There are three key areas of responsibility:

1. To achieve Kaplan International sales objectives through:

• The day to day management and leadership of the sales team.

• Leading from the front – setting an example through excellent communication skills, positive approach and consistent performance

• Measures to assess sales effectiveness and efficiency will include: Leads, conversion rate, average rev per sale, cancellation rate and productivity KPIs and present results to the team and senior management on two separate meetings.

2. To deliver excellent customer service through developing, coaching and managing a team that:

• Applies a needs-based approach to selling. Selecting the right Kaplan course to meet the customer’s requirements. Consultative selling.

• Provide daily, weekly monthly 121s to check and provide support with sales and productivity KPIs.

• Deliver regular call monitor activities and deliver a minimum of 1 call session per week per junior advisor and every two weeks for senior.

• Developing team members in line with their personal development plan

• Developing a high performance and fun team culture

• Planning schedules or shift patterns

• Ensuring HR guidelines set are adhered to in a fair and consistent manner

• Conducting counselling and disciplinary hearings

• Conducting sales advisor interviewing and selection

• Taking accountability for the team’s performance and morale

• Managing your own performance and personal development with your line manager

• Identifying/anticipating problems early and taking swift corrective action; alerting senior management where appropriate to any trends and issues that could affect the team performance and to work with them to address the issues

• Providing an efficient and flexible response to operational issues in order to maintain service levels and ensure customer satisfaction

• Actively put forward ideas and recommendations to continuously improve the customer experience and business performance

• Regular reports in Excel & Word summarising performance against key KPIs with recommendations to address any performance gaps

• Cooperate on the recruitment of new customer care and sales staff

• Train on product, services and skills to new sales advisors

• Take responsibility of the team when regional manager is away
  

3. Contribute to promote a “Marvel” culture define for the seeking of a constant improvement of the team’s Standard Operational Procedures.

Skills:

• Significant experience on a sales environment with proven results

• Excellent people management, communication and presentation skills

• Analytical and problem-solving skills

• Competent computer skills – Word, Excel and PowerPoint

• Strong organisation and time management skills

• Fluent in English and Spanish native

Attributes:

• Results oriented. Proven track record of deliver sales quota

• Takes accountability and responsibility for team performance

• Quick learner. Quick to pick up and apply knowledge

• Resilient. Can quickly bounce back from setbacks. Keeps positive and maintains focus on the end goal.

• Adaptable and flexible. Can cope well with change

• Efficient and organised

• Trustworthy, dependable and reliable

• Flexible approach to working, including shift working

Customer Care:

• Customer driven

• Builds rapport quickly. Friendly and professional telephone manner

• Provides solutions based on identification and understanding of customer needs

• Takes ownership and accountability through to resolution

• Treat every customer with care and consideration irrespective of a sale or enquiry

Culture:

• Builds a success culture within the team that is recognised in the industry as leading the way in customer service excellence

• Leads from the front – demonstrates by doing

• Actively puts forward ideas and recommendations to continuously improve the customer experience or business performance

• Passionate about Kaplan International product offering

• Displays a positive, can-do attitude