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Centre Director

2 months ago

Kelowna, British Columbia, Canada Sylvan Learning Full time

Job Summary

The Centre Director is responsible for overseeing the overall customer experience, sales, and local marketing strategies of the Centre to achieve performance goals and drive growth. This role involves managing day-to-day Centre operations to ensure a consistent, high-quality educational experience for Sylvan customers while controlling costs.

Key Responsibilities

  1. Customer Service
  • Ensure timely and high-quality personal customer service response to all calls and walk-in inquiries.
  • Ensure calls are answered during business hours.
Centre Operations
  • Manage the day-to-day operation of the Centre.
Performance Management
  • Meet sales and expense financial targets.
  • Monitor and track Centre performance, Profit and Loss controls, revenues, expenses, and fee collection.
  • Recommend and implement interventions to improve performance.
Staff Management
  • Select, develop, motivate, and monitor Centre staff.
  • Conduct regular performance reviews.
Communication
  • Review all corporate communication and ensure communications flow to the Centre's staff.
Instructional Management
  • Support the Director of Education in ensuring good instructional management.
Customer Lifecycle
  • Confer with customers at each stage of the customer lifecycle.
  • Direct the sales and service process throughout the customer lifecycle to keep customers enrolled.
Marketing and Sales
  • Promote financing options that meet the customer's needs and manage the application/closing process.
  • Manage marketing and sales activities to drive new enrollments.
Relationship Building
  • Establish and maintain collaborative relationships with teachers, educational specialists, and other school administrators and parent/teacher organizations.
  • Conduct school visits to establish and maintain relationships with school personnel for partnership and marketing purposes.
Centre Appearance
  • Ensure the professional appearance of the Centre according to Sylvan standards.
Adherence to Standards
  • Ensure adherence to established Sylvan operating standards with particular attention to student safety and well-being.

Requirements

  1. Education
  • Four-year degree required.
Experience
  • A minimum of three years of customer service experience; retail sales experience preferred.
  • Experience using Microsoft Office and other standard business applications used by the Centre, including current social media tools.
  • Experience using Microsoft Word and other standard business applications used by the Centre.
  • Knowledge of general office equipment such as copiers, printers, and office phones.
  • Experience using social media (Facebook, Twitter, etc.) preferred.
  • Familiarity with instructional technology and tablet computers preferred.
Skills and Abilities
  • Strong customer service, interpersonal, and communication skills; outgoing people-oriented approach preferred.
  • Proven ability to effectively use customer service and consultative sales skills to establish and build relationships.
  • Proven sales skills with a strong sense of urgency.
  • Proven ability to supervise, coach, and develop Centre staff.
  • Strong presentation skills for small group opportunities.
  • Ability to track and interpret business metrics and financial statements.
  • Strong analytical and problem-solving skills.
  • Strong word processing, data entry, and other administrative skills.
  • Strong organizational skills; proven ability to manage multiple tasks and be flexible.
  • Proven ability to communicate effectively in writing; ability to proofread and edit copy.
  • Ability to work collaboratively; strong team player.
  • Ability to work a flexible schedule, including evenings and weekends.
  • Ability to occasionally lift and/or move up to ten pounds.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be a complete list of all job responsibilities or skills, knowledge, and abilities required.