School Development Officer - Mumbai, India - VIBGYOR Group of Schools

Description

JOB DESCRIPTION – SDO

About Us

Established in 2004, we are a chain of schools offering national and international curriculums across 36 schools pan India. With our well-researched curriculum, modern teaching methodologies and wide range of extra-curricular activities and facilities we constantly strive to enthuse our students with fascinating learning experiences every single day.

Role

Relationship Officer

Department

Sales

Designation

School Development Officer

Band and Grade

M2

Location

School

Reporting to

Principal

Primary Purpose

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.

Key Responsibilities

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

Desired Qualification

• Graduate/Postgraduate in any discipline preferably in Business Administration or Marketing

Experience

• (4-6yrs) with prior sales work experience preferably in Education and Marketing space

Expected Competencies

• 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

Skills and Knowledge

• 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.

Proficiency Grid:

ERP and Admission Data and Filing

Proficient

Communication Skills and Telephone Etiquette

Proficient

Administrative and Managerial

Proficient

Trainer

Proficient

Marketing

Proficient

Academic Knowledge

Proficient

Orator

Proficient

Policies and Procedures

Proficient

Salesmanship

Proficient

Personality

Proficient

Events and school activities in-depth Knowledge

Proficient