Primary Purpose: To be the overall in charge of the School Development Cell And serve as a fulcrum between the organization and the parent(s) (existing and potential) thereby ensuring excellent parent service and satisfaction.
Key Accountabilities/Activities:
Primary Responsibilities:
Parent Relationship Management
· To ensure that each parent is a delighted parent and all their requests, concerns, and complaints are handled in a timely and
· Effectively maintain and develop the parent-organization relationship by ensuring the appropriate solutions to all parent inquiries across mediums i.e. 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 CS 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.
· Reach out to the parents (over the phone) post query resolution to seek feedback and improvise, thereby creating a parent delight and positive brand image.
· Ensure the front desk /relationship desk is manned at all points in time during operational hours to make sure that no parent 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/center and cascade it as a part of parent interactions/sales conversations.
· Efficiently guide the parent on school systems and processes and ensure that the repository of updated information is available at all points in time
· Keep track of all organization advertising manuals/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.
· Adroitly be ready and facilitate the information of all elements about 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 RE team to meet its sales and revenue goals.
· Carry out Experiential Marketing to all walk-ins i.e..... School Tour, Discovery Room, etc., and Parent Engagements
· Effectively speaking about the social media presence of the school and the efforts taken to ensure the child gets necessary recognition across relevant media.
· Devise plans to achieve 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 inquiry to admissions.
· Create power points on the organization’s growth, values, and strengths and use them 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 on the upcoming seminars/ promotional events and nominate as an organization’s representative
· Be abreast of the competitive school offerings and prevalent market practices
· Introduce and work on Pre-School and Corporate Tie-Ups and support the teams by providing leads and helping in faster closures.
· 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 track of all the parent grievance handlings resolute at the Centre
· Work closely with the Vertex Marketing Team for any updates/ intimations.
· Collation and timely reporting of the Parent Enquiry and Follow up trackers basis the internally agreed turnaround time.
· Scrutinize and maintain records for all admission forms and documents
· Ensure seamless execution of all Leave Certification Requests i.e. Verification of LC request forms, Request Generation, Intra –department liaisoning, etc.
· Ensuring that each LC is personally attended to and tried in the best possible manner to retain. ZERO LC should be the focus(except transfers)
· 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.
· Motivate and inspire the teams to perform better.
·
Business Acumen Enhancement:
· Be updated on past sales trends and records and consistently upgrade one’s understanding.
· Keep aware of the latest news in the education industry and make use of wherever found necessary for team knowledge enhancement.
· Have a detailed understanding of school manual wrt to staff, children, etc.
· Participate in training workshops on Sales and Marketing and keep updated on the latest trends.
Work Relations:
Internal:
· Reporting to the Principal for all administrative issues and Sales and Service Head for functional reporting
·
· Interfacing with Vertex Academics Management (Principal and Coordinators)
· Interfacing with Finance, Technology, and HR for any people or any other operational issue/s
External:
· Interface with potential and existing parents
· 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, Counsellors
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 prioritize workload; work effectively under pressure and stringent deadlines
· Ability to present, discuss and respond to parent inquiries
· Strong understanding of business concepts and dynamics of the organization
· Exceptional time management skills and strong attention to detail
· Strong parent-oriented approach, articulate and friendly personality
· Strong Communication Skills and Telephone Etiquette
· Demonstrated track record of initiative, creativity, and motivation
· Highly flexible, resilient, and zest to work in ambiguous work environments
Pay: ₹50,000.00 - ₹90,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
