CENTER MANAGER - BINH THANH

KEY RESPONSIBILITIES:

A. Business management & customer service: 55%

• Set sales plan/target and allocate by day/week/month/year based on company target.
• Lead, monitor and ensure the achievement of new enrollments, re- enrollments, revenue, profitability, and other KPIs set by the company.
• Understand competitors and targeted customers in surrounding areas and propose effective plans/solutions to acquire new customers.
• Propose development strategies, plans and solutions to overcome difficulties and lead the center to achieve higher results.
• Monitor and ensure that customer care procedure are conducted in accordance with the prescribed regulations.
• Ensure the re-enrolment rate of each program/product is achieved as company's targets.
• Ensure the procedure of the Placement Test is conducted properly and optimize new class opening to achieve ACS KPI & room utilization.
• Coordinate well with the marketing team to organize events for both new and old students to create a fun environment for Yola students.
• Oversee the pass/fail ratio of students and work with Academic Operation to ensure teaching quality if problems arise.
• Control the implementation of tutoring, make-up classes, trial classes and waiting list to ensure compliance with academic regulations and within budget allowances.
• Ensure employees comply with the company's sales regulations and customer service procedures.
• Understand Parents and ensure the best experience and satisfaction of parents during their time at Yola.
• Prepare and provide timely and accurate day/week/month/year reports as required.
• Lead, and conduct meetings with all center staff daily/weekly/monthly to promptly update the latest information, listen and receive employees' feedback to take quick actions and achieve business results.
• Attend meetings with superiors to receive business plans, strategies and requirements.
• Respond quickly about the effectiveness of marketing activities supported by the marketing team.
• Propose more effective local marketing activities to increase the sales conversion rate & acquire new customers.

B. People management: 30%

• Guide, evaluate, train and coach new and existing employees in sales, communication, and customer service skills that support employees in achieving significant results.
• Participate in direct consultation sessions between employees and customers to identify and address areas of improvement for the employees.
• Conduct performance evaluation for center staff and prepare for a successor.
• Supervise the weekly, monthly working schedule of center staff.
• Supervise to ensure that employees comply with the regulations on uniforms and manners, working hours and communication with customers.
• Build up & create high motivation & high-performance team.

C. Other tasks: 15%

• Monitor, review to ensure Yola brand image and customer experience are in good condition in following areas:

+ Outside the center: facade, signage, billboards, posters, and surrounding space.

+ Inside the center: consultation area, curriculum display cabinets, POSM, signboards,

+ Hygiene service: cleaning of classrooms, floors, toilet areas.

+ Security service

• Cooperate well with other departments to ensure smoothly execution & business results.
• Properly manage daily cash collection in a safe procedure.
• Manage and preserve assets: the center's tools, equipment, and facilities are always in good working condition.
• Other tasks assigned by the line manager.

REQUIREMENTS:

• At least 3 years' working experience in similar field, with at least 2 years in management. Strong preference is given to individuals with management experience in education sales and/or service industry.
• Strong customer service mindset, results-driven and striving for work excellence.
• Strong focus on setting standards in sales consultation and customer service quality.
• Results-driven in achieving sales target, student enrollment and all sales and service KPIs.
• Skills: strategy planning, management and leadership, organization, presentation, delegation.
• Able to train, coach and mentor center staff, with well-developed people skills and the ability to manage complex working relationships.
• Good communication, persuasion, and analytical skills.
• Excellent interpersonal style – with cultural sensitivity to deal with diverse nationalities.
• High moral ethics and professional workplace behavior.
• Fluent in English (verbal and written)
• Good PC skills in MS Office, especially Excel and PowerPoint.