Sales and Customer Management Supervisor

3 days ago

เชยงใหม, Thailand British Council Full time

**Role Purpose**:

- Supervise a team of Sales & Customer Management Officers in the branch to ensure top quality, welcoming and efficient integrated customer engagement experience to all new and existing customers
- Work closely with Branch Manager to ensure the branch meets and exceeds the sales and customer management targets and KPIs
- Work closely with Branch Manager and HSCM to build a high performing team and embed a results-orientated sales and customer management culture in the SCM process
- Monitor quality of delivered work and to ensure share the same best practice and standards with other branches.

**Main accountabilities but not limited to the following**:
**Sales**
- Respond to all SCM related enquiries and to ensure that SCM Officers answer all sales and customer management enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation and register to English Courses according to the British Council’s standards
- Follow up leads as assigned and encourage customers to visit the centre for consultation services and registration and to provide a report of leads follow-up result
- Give suggestion on classes to open in each term to BMs to reflect the mainstream of customers’ demands
- Ensure that SCM Officers reply all SCM enquiries professionally
- Provide consultations to all prospect/leads by identifying/building up their needs, solve issues and concerns and recommending a course that best suits them in order to close the deal
- Ensure the SCM officers are equipped with a high level of sales and customer management competencies

**Customer management**
- Provide an exceptional level of customer engagement to all existing customers to ensure that all their needs and requests are taken care of
- Handle complaints/feedback according to the Complaint Management Policy
- Follow up with existing students on incidents e.g. absent/movement and cancellation or failing students
- Arrange and support meetings with the Branch manager, teachers and translation
- Screen/examine all credit and refund request before submitting the documents to Branch Manager.

**To lead the SCM officers,**
**Registration of new customers for Teaching Centre and Exams**
- Ensure that all new customers are registered and understand the reasons for non-registrations
- Ensure that waiting list records are regularly updated, followed up and maintained
- Ensure that all records are updated and maintained accurately

**Re-registration of existing customers for Teaching Centre**
- Ensure that all existing customers are informed of re-registration periods in writing, in-house poster, telephone calls, SMS, line group and class visits in a timely manner
- Lead the team to make regular follow up telephone calls to existing customers during the term with the purpose of engaging customers, maintain positive customer relations and encouraging them to re-register
- Ensure that waiting list records are regularly updated, followed up and maintained

**Administration**
- Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately
- Handle registrations in the system and ensure that payments received for course/placement test/examination registration and other products/services of SCM Officers are accurate before sending the report to Finance & admin staff
- Process all refunds in a timely and accurate manner
- Follow up aged debtor report list, inform customers to spend their credits in the system
- Provide necessary data to operation & system team for incentive monthly report preparation

**Placement tests**
- Book a level test and enter details in the system accurately
- Ensure that PT timetable sheet is created with accurate information and prepare on a monthly basis with updated information
- Data collection and reporting
- Ensure that all databases and reports are updated and recorded in timely, accurate manner.

**Sales & Marketing Support**
- Provide participation and/or provide sales support for all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre.
- Provide concrete feedback on British Council campaigns and promotions to Branch Manager to raise brand awareness and generate enquiries for sales.

**Maintenance of front of house**
- Ensure that marketing and PR collateral are properly displayed and well stocked
- Monitor equipment and furniture in Front of House area to ensure in good working order/condition

**Line Management**
- Line manage SCM Officers as per British Council guidelines as outlined in Essential HR and Performance Management Standards with deliverables, performance reviews and year-end evaluation are completed on time and line manages are supported and feedback provided to them on a regular basis

**Others**
- Any other teaching centre and SCM related duties as assigned by the Line Ma

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