Director of Customer Experience

DIRECTOR OF CURSTOMER EXPERIENCE

Reporting to: Executive Vice President – Digital Learning Divison

Position summary:

This is a senior and high-profile role within the school newly created Digital Learning Division. The Digital Learning Division is a new entrepreneurial division within the school, set up with the ambition of developing and monetising new instructional delivery products that leverage the impact of digital technology within the English Language Teaching industry.

The Director of Customer Experience – Digital Learning Division is responsible for the academic and operational management of our digital learning division in collaboration with the Executive Vice President. S/He will be responsible for managing the entire student experience throughout their learning journey with our digital learning products. This will include harnessing the efforts of the product, IT and Centre teams and managing the efforts of dedicated academic, admissions and student services professionals to deliver an optimal customer experience.

Responsibilities:
Provide leadership, consistency and coaching to the Customer Experience team for the Digital Learning Division
Take overall responsibility for ensuring that a consistently excellent and highly innovative customer service is delivered to the students in all aspects of their experience – identifying areas of improvements through use of the tools and data provided to ensure the Digital Learning Division provides a substantive differentiation in its customer service delivery.
Effectively manage the academic director by guiding the strategic direction, product development and quality assurance of the academic component of the Digital Learning Division
Effectively manage and guide the global Student Engagement Team (online helpdesk) to ensure the delivery of superior customer experience as well as to drive and develop commercial opportunities to upsell to and retain the customer within the Digital Learning product ecosystem
Manage the Digital Learning admissions manager to ensure the effective handling of student bookings, dealing with agent enquiries and effectively liaising with school Centres
Partner with the product development team to ensure that the Digital Learning product offering is tailored to market needs with a focus on optimizing student learning outcomes and overall student experience
Partner with the IT team to ensure the overall technical integrity of Digital Learning products and their integration with student management, CRM and BI systems
Liaise with the company compliance team to ensure that all internal and external (local legislation, authorities and accrediting bodies) compliance requirements are met
Partner with the Operations (Director of Operations, Accomodation Director) team and Centre Directors to ensure the delivery of a seamless student experience during the time students are physically present at school Centres.
Drive sales focus within the Customer Experience team through the optimisation of sales potential of all operations and through effective communication links between the Customer Experience and Digital Learning Sales Teams
Requirements:
Bachelors Degree in a related field
MBA or equivalent
15 years of operational management experience with 10 years of people management experience
Background in technology, edtech, digital publishing, online retail, online travel or online hospitality industry
Strong attention to detail with a proven track record of maxmising end-to-end customer experience within a digital ecosystem
Highly collaborative with the ability to communicate effectively at various levels of management
Highly commercial with the proven ability to participate and contribute to strategy development at a divisional level
Must have lived and worked internationally over the course of their career
Culturally sensitive, with the ability to manage and develop a geographically dispersed team
Ability to travel internationally upto 40% of the time
Education management experience desired but not essential
Behavioural Competencies:
We love what we do
We go the extra mile
We have a can-do mind-set
We deliver what we promise
Job Specific Competencies:
Integrating Information: Accurately assimilating information from a variety of sources and recognising connections and relationships between data to establish a robust and coherent picture of the situation. Using this understanding to generate possible courses of action and draw accurate conclusions.
Managing Projects: Adeptly managing multiple projects, securing and monitoring the appropriate resources, tracking results and producing progress reports to key stakeholders. Adapting approach as required, to ensure achievement of objectives.
Developing Others: Developing direct reports in a holistic, multifaceted way through regular feedback, a clear understanding of strengths and areas for development and implementation the most appropriate interventions to address needs and harness strengths.
Being Customer Focused (Inc. Stakeholders): Growing partner, agent or student relationships that are based on trust. Prioritising service orientation and ensuring that communication to customers is regular
Being Resilient: Maintaining high levels of productivity and quality or work during times of pressure or change. Demonstrating self-control and measured self-assurance and well-reasoned tenacity to ensure that performance is maintained.

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