Sales & Customer Service Manager - Mackay Regional, Australia - Contoureducation

Description

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?

Working in our collaborative environment with an energetic team is a fantastic opportunity to hone your skills, and learn heaps along the way At Contour Education, you'll get an inside look at one of the fastest growing start-ups in education in Australia. Our team is super driven and hard-working, but we're all easy-going and friendly, and we love our frequent (paid-for ) team dinners and meet-ups, where you'll get to talk and vibe with everyone. Rather than being in an overly formal corporate sales setting, at Contour you can apply the same skills in a start-up environment with a young and energetic team.

Our goal is to reshape education, starting with tutoring. We think there's an opportunity for a brand and organisation to create a significant impact on school-level education in Australia. We believe, through the implementation of technology and business practices, learning can be much more enjoyable and effective for students. As we progress, our small steps start to become big strides, as we make major advances in the resources & support we provide to our students. We strongly believe that if you want to apply your sales/customer service skills in the education space, Contour is the place to be, and this might just be the role for you

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;
• Day-to-day sales activities including managing incoming inquiries, providing round-the-clock support, ensuring swift and accurate responses across multiple communication channels (calls, emails, texts);
• 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;
• Collaborate closely with marketing, tutoring, and operations teams to ensure sales strategies align with Contour Education's overall goals;
• Provide detailed sales reports and analysis to the management team, offering insights and recommendations for continuous improvement, both at a staff level, and at a system/process level.

Expected Hours

• Minimum of 40 hours/week at our Glen Waverley office, with an opportunity of doing 70 hours per week as we run 7-days a week :)
• The indicated hourly rate is $38 p/h + super + bonuses/commission. Your salary will range from $80k to $140k before super/bonuses/commission, depending on whether you work the minimum (40 hours) or maximum (70 hours).

Skill Requirements

• Honesty and Integrity
• Excellent Customer Service Skills
• High Level of Empathy
• Exceptional Communication Skills
• Detail-Oriented & Organised
• Energy and Enthusiasm
• Independence & Proactiveness
• Ability to Build and Maintain Relationships
• Willing to Listen, Learn & Lead

Experience Requirements

• Bachelor's Degree (or higher) in Commerce/Business/Management/Marketing/Operations
• 3+ Years Experience in Sales, and/or Customer Service/Management/Operations Experience

NOTE: These are not hard-fast requirements; however, they are favourable to your application.

Personal Requirements

• Passionate, and Engaged (we want you to genuinely interested in working in education)
• Long-Term Mindset & Vision (if you're selected, we'd like you to come for the ride for as long as you can)
• Genuine Desire to Help Students & Parents (it's our goal to help students achieve their potential)
• Full Academic Year Commitment (e.g. no overseas exchange trips for 8 weeks :()
• Ability to Commit to Hours (e.g. can't constantly reschedule or miss work)
• Travel to Glen Waverley
• Sign an NDA (e.g. can't distribute our resources/company info to others)
• Agree to a non-compete clause (e.g. you can't work with similar organisations, exceptions apply, check with us)
• Past VCE Graduate (we still accept applications from non-VCE graduates, just it helps)
• Competitive benefits and pay, that recognise your pivotal role in sales and customer service at Contour.
• A chance to shape careers and culture, fostering a thriving environment where students and staff can excel.
• As we grow, so do your opportunities - envision a path that can lead to leadership roles within a dynamic start-up.
• Personalised mentorship and training, dedicated to refining your sales and people management expertise.
• Work where creativity meets strategy - in a non-corporate setting, where you can directly influencing the company's innovative edge.
• Join an environment where team success is celebrated, while simultaneously boosting your public speaking, leadership, and collaboration skills.

By joining Contour Education, you won't be taking on just-another-sales-job; instead, you'll be embracing an opportunity to make a lasting difference in a growing company, and in an industry ripe for innovation