1. Planning
- Plan and work with CM/GCM 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 plan for upcoming week(s);
- Co-operate 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 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. CM/GCM Delegation
- Support CM/GCM in centre performance financial KPIs: new sales, revenue;
- Support 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.
1. Qualifications
- University degree, major in English;
- Experience in working in administration and customer services. Sales experience is preferable;
- Experience in supervision position;
2. Skills
- 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;
3. Language
- Good communication skills both in English and Vietnamese;
4. Computer
- Good MS Office skills (Word, Excel, Access...);
5. Other requirements
- Be able to work on shift;
- Be able to travel to another centre as request.