Job Description
Reporting to the Group Brand and Marketing Director and the School Principal, the Parent Liaison Manager will work closely with other relevant internal departments to market and promote EtonHouse International School to the international and local community in Singapore.
Enquiry Management
- Ensure the PLE team captures all new enquiries (calls, email, online leads, walk-in’s etc.) in the CRM system from the date of receipt.
- Ensure the PLE team records all appropriate information into the CRM system. Ensure the PLE team contact all new enquiries are followed up by phone or e-mail within 1 working day. Overseas phone calls can be made using the CRM.
- Ensure the PLE team emails the prospect parent the school tour confirmation details
- Ensure the PLE team contacts the prospect parent 1 days before to re-confirm their appointment (email where necessary) and use the CRM calendar tool to do so.
- Post school tour; ensure the PLE team sends a post tour email within 1 working day after the school tour.
- Ensure the PLE team tracks and note all comments within the CRM in a timely manner and update their status.
- Ensure the PLE team follow-up with all post tour parents by calling them 3 days post tour to check their status, or any other questions. Use the ‘sequence’ tool and the ‘templates’ in the CRM to connect with families.
- Ensure the PLE team arranges any follow-up meetings i.e. principals, assessments within 1 week post tour.
- Review the status of all enquiries from the CRM reporting (pre/post tour) ensure that the PLE’s are following up with their prospect parents.
- Compile tour templates learning stories for PLE team to improve the school tour.
- Ensure that you receive all class newsletters and keep abreast of what is happening in the school to aid the school tour, especially upper primary & secondary.
- Review and shadow the PLE’s around school tours to ensure they are promoting the school in the right light i.e. curriculum, stories, facts etc.
- Continuous review of the school tour process with the PLE’s from start to end, i.e. explaining about EtonHouse, Curriculum, application documents etc. Ensure a 5-star customer service to parents.
- Support families for student pass applications and the team wherever required to facilitate these conversations 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
- Update parent status in the CRM and engage with them intentionally to nurture them through the funnel
- Train and induct new joiners and existing members of the PLE team to use best practice in CX and use of technology platforms
- 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
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 PLE 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 areshared with families.
Qualifications
- Bachelor degree from a recognised University with at least 5 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
Other Information
- 5 days work week
- Work Location: Mountbatten Rd, Singapore 437738 (Near MRT)
