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Relationship Officer
2 months ago
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
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