Contributes towards growth of the academy in terms of recruitment of new members.
Analyzes customer feedbacks and develops new techniques to ensure customer retention.
Ensures to work towards meeting KPI targets set by the Management.
Strives to maintain proper lines of communication with Administrative team, Technical Directors, Head Coaching staff, Stryx Management as well as parents at all times to ensure smooth operation of all academy branches.
Independently builds and manages strong and lasting relationships with clients.
Ensures high standards of customer service and high customer satisfaction rates are maintained on and off the training site at all times.
Deals with clients on a daily basis over the phone, by email and face to face at the training locations and ensures their expectations are met, enquiries are responded, followed up and handled in a timely and professional manner.
Visits different training locations daily and uses this opportunity to connect with parents, collect feedback as well as receive payments.
Arranges and attends personal meetings with parents to address any concerns, complaints or questions, whenever necessary.
Monitors the usage of web-based company CRM systems making sure it is kept up to date and managed properly by the Administrative team (e.g. member accounts, payment registrations, attendances, team distributions, schedules, cases/complaints, all SMS and email communications etc).
Recommends changes/adjustments in products, services and policies by evaluating results of competition analyses, whenever needed.
Ensures all uniform and equipment items are kept track of during the season to avoid any shortage and to allow enough time ahead to place orders.
Organizes and obtains customer satisfaction data through annual surveys for overall analyses of the academy's performance.
Oversees matters such as but not limited to: accuracy and regularity of attendance records; consistency of members documentation such as registration forms, medical reports, passport copies etc; performance of random calls; efficiency of trials and trial feedbacks; preparationand distribution of evaluation reports; maintenance of incident and accident reports; execution of follow up calls to injured members; accuracy of internal league standings etc.
Ensures academy calendar is always kept up to date and any marked activities/events are implemented and communicated to parents in a timely manner.
Participates in and coordinates various academy events and extra activities.
Gets involved in member relations/academy operations matters on own initiative.
Collaborates with team members on any ongoing projects, if requested by the management.
Carries out other appropriate general office duties as assigned by the management.
Provides input to the Marketing Department on marketing and promotional materials, campaigns, events, website content related to the academy. Where possible, shares initiatives or ideas in an ongoing effort to recruit new members and increase sales.