Relationship Officer

4 weeks ago

Bhopal, India VIBGYOR Group of Schools Full time

Overall, in-charge of the Relationship Cell for the operational Centre. Serve as a link between the organization and the parent/s (existing and potential) ensuring excellent parent service and satisfaction.

Primary responsibilities:

Parent relationship management:

  • Effectively maintain and develop parent-organization relationships by providing appropriate solutions to all parent enquiries across mediums. (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 PS 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.
  • Seek post query resolution feedback (over the phone) and improvise, thereby creating a parent delight and positive brand image.
  • Ensure the front desk /relationship desk is staffed to ensure no parent is left unattended during operational hours.
  • Manage the setup of the front office 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 process and ensure that the repository of updated information is available at all point in time
  • Keep track of all organization advertising manual / 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.
  • Facilitate the information of all elements pertaining to a child’s school life cycle, post-school activities, summer camps, etc.

Sales and Marketing:

  • Ensure active involvement in the complete sales cycle; lead the RE team to meet its sales and revenue goals.
  • Enhance Parent experience through School Tour, Discovery Room etc. and Parent Engagements
  • Devise plans to achieve the 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 enquiry to admissions.
  • Be abreast of the competition school offerings and prevalent market practices
  • Introduce and work upon Pre-School and Corporate Tie-Ups and support the teams by providing leads and helping with faster closures.
  • Initiate and participate in RWA events, parent seminars and other 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.
  • Scrutinize and maintain records for all admission forms and documents
  • Ensure each LC is personally attended to, and best efforts are taken to retain.
  • Ensuring effective and timely parent grievance resolution
  • Ensuring a benchmarked PSAT score for the school
  • Ensuring timely collection of fees.
  • Adhere to agreed monthly marketing + existing parent engagement plans.
  • Ensuring zero percent deviation from agreed audit guidelines and other systems and processes
  • Ensuring timely and complete documentation

Secondary Responsibilities:

People Management and Up-skilling:

  • Should Efficient plan and organize the day to ensure all opportunities are maximized
  • Must effectively manage the RE cell team; coach, inspire and provide actionable and constructive feedback, provide on-the- job training to improve team performance
  • Should train the RE cell team on the new USPs being introduced in the organization
  • Should motivate and inspire the teams to perform better.

Business Acumen Enhancement:

  • Updated of the past sales trends and records.
  • Must be aware of the latest news in the education industry make use wherever found necessary towards team knowledge enhancement
  • Must have a detailed understanding of school Manual work to staff, children etc.
  • Should participate in training workshops on Sales and Marketing to be updated on the latest trends

Work Relations:

Internal:

  • Report to the Principal on all administrative issues.
  • Interface with all departments for support/ any other operational issue/s

External:

  • Interface with potential and existing parents
  • Interface with external vendors towards any marketing initiative execution

Qualification

  • Graduate/Postgraduate in any discipline preferably in Business Administration or Marketing
  • (4-6yrs) with prior sales work experience preferably in Education and Marketing space
  • Leadership skills
  • Compassion and Conviction skills
  • Parent Oriented
  • Proactive and Ambitious
  • Innovative & Action oriented
  • Result & Detailed Oriented
  • Excellent Communication Skills
  • Ability to Multitask
  • Optimizing work processes with understanding of business concepts and dynamics.
  • Time management
  • The candidate must possess knowledge about ERP and admission data and filing.
  • I should have excellent communication skills and telephone etiquette.
  • I should have academic and marketing knowledge with a great salesmanship personality.
  • Should have proficient knowledge of school events and activities in depth.
  • Should follow the policies and procedures of the organization.

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