SCHOOL OF CONCEPTS Hiring! Full Time Customer Success and Sales Lead (Enrichment Centre in SG) in Johor - Ricebowl

1. Sales & Enrolment

• Manage the enrolment funnel with the Centre Director, from enquiry and assessment through to class placement, sign-up and payment, and achieve enrolment and revenue targets.
• Work with the Centre Director on all enrolment matters, including targets, class placement, approvals and any exceptions to policy.
• Consult with parents, book students for assessment, explain the results and recommend the right module and class, without pressure-selling.
• Present fees, promotions and payment plans as agreed with the Centre Director, and recommend further programmes where they genuinely benefit the child.
• Ensure every enquiry is logged in the CRM and followed up through to outcome.

2. Customer Success & Parent Communication

• Coordinate all parent and customer communications with the Centre Director, including announcements, notices, broadcasts, social media replies and responses to feedback, before they are sent.
• Run a structured onboarding journey for new families and regular touchpoints such as progress updates and term reviews with the teaching team.
• Handle escalated complaints and sensitive matters promptly, agreeing responses with the Centre Director.
• Gather parent feedback and propose improvements to service, scheduling and programmes.

3. Retention & Referrals

• Drive term-on-term re-enrolment with the Centre Director, contacting families ahead of renewal dates.
• Identify at-risk families early from attendance and payment patterns, put retention plans in place, and record reasons when families leave.
• Run referral and sibling programmes as agreed with the Centre Director.

4. Leading the Customer Service Officer Team

• Lead and supervise the Customer Service Officers (CSOs), who handle the centre's day-to-day customer service and administration: front desk, enquiries, registrations, bookings, invoicing, payments, attendance records and make-up classes.
• Set service standards, SOPs and response times, check accuracy of the team's work, and ensure CSOs follow communication guidelines agreed with the Centre Director.
• Act as the escalation point for the team, and recruit, train, roster and review the performance of CSOs.

5. Operations & Reporting

• Work with the Centre Director and teaching team on scheduling and class capacity, and with marketing on local campaigns and events.
• Ensure accurate student records and compliance with PDPA and centre policies.
• Report weekly and monthly on leads, assessments, enrolments, retention and parent satisfaction, and forecast enrolments for upcoming terms.

Work Location:

WFH / Hybrid (come to Singapore 2-3 times a week to meet clients)

Work Location: Hybrid remote in Johor Bahru (Johor Bahru)