Parent Liaison Manager - Singapore - HYPERSCAL SOLUTIONS PTE. LTD.

HYPERSCAL SOLUTIONS PTE. LTD. Singapore

20 hours ago

Description

Roles & Responsibilities

COMPANY DESCRIPTION

Headquartered in Singapore, The EtonHouse International Education Group has 120 schools across 11 countries. We run pre-schools as well as K-12 international schools. Together, these schools provide internationally recognized programmes and high-quality education to over 20,000 students globally. The group also runs enrichment programmes and cutting-edge ed-tech programmes to scale the provision of high-quality education in pre-schools.

Over the last 27 years, EtonHouse has been at the forefront of international education in the Asia Pacific region and has won numerous awards. In 2019, our founder, Mrs. Ng Gim Choo won the EY Entrepreneur Of The Year Award in the Education category. In addition, EtonHouse was recently selected to be in the inaugural cohort of the Scale-Up SG programme, which is an Enterprise Singapore programme selecting high-growth potential local companies which can be groomed into future global champions.

With children at the heart of what we do and the vision to make good quality education accessible to every child in Singapore, EtonHouse launched the EtonHouse Community Fund (ECF) in 2015. As an independent IPC charity, ECF continuously runs initiatives to make a difference in the lives of vulnerable children.

EtonHouse Vision

Shaping the future through education

EtonHouse Mission

Developing confident and capable global citizens

Be a part of the EtonHouse family

We welcome passionate and dedicated professionals who share our belief in the power of education. Together, we can make a meaningful difference to children and society through education.

RESPONSIBILITIES

Job Description

Reporting to the Group CMO and the School Principal, the Parent Liaison Manager will work closely with different stakeholders to market and build enrolment numbers and provide customer care to prospective and existing families. Essentially this position will be required to build strong and trusting relationships with internal and external stakeholders with a focus on building student numbers.

Lead nurturing

Ensure the PLO team captures all new enquiries (calls, email, online leads, walk-in's etc.) in the CRM system from the date of receipt.
Ensure the PLO team records all appropriate information into the CRM system and that all new enquiries are followed up by phone or email within one working day. Overseas phone calls can be made using the CRM.
Ensure the PLO team emails the prospective parent the school tour confirmation details
Ensure the PLO team contacts the prospect parent one day prior to re-confirm their appointment (email where necessary) and use the CRM calendar tool to do so.
During tours, ensure that the PLs share learning stories, videos and documentation that makes learning visible as well as introduce a member of the academic team to provide a high quality experience
Post school tour; ensure the PLO team sends a post tour email within one working day after the school tour.
Ensure the PLO team tracks and notes all comments within the CRM in a timely manner and updates the deal status.
Ensure the PLO team follow-ups with all parents with a phone call after three days post tour. Use the sequence' tool and the templates' in the CRM to connect with families.
Ensure the PLO team arranges any follow-up meetings i.e. with the principal, assessments etc. within one week post receipt of the application
Review the status of all enquiries in the CRM (pre/post tour) and ensure that the PLEs are following up with their prospect parents.
Enhance and update tour templates from time to time as well as learning stories for the PLO team to improve the school tour.
Mentor the PLEs during school tours to ensure they are promoting the school in the right light i.e. curriculum, stories, facts etc.
Regularly review the school tour process with the PLEs from start to end. Ensure a 5-star customer service to parents that displays professionalism, knowledge and empathy.
Support families for student pass applications wherever required and facilitate this with with agents or parents directly
Engage in all induction courses and professional development sessions facilitated by HQ
Ensure that the data in the CRM is updated at all times to facilitate accurate reports and trends
Train and induct new joiners and existing members of the PL team to use best practice in CX and use the tech tools effectively
Advocate for the EtonHouse learning pathway beyond pre-school
Ensure that the school website has accurate and up-to-date information
Providing outstanding customer service that is personalised and in alignment with the organisation's culture and values.
Support all media and brand and marketing events and requests
Update the AI bot templates on a regular basis to keep them relevant and use campaigns from time to time to remarket and enhance conversions
Be responsible for your own PD by staying up-to-date with all platforms used by the PL team
Handle all admission and withdrawal processes and documents
Monitor and track student numbers, agent referrals, withdrawal data

Open House/Weekly School Tours

Lead the organisation of open days from managing the RSVP list to organising the relevant groups, schedule of the day and follow up.
Ensure the PLO team confirms attendance 2-3 days before the Open House. The team also follows up with a phone call.
Allocate school tour groups for each school coordinator
Brief school coordinators as to the set-up for the open house
Ensure the school is clean/set-up ready for open house.
Work with the kitchen to ensure food etc. is provided and setup
Facilitate the content of the sharing by the principal and/or other members of the leadership team
Prepare materials and resources that are shared with families
Track, record and report data and conversion during open days

QUALIFICATIONS

Bachelor degree from a recognised University with at least 3 to 6 years of related work experience in a sales management / business development role in the education services or a service-oriented industry.
Sales management experience is desirable
Experience working in an international school environment would be an added advantage.
Possess a collaborative attitude and work well in a team oriented work environment
Excellent written and verbal communication skills
Result oriented and a hands-on marketer

Please note that your application will be sent to and reviewed by the direct employer - EIPS - Claymore
Tell employers what skills you have

Excellent Communication Skills
Teamwork
Leadership
Information Technology
Leadership Development
Positive Team Player
Team Building
self-motivated Team Player
Team Player
Team Work

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