VIBGYOR Group Of Schools - AVP/GM - Service & CRM

AVP/GM- Service & CRM

The Associate Vice President of Parent Service and CRM will serve as the primary overseer of our parent service request system, processes, support operations and audit. Reporting to the Senior Vice President of Sales and Marketing, this role will be responsible for ensuring a seamless and positive experience for parents through effective grievance management, centralized support services, and stakeholder relationship management.

Parent Service Request System:

- Oversee the development, implementation, and continuous improvement of the parent service request system to address inquiries, concerns, and feedback from parents across all schools.

- Ensure timely and appropriate resolution of parent queries and grievances, maintaining a high level of customer satisfaction.

Process Management and Support:

- Establish and maintain standardized processes for handling parent service requests and support activities, including escalation procedures and service level agreements (SLAs).

- Lead a Central Special Service Desk team responsible for providing inbound and outbound support to parents and school teams for all school services.

Parent Experience Enhancement:

- Collaborate with cross-functional teams to identify opportunities for enhancing the overall parent experience, including improvements to service delivery, communication channels, and response times.

- Implement strategies to proactively address common parent concerns and minimize issues impacting parent satisfaction.

Stakeholder Management:

- Serve as the primary point of contact for parent-related matters, fostering positive relationships and effective communication with parents, school teams, and other stakeholders.

- Partner with school leadership and relevant departments to address systemic issues impacting parent satisfaction and retention.

CRM Implementation and Optimization:

- Oversee the implementation and optimization of customer relationship management (CRM) systems and tools to track and manage parent interactions, preferences, and feedback.

- Leverage CRM data and analytics to identify trends, opportunities, and areas for improvement in parent engagement and satisfaction.

- Facilitating cross-functional meetings and workshops to address issues, share information, and promote collaboration.

Automation & Central SSD:

Governance & MIS (Management Information Systems):

- Designing and implementing governance frameworks to ensure effective use of MIS.

- Developing policies and procedures for data management, security, and access control.

- Monitoring and evaluating the performance of MIS systems to ensure they meet organizational objectives.

- Providing strategic guidance to senior management on leveraging MIS for decision-making and business improvement.

Audit & Training

- Ensuring compliance with internal policies, regulations, and best practices through audits and training programs.

Cross functional coordination:

- Acting as a liaison between departments to ensure alignment of goals, priorities, and activities.

- Facilitating cross-functional meetings and workshops to address issues, share information, and promote collaboration.

- The role of Team Management & People Development involves leading and nurturing a cohesive and high-performing team while fostering individual growth and professional development. It includes tasks such as setting clear expectations, providing guidance and support, fostering collaboration, recognizing achievements, and offering opportunities for learning and advancement. Ultimately, the aim is to create an inclusive and empowering work environment where team members thrive, contribute their best, and continuously develop their skills and capabilities.

Team management & People Development:

- Setting clear expectations, providing guidance and support, fostering collaboration, recognizing achievements, and offering opportunities for learning and advancement.

Qualification and Experience :

- Minimum of 7 years of experience in customer service, CRM, or a related role, preferably in the education sector.

- Overall 15+ Years' experience in Sales/ Marketing/ CRM

- Proven track record of effectively managing customer service operations and driving improvements in customer satisfaction and retention.

- Experience with CRM systems and tools, along with proficiency in data analysis and reporting.

- Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.

- Excellent communication and interpersonal abilities, with a customer-centric mind-set and the ability to build rapport with diverse stakeholders.

- Experience with CRM systems and tools, along with proficiency in data analysis and reporting.