Center Customer Experience Manager

Job Description

1. Student Progress Management

• Ensure Coaches at the center maintain high standards and timely execution of their CFP touchpoints.
• Ensure Coaches build strong relationships with their students, offering guidance on good study habits and maintaining high engagement to help students achieve their English goals.
• Monitor Coach performance and student progress using the Service Dashboards, providing necessary support and accountability to the team.
• Ensure Coaches follow up with students to provide feedback on their Encounter Class results.
• Ensure Coaches accurately update student progress in the CRM and follow up as needed.

2. Class Booking Management

• Coordinate with the Center Head of Teaching to ensure students have adequate classes that align with their time preferences.
• Collaborate with the Coach Team to optimize class bookings and maximize class utilization.
• Drive the Coach Team to proactively ensure students' classes are booked and attended.
• Regularly monitor the waiting list, ensuring Coaches book students as soon as class availability opens up.
• Train Coaches to effectively handle students’ objections related to class time preferences.

3. Student Service and Study Environment Management

• Display leadership by engaging with students to foster a sense of community and trust within the center.
• Address and resolve complaints from students or escalated from the Sales team.
• Collaborate with the Center Head of Teaching and Center Head of Sales to ensure the center's atmosphere is welcoming and positive.
• Enforce excellent customer service standards from the Coach Team, ensuring compliance with center rules and regulations.

4. Events and Social Activities Planning, Conceptualization, and Coordination

• Plan and anticipate center-level events and social activities at least one month in advance.
• Work with the Center Head of Teaching and Center Head of Sales to identify student interests for SC and events.
• Assign event and activity conceptualization to the Coach Team, ensuring proper scheduling and planning.
• Ensure Coaches actively invite students to events based on their interests.
• Coordinate with the Center Head of Teaching and Center Head of Sales to ensure successful execution of events to the satisfaction of students and prospects.

5. Internal Revenue Generation

• Build collaborative relationships with the Center Head of Sales and the Educational Consultant Team to meet Internal Revenue targets.
• Ensure effective communication of referral and renewal promotions.
• Contribute ideas for internal revenue (IR) promotions.
• Drive Coach performance regarding internal revenue generation.

6. Team Management

• Set clear team goals that align with student and school targets.
• Achieve team objectives through coaching, training, supporting, disciplining, planning, and evaluating the Coaching Team.
• Oversee Coaches’ schedules, punctuality, attendance, and overall performance.
• Implement and ensure compliance with Standard Operating Procedures.
• Support the hiring and training process for new Coaches as needed.
• Proactively share best practices with other members of the CX Management team.

Job Requirements

• Excellent communication and interpersonal skills.
• High level of emotional intelligence.
• Strong integrity and work ethic.
• Exceptional organizational and leadership skills.
• Proficiency in MS Office and HubSpot.
• Proven leadership experience or supervisory role.
• Familiarity with company policies and procedures.
• Ability to work on a rotating schedule, including weekends, mornings, evenings, and overtime as needed.
• Strong expertise in customer service and WSE Teaching methodology.
• Ability to train and develop employees as required.

Working Location: District 07, Ho Chi Minh