Relationship Officer

4 weeks ago

Bengaluru, India VIBGYOR Group of Schools Full time

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.



Location : Bengaluru - Yelahanka



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 childs 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 organizations 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 organizations 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 ones 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


You can also share your resume directly on krupa.mehta@vgos.org

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