Relationship Officer

**Primary Purpose**:Be the overall in-charge of the Relationship Cell for the operational centre. Serve as a fulcrum between the organization and the customer/s (existing and potential) thereby ensuring excellent customer service and satisfaction.

**Key Accountabilities/Activities**:
**Primary Responsibilities**:
**Customer Relationship Management**
- Oversee the resolution of all the customer queries which are outside the purview of the RE cell and be a point of escalation where necessary.
- Ensure all complaints are registered in CS Tracker & Oversee the resolution of complaints for meeting TAT.
- Periodically review the past customer queries repository/CRM and innovate to develop nifty solutions towards prompt resolutions.
- Reach out to the customers (over the phone) post query resolution to seek feedback and improvise, thereby creating a customer delight and positive brand image.
- Ensure the front desk /relationship desk is manned at all points in time during the operational hours so as to make sure that no customer 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/centre and cascade it as a part of customer interactions / sales conversations.
- Efficiently guide the customer on school systems and process and ensure that the repository of updated information is available at all point in time
- Keep a track of all organization advertising manual / brochures/admission kits and ensure effective
- Adroitly handle irate parents and ensure that each customer interface ends at customer delight as far as possible
- Efficiently make use of all aids available i.e. Hand-outs, Audio visual support to educate the customers on the USPs of the organization and child education pedagogy followed.
- Adroitly be ready and facilitate the information of all elements pertaining to a child’s 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 Centre RE team to meet its sales and revenue goals.
- Carry out Experiential Marketing to all Walk-in ie. School Tour, Discovery Room etc. & Parent Engagements to earn FB Likes & Blog Subscriptions.
- Devise plans to achieve the sales goals and create strategies to meet the annual centre targets.
- Adroitly oversee the entire sales process and interject; where necessary for all potential customers from first interface to closure, thus positive augmenting the conversions from enquiry to admissions.
- Create power points on organisation’s growth, values and strengths and use it 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 of the upcoming seminars/ promotional events and nominate as an organization’s representative
- Be abreast of the Competition School offerings and Market practices
- Introduce and work upon Pre-School & Corporate Tie-Ups
- 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 a track of all the customer grievance handlings resolute at the Centre
- Work closely with the Centre and Zonal Marketing Team for any updates/ intimations.
- Collation and timely reporting of the Customer Enquiry and Follow up trackers to the Zonal Marketing and CO marketing team basis the internal agreed turn around time.
- Scrutinize and maintain records for all admission forms and documents
- Ensure seamless execution of all Leave Certification Request i.e. Verification if LC request forms, Request Generation, Intra -department liasioning etc.
- 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

**Business Acumen Enhancement**:

- Be updated of the past sales trends and records and consistently upgrade ones understanding
- Keep aware of the latest news in the education industry make use where ever found necessary towards team knowledge enhancement
- Have a detailed understanding of school Manual wrt to staff, children etc
- Participate in training workshops on Sales and Marketing keep update on the latest trends

**Work Relations**:
**Internal**:

- Repo