Hotline 1900 6965

Job Description

Relationship Manager - Quản Lý Trung Tâm

Responsibilities

    1. Planning
    - Plan and work with Regional Centre Director for weekly, monthly quarterly and yearly activities to drive sales and re-sales
    - Plan for monthly, quarterly, yearly to train/coach staff in department


    2. New sales management
    - Weekly and monthly sales and re-sales planning
    - Monitor sales and re-sales performance daily
    - Monitor conversion rate (visitors – placement tests- sales) daily
    - Follow up bookings daily
    - Review sales and re-sales performance weekly and set plans for the upcoming week(s)
    - Cooperate with other training centres to maximize sales and re-sales for the company
    - Monitor telesales activities at centre


    3. Customer satisfaction
    - Customer service
    - Monitor sales and care team in their customer care tasks to make sure the services are professional
    - Handle customers’ feedbacks/complaints
    - Verify customers requests relating to saving fee, class transfer, refund, etc
    - Verify special offer or discounts
    - Propose events, activities for centre when necessary
    - Support in events organized/planned by the company
    - Coaching and training
    - Conduct Workshop/Training for sales and care team
    - Sales and Care development


    4. Centre Operation
    - Observe/ monitor to make sure EP’s performance is accurate and professional
    - Monitor to make sure EP follow policies, procedures, instructions, internal regulations and standards
    - Check ERP system to make sure every process is applied correctly
    - Arrange staff working schedule


    5. School contract
    - Visit school to build relationship
    - Monitor school contract to make sure deliver good service to the students
    - Follow up payment at school


    6. Marketing
    - Local MRK
    - Prepare and organize all local marketing event at centre
    - ELT activities
    - Support all ELT activities at centre


    7. Reporting
    - Complete reports: weekly, monthly or as required
    - Verify weekly monthly new sales and re-sales report
    - Verify Non-standard Working Hours Report
    - Check Unearned Revenue Reports and take immediate action for any “Outstanding Payment” cases
    - Corporate report
    - Verify weekly and monthly ILA account report


    8. Regional Centre Director’s Delegation
    - Support Regional Centre Director in centre performance financial KPIs: new sales, revenue
    - Support Regional Centre Director in cost control: utilities, paper, stationery, resources
    - Work with HO departments and training centres, when necessary
    - Work with local authorities, landlord, schools, clients, when necessary


    9. Account management
    - Assign account to EP
    - Monitor all account at the centre to ensure good service
    - Manage account lost of each EP
    - Transfer account on time if any issue happened



Requirements

    - University degree
    - Experience in working in administration and customer services. Sales experience is preferable
    - At least one year experience in supervision position
    - Good leadership and management skills
    - Good analysis & problem solving skill
    - Be able to well manage and organise the job
    - Be careful and details
    - Training, delegation & coaching skill
    - Basic knowledge in finance
    - Good communication skills both in English and Vietnamese
    - Good MS Office skills (Word, Excel, Access…)

    Other requirements:
    - Be able to work on shift
    - Be able to travel to other centres as request


CANDIDATE INFORMATION (All information below is compulsory. Kindly complete all information)