center customer experience ManagerWall Street English

Student Progress Management :
Ensure Coaches in the centers carry out their CFP touchpoints to a high standard and in a timely manner
Ensure that Coaches know their students well, they maintain a close relationship, they coach them on good study habits and they keep them highly engaged so all students achieve their English goals
Using the Service Dashboards, monitor Coach performance with respect to their students' progress, giving support and accountability to the team as needed
Ensure that the coaches in the center follow-up with the students to feedback on their Encounter Class result
Ensure that Coaches update their student progress correctly in the CRM and follow up as necessary
​Class Booking Management:
Coordinate with the Center Head of Teaching to ensure that students have enough classes taking into consideration the students time preferences
Work with the Coach Team to ensure that classes are booked efficiently and maximize class utilization
Drive the coach team's proactivity to ensure student have their classes booked and that they attend
Monitor the waiting list regularly to ensure that coaches are proactive at booking their students when there is class availability that frees up
Train the coaches to manage their students' objections with respect to class time preferences
Student Service and Study Environment Management
Display leadership and good example and engage with students to foster a sense of community and trust within the center
Receive and address complaints coming from students or escalated from the Sales team function
Ensure that the look, feel and atmosphere is positive within the center in cooperation with the Center Head of Teaching and Center Head of Sales
Enforce stellar customer service standards from the Coach Team towards the students and prospects and ensure compliance to the center's rules and regulations
Events and Social Activities Planning, Conceptualization and Coordination
Anticipate the center level events and social activities needs at least 1 month in advance of the beginning of each month
In coordination with the Center Head of Teaching and Center Head of Sales, determine the interests that needs to be covered through SC and events for the center for each month
Assign the conceptualization of the events and activities to the coach team members and ensure that the topics are properly entered into the calendar drafts
Ensure that the Coaching team invite the students proactively to events in line with their respective interests
Coordinate with the Center Head of Teaching and Center Head of Sales to ensure that the SC and events are executed successfully to the satisfaction of the students and prospects
Internal Revenue Generation
Proactively build productive and collaborative working relationships with the Center Head of Sales and the Educational Consultant Team to ensure Internal Revenue targets are met
Ensure referral and renewal promotions are well-communicated
Participate to idea generation discussions related to IR promotions
Drive Coach performance with respect to internal revenue generation
Team Management
Set team goals to align with the needs of the student and school targets
Attain team objectives by coaching, training, supporting, disciplining, planning, and appraising the Coaching Team
Manage Coaches' schedules, punctuality, attendance and overall performance
Implement and ensure compliance to Standard Operating Procedures
Support the process of hiring and training new Coaches as needed
Proactively share best practice with the other members of the CX Management team