Center Manager (CM)

Center Manager at I Can Read Systems is handling programs consultation, sales and customer care activities.

Job Title

CENTER MANAGER (CM)

Department

I Can Read Centres

Reports to

Sales & Operation Manager

Job Purpose

Handling programs consultation, sales and customer care activities

Responsibility

  • Center performance of your Center including center’s Profit & Loss & center’s active students. Developing and managing the Center sales plan and setting objectives
  • Ensuring compliance to local regulations and authorities
  • Implementing ICR operation policies throughout the Center
  • Responsible for driving sales results in your Center in terms of both quantity and quality
  • Ensure your Center reaches its annual sales objective
  • Deliver effective Consultants, CSOs shift plan to meet the needs of the Center
  • Managing the Customer Service to generate internal sales (together with your Assistant Center Manager & Duty Teachers)
  • Leading by example – doing sales appointments at referral source
  • Deliver Appointment tracking and analysis of key statistics
  • Monitoring calls, appointments, course types sold, average price, discounts, and payment options with a view to ensuring a professional sales process and driving quality sales
  • Managing and understanding complaints
  • Contract management & Invoicing and collections, general Center administration
  • Responsible for all aspects of staff recruitment, development and motivation in your Center – directly for the CSOs, TAs, ACM.
  • Responsible for Staff discipline and dismissal in your center
  • Ensuring standard Service practices are in place (in conjunction with the operation Manager & Service Manager
  • Deliver daily CSO meetings, weekly Sales meetings, monthly Sales Kick-Off meetings to drive sales, review results & motivate Consultants.
  • Weekly meeting with TAs, Teachers, Admission Manager, Group Center Manager, Operation Manager, Customer Service Manager
  • Delivery Training of CSO & TAs in your center but not limit to security & center’s maids
  • Provide ongoing coaching to your consultants that include Observation and coaching follow up

Performance KPIs

 

  • Sales Management 20-25%
  • Sales Quality Control 20-25%
  • Communication through meeting, coaching, training: 20-25%
  • Service 10%
  • Human Resources 5%
  • Center Profitability and Admin 10%
  • Marketing 5%

Skills

  • Excellent communication skills – oral and written Solid conversational English
  • Ability to present and drive change
  • People skills
  • Good Trainer & Coach
  • A marketer, a mathematician, an accountant, a leader.
  • Ability to communicate with a broad range of audiences
  • Efficient time management

Language

  • Fluent in Vietnamese; English fluency is an advantage

Computer

  • Familiar with MS Office

Other requirements

  • Vietnamese with college or bachelor degree, Business Administration major is preferred.
  • Solid experience in sales of services
  • Demonstrable success in growing sales (min. 1 year)
  • Management experience of teams of 10+
  • Direct management experience of customer relations and problem solving
  • Commitment to implement and execute company policy and represent the interests of the company
  • Goal-oriented
  • Comfortable with commission-based bonus structure
  • Management of international / multi-cultural young teams
  • Experience in the education industry