mediums. (in-person, over the phone, email, company website etc.)
• Oversee the resolution of all the parent queries which are outside the purview of the RE cell and be a point of escalation/support where necessary.
• Ensure all complaints are registered in PS Tracker and oversee the resolution of complaints for meeting TAT.
• Periodically review the past parent queries repository/CRM and innovate to develop nifty solutions towards prompt resolutions.
• Seek post query resolution feedback (over the phone) and improvise, thereby creating a parent delight and positive brand image.
• Ensure the front desk /relationship desk is staffed to ensure no parent is left unattended during operational hours.
• Manage the setup of the front office 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/center and cascade it as a part of parent interactions / sales conversations.
• Efficiently guide the parent on school systems and process and ensure that the repository of updated information is available at all point in time
• Keep track of all organization advertising manual / brochures/admission kits and ensure effective information flow.
• Adroitly handle irate parents and ensure that each parent interface ends at parent delight as far as possible
• Efficiently make use of all aids available i.e., Hand-outs, Audio visual support to educate the parents on the USPs of the organization and child education pedagogy followed.
• Facilitate the information of all elements pertaining to a child’s school life cycle, post-school activities, summer camps, etc.

Sales and Marketing:

• Ensure active involvement in the complete sales cycle; lead the RE team to meet its sales and revenue goals.
• Enhance Parent experience through School Tour, Discovery Room etc. and Parent Engagements
• Devise plans to achieve the sales goals and create strategies to meet the annual center targets.
• Adroitly oversee the entire sales process and interject; where necessary for all potential parents from first interface to closure, thus positively augmenting the conversions from enquiry to admissions.
• Be abreast of the competition school offerings and prevalent market practices
• Introduce and work upon Pre-School and Corporate Tie-Ups and support the teams by providing leads and helping with faster closures.
• Initiate and participate in RWA events, parent seminars and other 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.
• Scrutinize and maintain records for all admission forms and documents
• Ensure each LC is personally attended to, and best efforts are taken to retain.
• Ensuring effective and timely parent grievance resolution
• Ensuring a benchmarked PSAT score for the school
• Ensuring timely collection of fees.
• Adhere to agreed monthly marketing + existing parent engagement plans.
• Ensuring zero percent deviation from agreed audit guidelines and other systems and processes
• Ensuring timely and complete documentation

Secondary Responsibilities:

People Management and Up-skilling:

• Should Efficient plan and organize the day to ensure all opportunities are maximized
• Must effectively manage the RE cell team; coach, inspire and provide actionable and constructive feedback, provide on-the- job training to improve team performance
• Should train the RE cell team on the new USPs being introduced in the organization
• Should motivate and inspire the teams to perform better.

Business Acumen Enhancement:

• Updated of the past sales trends and records.