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Team Leader, Re- enrolment & Customer Loyalty

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ISP Mexico and Central America
CDMX, Mexico City, Mexico
Date Added: Jan 20, 2024

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ISP Team Leader, Re- enrolment & Customer Loyalty Key Responsibilities  
  •        Build effective, supportive and professional relationships with  current families to promote re-enrolments. 
  •            Build effective, supportive and professional relationships with internal and external stakeholders within the ISP schools 
  •           Reach out to students and parents using phone calls, emails, in-person meetings, social media, and campus visits to re-enrol the next year. 
  •           Ensure all incoming enquiries from current  families are assigned and attended to promptly, effectively and professionally according to protocols and best practices 
  •           Engage positively with current families while providing accurate and relevant information and guidance that will convert to re-enrolments in respective schools. 
  •           Ensure all current families were provided with personalised follow-up that will promote positive experience and attend to any enquiries on re-enrolment processes.   
  •           Meet/exceed performance and service objectives while effectively managing workloads in a fast-paced environment 
  •           Effectively work as a team to plan, coordinate and execute effective re-enrolment campaigns that promotes high conversion rate 
  •           Proactively provide feedback to ensure effective communication strategies, positive customer experience, and higher conversion rate for re-enrolment in each schools. 
  • Develop, maintain and execute reply from parents especially those who choose to enrol with the school. Understanding and recommending to schools next cause of action.
  • Provide productivity reports weekly vs targets and counsel/ guide/ provide support to staff when indicators of performance dips arise
  • Provide regular performance status and reporting to management and relevant stakeholders
  •   Using Engage as a tool for conversion and monitoring of re-enrolments for all schools.  
Skills, Qualification and Experience   
The successful candidate will possess and be able to demonstrate:   
  • Knowledge and understanding of primary and secondary school environment and admissions process, is an added advantage
  • Ability to understand, apply and use a variety of software applications, including sound knowledge of standard computing tools including Microsoft Office applications, on-line databases, email, and web-based research tools.
  • Experience using Hubspot and Engage software, preferred
  • Ability to manage Social Media is an added advantage
  • Experience in an urban school with students of various racial, ethnic and socioeconomic backgrounds, preferred
  • Ability to work collaboratively and establish rapport with diverse families and school staff
  • Ability to organise and coordinate work independently and set priorities in the context of a full, multifaceted set of responsibilities.
  • Ability to exercise good judgment and discretion, particularly in matters relative to sensitive or confidential student records, personnel or organisational matters.
  • Ability to engage in self-evaluation with regard to performance and professional growth;
  • Ability to establish and maintain cooperative working relationships with students, staff and others
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