Customer Engagement Manager

at  YAMAHA MUSIC ASIA PRIVATE LIMITED

JOB REQUIREMENTS:

• Bachelor’s degree in Business Administration, Management, or a related field.
• At least 2 years of experience in management or customer relationship management.
• Excellent interpersonal skills (written and verbal).
• Detail and goal-oriented.
• Proficient in Microsoft Office.

PURPOSE OF POSITION:

• To oversee music schools’ (direct management and licensee centres) operational matters.
• To convey and facilitate Music School Division directives, policies & procedures to school heads/executives/staff.
• To support music school in the effective A&P planning, implementing & monitoring ofenrolment and retention activities.
• Budget planning of sales and expenditure, P/L monitoring of each branch

AREA OF ACCOUNTABILITY

• Achievement of KPIs set by the management.
• Achievement of Enrolment & Revenue budget.
• Resource management – staff, teachers and studios.
• Quality customer service standards at all music schools (direct centres).
• Direct supervision of Wholesale school business and operation matters.

KEY DUTIES:

• Lead the school teams in the achievement of enrolment and revenue budget.
• To ensure effective implementation of tactical plans & activities at the branch level.
• Ensure adherence to policies, procedures and workflow systems to facilitate efficient control of operations across music schools (direct management).
• To guide School Heads in the administration of the schools’ daily operation, see to their training cum development & evaluate their work performance.
• To work closely with Music Professional(s) in teachers’ allocation and management.
• To increase the efficient use of studio resources at all branches.
• CRM – managing leads, track & monitor customer contacts and conversations at branch levels.
• To evaluate branch levels’ customer service level at interim periods and work closely with School Heads to implement training initiatives to service staff, with the aim of elevating customer service level.
• To undertake curricular and administration projects as well as assisting in the organisation of concerts, & festivals, where applicable