Full Job Description
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:
Application Question(s):
Experience:
Work Remotely:
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