Sales and Customer Experience Manager (Admissions) at Moringa School

Moringa School is seeking a dynamic Admissions and Customer Experience (CX) Manager to lead and enhance our student recruitment and customer engagement strategies. This role is pivotal in ensuring a seamless admissions process and delivering exceptional experiences throughout the student lifecycle, thereby driving satisfaction, retention, and loyalty.

Responsibilities

Strategic Leadership

• Analyze existing admissions and CX processes to identify and address gaps.
• Develop and implement scalable admissions frameworks suitable for expansion into new geographies and verticals.
• Establish and monitor sales processes, trackers, and Service Level Agreements (SLAs) for the admissions function.
• Collaborate with Product and Marketing teams to attract and enroll students aligned with new program offerings.

Budgeting and Revenue Growth

• Prepare, monitor, and report on budgets related to admissions and customer experience initiatives.
• Achieve enrollment and revenue targets across existing programs and new verticals, including corporate training courses.

Team Development and Support

• Recruit, train, and mentor a high-performing admissions and CX team.
• Foster a culture of continuous improvement and customer-centricity within the team.

Stakeholder Collaboration

• Work closely with Tech and Data teams to streamline and automate admissions processes.
• Strengthen the synergy between Admissions and Marketing to optimize lead conversion.

Process Automation and Data Analysis

• Ensure full automation of the admissions function, enabling efficient data capture and analysis.
• Utilize dashboards and analytics to inform decision-making and improve customer journey touchpoints.

Customer Experience Enhancement

• Develop and implement strategies to improve customer interactions across multiple channels.
• Analyze customer feedback and data to identify pain points and enhance the overall customer journey.
• Design and enforce customer service standards to ensure consistent and exceptional service delivery.
• Train staff on customer-centric approaches and best practices to foster a customer-focused culture.
• Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports to senior management.

Qualifications

• Bachelor’s degree in Business Administration or a related field; a Master’s degree is preferred.
• Certifications in customer experience management (e.g., CCXP) are advantageous.
• Minimum of 3 years’ experience in customer service, admissions, or customer experience management.
• Proficiency in customer experience tools, CRM platforms, and data analytics software.
• Excellent interpersonal and communication skills to effectively guide prospective students through the admissions process.
• Data-driven mindset with a strong desire to analyze and improve performance.
• Flexibility to adapt to changing schedules and work in a fast-paced, startup environment.
• Demonstrated drive to excel and achieve organizational objectives.