Customer Engagement Manager

Purpose of Position:

1. To oversee music schools’ (direct management and licensee centres) operational matters.
2. To convey and facilitate Music School Division directives, policies & procedures to school heads/executives/staff.
3. To support music school in the effective A&P planning, implementing & monitoring ofenrolment and retention activities.
4. Budget planning of sales and expenditure, P/L monitoring of each branch

Area of Accountability

• Achievement of KPIs set by the management.
• Achievement of Enrolment & Revenue budget.
• Resource management – staff, teachers and studios.
• Quality customer service standards at all music schools (direct centres).
• Direct supervision of Wholesale school business and operation matters.

Key Duties:

1. Lead the school teams in the achievement of enrolment and revenue budget.
2. To ensure effective implementation of tactical plans & activities at the branch level.
3. Ensure adherence to policies, procedures and workflow systems to facilitate efficient control of operations across music schools (direct management).
4. To guide School Heads in the administration of the schools’ daily operation, see to their training cum development & evaluate their work performance.
5. To work closely with Music Professional(s) in teachers’ allocation and management.
6. To increase the efficient use of studio resources at all branches.
7. CRM – managing leads, track & monitor customer contacts and conversations at branch levels.
8. To evaluate branch levels’ customer service level at interim periods and work closely with School Heads to implement training initiatives to service staff, with the aim of elevating customer service level.
9. To undertake curricular and administration projects as well as assisting in the organisation of concerts, & festivals, where applicable

Job Requirements:

• Bachelor's degree in Business Administration, Management, or a related field.
• At least 2 years of experience in management or customer relationship management.
• Excellent interpersonal skills (written and verbal).
• Detail and goal-oriented.
• Proficient in Microsoft Office.