Assistant Manager - SongShan

Date: 22-Jun-2022

Location: TaipeiPrevious, East Asia, TW

Company: British Council

 

Transformation has resulted in changes in skills requirements, roles, and numbers of roles required in the new operating model. The roles in the new operating model will be restricted to employees in the selection pool in the first instance. Selection for any jobs that remain unfilled following the agreed selection process will be conducted in line with the Global Recruitment policy.

 

Role Title: Assistant Manager - SongShan Branch |Location: Taipei, Taiwan| Duration: Indefinite| Pay band: PB5/H

 

Role purpose

  • To ensure the SongShan Branch achieves new sales and re-registration targets and to ensure efficient and effective daily operation of the Branch.
  • To assist the Sales and Customer Management Manager in leading the SongShan branch’s Sales and Customer
  • Management team (SCM) to meet and exceed KPIs as set by the British Council.
  • To motivate the SCM team and to foster good team spirit so that a high-quality customer experience is delivered to our customers.
  • To share best practice and standards relating to sales, customer service and information management.

 

Main Accountabilities:

 

Sales

  1. Sales Management

 

  • To build, lead and motivate the SCM team of the Branch to achieve and exceed new sales and reregistration targets and KPIs as set out by the British Council.
  • To work closely with Sales and Customer Management Manager to develop and execute sales strategies, plans and processes in line with the country and regional plans for the professional handling of English course enquiries and registrations with the purpose of achieving and exceeding sales targets as set out by the British Council.
  • To monitor and review individual’s daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual staff within it, meet and exceed sales targets.

 

  1. Sales Reports

 

  • To record and track sales activity in Salesforce CRM meeting regional standards and guidelines.
  • To prepare sales performance reports in the required format for management to review.

 

Customer Management

 

  • To ensure the Branch SCM team delivers an excellent customer experience to all customers.
  • To meet or exceed service level agreements and KPIs as set out by the Council in order to improve reregistration rates.
  • To ensure standard processes and service level agreements are in place and being followed when handling enquiries and complaints.
  • To manage / facilitate British Council surveys, such as Customer Effort Assessment and Mystery
  • Shopping on customer experience.
  • To improve survey results by reviewing the whole customer journey and all integrated services.
  • To work closely with the Sales and Customer Management Manager to ensure compliance with British
  • Council policies and guidelines including, but not limited to Data Protection and Child Protection.
  • To prepare accurate and timely statistical reports on the performance of the Customer Management for management to review

 

Branch Operations

 

  • To manage the SCM team budget for hourly paid SCM staff.
  • To manage the facilities and the overall upkeep / maintenance of the Branch, this includes working with service providers, such as cleaning to ensure proper hygiene and security for safety.
  • To liaise with the building management of the Branch to ensure proper daily branch operations.

 

 

Key stakeholder communications

 

  1. Marketing

 

  • To help plan and execute Open Day events together with the Marketing and Academic teams and to participate in other Teaching Centre marketing and promotional campaigns.
  • To provide feedback on British Council campaigns and promotions to the Marketing team with then objective to raise brand awareness and generate enquiries for sales.
  • To maintain a clear understanding of customer needs / preferences, threats and opportunities in the external environments and keep Management and the Marketing team informed.

 

  1. Teaching Centre / Academic

 

  • To provide feedback and to work closely with the Teaching Centre / Academic team to enhance customer experiences and product offerings with the purpose of improving sales conversions and reregistration’s.
  • To advise on the opening, merging and closing of classes in response to demands to maximise Branch income.
  •  

 

Training

 

To ensure all SCM team staff receive proper on-board induction and to complete mandatory training in EOD, child protection, data and other areas as required.

To identify training needs and to provide / arrange regular trainings / refreshment trainings to the SCM team.

To ensure that staff is fully equipped with the necessary skills and knowledge to:

  1. achieve and exceed the sales targets and KPIs in a professional manner
  2. provide excellent pre and post sales services to meet targets, KPIs and British Council guidelines

To ensure trainings are arranged in line with the British Council’s strategies, needs and objectives.

 

Support Duties

 

  • Systems:
  1. To be proficient in using relevant systems, such as CRM, TCMS and on-line booking system (OBS)

 

Line Management

 

  • To line manage the SCM Team as per the British Council guidelines following Essential Personnel
  • Procedures and Performance Management Standards. Deliverables, performance reviews and year end evaluation are completed on time. Line Manages are supported and feedback provided to them on a regular basis.
  • To prepare SCM team rota and monitor leave plans meeting operational needs. Maintain role and KPI clarity, so that individual performance can be identified and tracked against the regional KPI framework.
  • Identify and act on training and development needs including ensuring mandatory online training is completed by all staff and that training is in line with business strategy, needs and objectives.
  • Identify and develop talent within the team, including succession planning

 

General

 

Other duties:

  • Any other duties as assigned by the Line Manager.
  • Attendance at regular professional development, training and skills programmes as required.
  • Full engagement with the performance management programme.
  • To participate in projects as agreed in Performance Agreement.

 

Other Responsibilities

 

As an Assistant Manager, you will be required to:

  • Drive the Sales and Customer Management team to work together to deliver excellent customer experience to all new and existing customers.

 

Role Requirements:

 

Language requirements

  • Excellent written and oral communication skills in Mandarin and English.

 

Qualifications

  • Undergraduate degree and or Qualification in Marketing/Sales or equivalent

 

Specific Knowledge & Experience

  • Experience of leading and managing a sales team to meet and exceed targets on a B2C or service industry.
  • Experience within the education sector
  • Experience of working with CRM systems (Salesforce preferred)
  • Excellent interpersonal skills, Excellent customer care, and analytical skills

 

Application closing date: Sunday 10 July 2022 23:59 Taiwan time ‎(GMT+8)‎

 

 

We are committed to policies and practices of equality, diversity and inclusion across everything we do. We will support all employees to make sure their behaviour is consistent with this commitment.  We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.