Client Experience

At Kepler Academy you have an opportunity to be a part of Edmonton and area’s largest childcare provider. An organization that puts people first, supports growth, offers health & wellness initiatives, strives for a positive workplace culture, and a competitive full compensation package. Which includes:

- Paid sick and wellness days
- Paid vacation days and additional stat holidays
- Group Benefit plan including health, dental, and life insurance
- Employee perks and discounts with local partnerships
- Paid education and internal growth opportunities
- Employee discounted childcare at Kepler Academy up to 40%

**What do we need from you?**

The Client Experience & Marketing Coordinator will work with our team in Edmonton to help us launch into the Calgary market. They will ensure current and new clients (families and children) of Kepler Academy have a positive overall enrollment experience. This role will deliver exceptional ongoing support to customers and prospects, identify their needs, and provide advice and guidance that is in the best interests of families. In addition, this role will support local marketing efforts and building community partnerships.

As part of the Client Experience team, this role will report to the Director of Client Experience & Engagement. This role works collaboratively with the Client Experience Specialist (CES), support team, and academy management to deliver Kepler’s desired customer experience and achieve business objectives.

The ability to regularly visit each of Kepler’s locations, work well with all staff and families, and express the excitement of enrolling in our top-level care for children, with first class programming, is necessary to succeed.

**What will you do?**

Enrollment
- Aid the CES in looking after all inbound inquiries.
- Lead the flow of enrollment, using a CRM software tool. (Currently using Nutshell)
- Offer enrollment to clients, both those on centre waitlists, and to new inquiries.
- Support Centre Directors with qualifying, following-up and closing leads.
- Ensure new families are contacted after the first 30 days to complete a 1 Month Check-In.
- Support tours (virtual and in person) bookings for prospective customers.

Client Experience & Engagement
- Lead client experience activities as we open new locations in Calgary
- Maintain positive relationships with parents and children.
- Participate in, and help plan, quarterly client appreciation events; help coordinate schedules.
- Support in set up and take down where possible.
- Develop new and innovative ways to support families, providing special touch points.
- Support with monthly client newsletters and programming calendars. (Currently using Canva)
- Assist with local marketing initiatives, like events, giveaways, and more.
- Ensure exiting families complete a Family Exit Survey; provide monthly summary.
- Conduct annual competitive checks in each respective market.

Centre Presentation
- Support academies in aligning with Kepler’s Centre Presentation Policy and standards.
- Assist with Parent Boards, entryway resources, and overall look and feel of academies.
- Coordinates delivery of needed materials to centres, where needed.
- Work with Director of Client Experience to ensure that first impressions are high quality, for example, tour experiences and open houses.

Community Partnerships & Social Media Support
- Create local partnerships in the communities our centres are opening in.
- When floating to centres, find opportunities to take quality photos and videos of children’s programming and extracurricular activities, like yoga, music, games, and martial arts.
- Maintain purposeful and on-brand content.

Administrative
- Provide on-going support and training of the CRM system as needed.
- Aid team in enrollment for new academies not yet open, including tours and enrollments.
- Support in the creation of digital files for new enrollments; reviewing room arrangements.
- Additional tasks on an ad hoc basis to support the overall objectives of the business.

**You will possess the following**:

- You must live in Calgary or surrounding area
- Ability to work hybrid remotely for the first year
- Valid Driver’s Licence and reliable transportation
- Ability to work occasional evenings and weekends
- Must be able to regularly visit each of Kepler’s locations in Calgary, and spend time in communities to build partnerships
- Ability to learn new software programs
- Ability to work independently with mínimal supervision
- Strong work ethic
- Excellent organization and time management skills
- Excellent written and spoken communication skills
- Computer literacy: strong skills in Microsoft Office and ability to learn other systems

**Required Qualifications to Work at Kepler Academy**:

- 2-5 years' experience in customer service
- Excellent communication skills, both written and verbal
- Prior experience in a sales position with the ability to authentically “close the sale”
- Proficient in Office 365,