Customer Experience Manager

Company Description

Founded in September 2013, the Aureus Group has revolutionised music education in Singapore. As the fastest-growing music school chain, its innovative business model and dedication to transformative musical experiences have earned it significant acclaim, with features in renowned publications like Forbes, Business Times, and Channel News Asia. This success culminated in a fourth-place ranking in "Singapore's Fastest Growing Companies" survey, cementing its position as an industry pioneer.

Mission of the Position

The primary mission for the Centre Manager is to actively support and contribute to the overall success of the Aureus centre under their purview. Working directly with the Divisional Director, the Centre Manager plays a pivotal role in executing the established sales strategies and systems. The focus will be on achieving notable business and revenue growth, elevating customer satisfaction levels, and enhancing employee satisfaction within the assigned centres.

The Centre Manager drives scalable sales initiatives aligned with divisional goals, fostering a positive environment through proactive collaboration. Primary responsibilities involve driving sales and event management, overseeing day-to-day operations, executing training programs, and providing mentorship to staff. Tasked with optimizing strategies to meet and exceed set goals. The Centre Manager actively contributes to performance enhancement initiatives, coordinating events and marketing campaigns to maximize growth productivity.

Key Responsibilities

1. Sales and Growth-
   Achieve assigned monthly lead generation, sales/ enrolments and lead-conversion targets, in addition to any other targets that may be set by the management in relation to centre growth. Cultivate team members through effective on-the-ground mentoring and ensure they achieve their individual management-assigned targets
2. Enhance Centre Experience-
   Administering and overseeing logistical and facilities maintenance operations to ensure a seamless and well-maintained working environment, comparable to a 5-star hotel experience. This encompasses upkeep, cleanliness, and overall experiential quality.
3. Performance Enhancement and Feedback
4. Regularly evaluating the front desk team's performance in providing excellent service, effective customer communication, sales proficiency, positive customer experiences, professional conduct, and packaging through a 360-degree feedback loop involving various stakeholders for centre under their purview.
5. Workplace Culture and Etiquette
6. Promoting a positive work environment aligned with company values. Execute initiatives to address challenges and organize staff welfare events, aiming to achieve a target employee satisfaction index score.
7. Customer Relationship Management-
   Ensure customer retention by promoting adept problem-solving skills and upholding high service standards among team members. Drive the team to do their very best in finding optimal solutions that align with both customer needs and company objectives, with the ultimate goal of reaching a target customer satisfaction index score.
8. Communication and Transparency-
   Ensuring consistent and aligned communications with the company's core values across all channels. Proactively communicate any issues or potential concerns to the management team to foster a collaborative and responsive approach.
9. Aureus Curriculum System-
   Guaranteeing the full adoption and attainment of set goals for the Enigma system by ensuring compliance with all directives.
10. Documentation and Reporting-
    Tracking and reporting team evaluations, development, and improvement plans.
11. Ad- Hoc-
    Performing and fulfilling additional duties as assigned by the Management.

Key Criteria/Requirements

1. The applicant should have a minimum of 4 years of experience in the related field and at least 2 years in a managerial-level position.
2. The successful applicant must be flexible and available to work on weekends.
3. We are looking for individuals with a strategic mindset and the ability to think critically in various sales situations.
4. Strong verbal and written communication skills are essential for effective collaboration and leadership.
5. Goal-driven individuals with the ability to focus and prioritise tasks that drive the growth of the centre
6. The applicant must have a strong commitment to compliance and ethical business practices, ensuring adherence to industry regulations and company standards.