Sales & Customer Service Manager

6 days ago

Glen Waverley, Australia Contour Education Full time

We have a once-in-a-lifetime opportunity for a driven and committed individual to join our passionate team. Be the pioneer who shapes the future of **sales**, **customer service, **and **student & parent relationships** at Contour Education for 2024 and onwards

**Who Are We**
- **We empower students and their studies**_ _by providing highly engaging small-group tutoring designed to prepare them for school assessments and final exams. Our sessions are presented by experienced but young tutors who can teach the study design in a simple and intuitive yet engaging way._
- **Over 3,000 students and 70 staff have joined our tutoring services**_ since our founding in 2020. Our growth is a testament to our dedication to providing _**ALL **_our students and parents with a high-quality tutoring experience (_from 24/7 personal support to on-demand resources)_ and our commitment to helping them achieve their goals. We were listed as the 17th Fastest Growing Startup by the Australian Financial Review in 2022 and ranked again for 2023, and we're continuing to multiply year over year

It's our vision to _**reshape education, **_starting with tutoring.

**The Role**

Until now, our sales strategies and customer service excellence have been managed collectively by our sales team and operations manager. However, as our company continues to experience significant growth, the importance of having a **dedicated leader** to oversee, refine, and expand our sales and customer service operations has become clear. In this role, you will be responsible for leading our sales team and customer service operations, with the overall goal of improving the experience of students and parents _from sign-up to alumni._ This will include improving customer service processes, designing innovative sales strategies, training and leading new sales team members, fostering strong relationships with potential and existing students & parents, and leading new initiatives contributing to Contour and its staff advancement.

This role best suits someone seeking a unique opportunity and challenge to grow within a start-up environment. Given the critical nature of sales and customer service in our expansion, there's potential for this role to evolve into a more senior position, echoing the growth trajectory of many within our team who have risen to leadership roles and are committed to our vision of reshaping education.

This role will require consistent full-time hours in-person at our office. _**This role is not for someone wanting to work only for 1-2 years max, as we are looking for someone with the willingness and capacity to commit long-term, grow with Contour, and become a leader in their department.**_

**Why Contour?**

We also understand that this role might seem a bit daunting because of the high expectations, but we’re dedicated to making sure you’re well-prepared from day one. You'll be properly onboarded with all the support and personal feedback you need to settle in. And because this role is pretty unique, as we grow, you’ll see doors opening for further career progression, like hiring your own team members, and moving into more senior leadership roles as Contour Education expands

**Key Responsibilities**

As our first _official_ Sales & Customer Service Manager, you'll be working on further developing and maintaining our sales, customer fulfilment and enrolment processes. You'll work on a range of duties which include but aren't limited to:

- **Develop and implement effective sales strategies** to drive new enrolments, maximise student retention, and enhance lifetime value (LTV);
- **Lead sales forecasting efforts,** including setting high performance standards and establishing clear sales objectives for the team;
- **Build and maintain strong relationships** with students and parents, ensuring their educational goals are met with personalised support;
- **Lead, motivate, and manage** a team of over 15 sales representatives, focusing on training, development, and operational excellence at the Glen Waverley location, fostering a culture of excellence, accountability, and continuous improvement;
- **Conduct regular training sessions** and one-on-one coaching and feedback with team members to enhance their sales skills and product knowledge;
- **Oversee the recruitment,** onboarding, training, and continuous professional development of the sales team, improving on feedback systems and processes;
- **Ensure the team delivers outstanding service **to prospective and current students, to achieve exceptional satisfaction levels among students and parents, maximising retention and referrals;
- **Act as a senior point of contact and primary escalation point** for key student and parent/customer service issues, providing solutions that enhance student and parent satisfaction;
- **Initiate and manage customer experience enhancements** like feedback mechanisms, alumni reach-outs, to boost student and parent engagement and satisfaction;
- **C

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