Parent Liaison Manager (Bangkok)

Reporting to the Brand and Marketing Manager and the School Principal, the Parent Liaison Manager will work closely with other relevant internal departments to market and promote Middleton International School to the international and local community in Bangkok, Thailand.Job Responsibilities:Enquiry ManagementEnsure the PLO team captures all new enquiries (calls, email, online leads, walk-in’s etc.) in the CRM system from the date of receipt.Ensure the PLO team records all appropriate information into the CRM system. Ensure the PLO team contact all new enquiries and are followed up by phone or email within 1 working day. Overseas phone calls can be made using the CRM.Ensure the PLO team emails the prospective parent the school tour confirmation detailsEnsure the PLO team contacts the prospect parent 1 days before to re-confirm their appointment (email where necessary) and use the CRM calendar tool to do so.During tours, ensure that the PLs share learning stories, videos and documentation that makes learning visible as well as introduce a member of the academic team to provide a high quality experiencePost school tour; ensure the PLO team sends a post tour email within 1 working day after the school tour.Ensure the PLO team tracks and note all comments within the CRM in a timely manner and update their status.Ensure the PLO team follow-up with all post tour parents by calling them 3 days post tour to check their status, or any other questions. Use the ‘sequence’ tool and the ‘templates’ in the CRM to connect with families.Ensure the PLO team arranges any follow-up meetings i.e. principals, assessments within 1 week post tour.Review the status of all enquiries from the CRM reporting (pre/post tour) ensure that the PLE’s are following up with their prospect parents.Compile tour templates learning stories for PLO team to improve the school tour.Review and shadow the PLE’s around school tours to ensure they are promoting the school in the right light i.e. curriculum, stories, facts etc.Continuous review of the school tour process with the PLE’s from start to end, i.e. explaining about EtonHouse, Curriculum, application documents etc. Ensure a 5-star customer service to parents.Support families for student pass applications and the team wherever required to facilitate these conversations with agents or parents directlyEngage in all induction courses and professional development sessions facilitated by HQEnsure that the data in the CRM is updated at all times to facilitate accurate reports and trendsUpdate parent status in the CRM and engage with them intentionally to nurture them through the funnel. Use the CRM features-sequences and workflowsTrain and induct new joiners and existing members of the PL team to use best practice in CX and use of technology platformsAdvocate for the EtonHouse learning pathway beyond pre-schoolEnsure that the school website has accurate and up-to-date informationProviding outstanding customer service that is personalised and in alignment with the organisation’s culture and values.Support all media and brand and marketing events and requestsUpdate the AI bot templates on a regular basis to keep them relevant and use campaigns from time to time to remarket and enhance conversionsBe responsible for your own PD by staying up-to-date with all platforms used by the PL teamHandle all admission and withdrawal processes and documentsMonitor and track student numbers, agent referrals, withdrawal dataOpen House/Weekly School ToursLead the organisation of open days from managing the RSVP list to organising the relevant groups, schedule of the day and follow up.Ensure the PLO team confirms attendance 2-3 days before the Open House. The team also follows up with a phone call.Allocate school tour groups for each school coordinatorBrief school coordinators as to the set-up for the open houseEnsure the school is clean/set-up ready for open house.Work with the kitchen to ensure food etc. is provided and setupFacilitate the content of the sharing by the principal and/or other members of the leadership teamPrepare materials and resources that are shared with familiesQualifications and requirements:Bachelor's degree from a recognised University with at least 5 to 6 years of related work experience in a sales management/business development role in the education services or a service-oriented industry.Sales management experience is desirableExperience working in an international school environment would be an added advantage.Possess a collaborative attitude and work well in a team-oriented work environmentExcellent written and verbal communication skillsFluent in both English and ThaiResult-oriented and a hands-on marketer