British Council Việt Nam ★ 4.1

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Cập nhật 30/05/2025 09:11

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SCM Branch Manager

British Council Việt Nam 4.1★

53 đánh giá 21 việc làm 10 lượt xem

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Thông tin cơ bản

Mức lương: Thỏa thuận

Chức vụ: Nhân viên

Ngày đăng tuyển: 28/03/2025

Hạn nộp hồ sơ: 27/04/2025

Hình thức: FULL_TIME

Kinh nghiệm: 5 - 6 năm

Số lượng: 1

Giới tính: Không yêu cầu

Nghề nghiệp

Quản lý thương hiệu

Ngành

Non-profit Organizations

Role

Job Title: SCM Branch Manager (45585)

Pay Band: G/6

No. of positions: 1

Country/Location: Ho Chi Minh, Vietnam

Department: Exams

Contract Type: Fixed Term Contract-2 Years (with possible extension)

Closing Date: 13th April 2025 23:59 ICT (GMT+7)

Role Purpose

The Branch Manager is expected to play an active role in the Teaching Centre Management team, working closely with the Area Sales and Customer Management and Manager and Head of Sales and Customer Management (SCM) and Academic leads. The Branch Manager will also be the key point of contact between the Teaching Centre and the Department of Education and Training (DOET). Previous experience in a similar post is desirable.
To ensure the Sales and Customer Management (SCM) team of the Branch meets and exceeds the sales and service targets and Key Performance Indicators (KPIs) set by the British Council.
To oversee the daily operations of the Branch.
To motivate the SCM team and to foster good team spirit, delivering a high quality, efficient and integrated customer service experience.
To work closely with the Area Sales and Customer Management Manager and Head of Sales & Customer Management to ensure the branch maintains best practice and standards.
Leading the team to achieve challenging sales targets including conversion rates, sales revenue, retention and income.
To lead the Branch team to improve performance, motivation and customer experience.
Providing coaching and training to ensure branch teams are successful in achieving targets and providing a high level of service and information to customers
Career opportunity in English teaching sales and customer management and other departments

Main Accountabilities

Sales Management

To build, lead and motivate the Branch team to achieve and exceed new sales targets and KPIs as set out by the British Council.
To work closely with the Area Sales and Customer Management Manager and The Head, Sales & Customer Management to develop and execute sales strategies, plans and processes in line with the country and region’s plan for the professional handling of English course enquiries and registrations with the purpose of achieving and exceeding sales targets as set out by the British Council.
To monitor and review individual sales performance, ensuring that they meet and exceed their sales targets through regular meetings and reviews.
To ensure marketing and sales data are properly tracked and recorded according to the country and region’s requirements.

Customer Management

Work closely with The Area Sales and Customer Management Manager and the Head of Sales & Customer Management to develop and implement effective customer management strategies and activities
Meet and exceed customer management targets (re-registration and satisfaction) as set out by the British Council.
Manage, support and train the customer management team to deliver the targets
Manage professional and timely communication with customers
Work with the Area Sales and Customer Management Manager Head of Sales & Customer Management and IT Manager to manage customer flow at the Front of House in the most effective way
Working with the Regional team to assist with the deployment of customer satisfaction surveys mystery shopping and focus groups effectively and on a timely basis
Manage the feedback and complaints system with prompt action taken

Branch Operations

Supervise Front of House Finance

Supervise payment process at the Front of House (FOH)
Support Cashier Team Leader in staff recruitment Ensure Cashier team staff are competent in Customer Service

Maximise branch operation efficiencies

Ensure that the branch is adequately staffed, trained and motivated to deliver first-class front-line services to customers on the full range of British Council's (BC) services and activities, in a professional, friendly and proactive manner for 7-day operation
Work closely with Academic Managers on class fill and teacher utilization to ensure operation efficiencies
Develop and implement branch specific operation policies and processes to effectively improve productivity
Contribute to Induction programmes for new staff
To manage the facilities and the overall upkeep / maintenance of the Branch
To liaise with the building management of the Branch to ensure proper daily branch operations.

Reporting

To provide accurate and timely reports on team performance, new sales and re-registration to the Senior Management periodically and when required

People Management

Train and develop the Team according to centre requirements
Coordinate and train part-time support staff to meet standards
Minimise the use of helpers and ensure budget is not exceeded.
Work as an integral part as the Front of House (FOH) team

Exams services (if any)

Manage face to face services to IELTS and other exams walk-in customers
Handle customer feedback related to the FOH’s services to exams customers

Meet and exceed internal stakeholders’ expectations

Proactively communicate with internal stakeholders to obtain information updates as well as provide feedback on the team’s performance
Work closely with Teaching Centre managers to ensure communication between the Academic team and the Branch team is smooth, accurate and timely
Be actively involved in ensuring effective implementation of Safeguarding Policy in the Teaching Centre
Work closely with the Marketing Manager to ensure that the communication with customers reflects customer needs, is on brand and is managed effectively across all age groups
Work with the facilities manager and TC management team to ensure that the FOH is on brand and maintained to high standards
Work with the marketing manager and academic team to manage customer research and student / parent engagement programme
Play an active part in Teaching Centre management including contributing to, monitoring, reporting on and meeting business targets, and regular informed input to management decisions

Other Responsibilities And Main Duties

The post holder will be required to work a five-day working week. He/she will be required to work on weekday evenings and on weekends on a regular basis depending on operational needs.
Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council’s Equal Opportunities and Diversity policy and standards in carrying out all internal and external duties
Manage information created and received in compliance with the British Council’s information management standards, policies, the UK Data Protection Principles and local legislation
Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/share knowledge for line managees as well as for self. Make a positive contribution to team meetings and give suggestions to management for improving Sales/Customer Management practices and procedures based on customer feedback.
To liaise with the building management of the Branch to ensure proper daily branch operations.

Role Specific Knowledge And Experience

5 years’ experience in sales and customer service management
Competent IT skills
Excellent communication and customer relation skills
Very good problem-solving skills

Requirements

Excellent English and Vietnamese
Undergraduate degree (Equivalent to bachelor’s or higher) in a relevant subject

Desirable

Extensive experience in the education industry. Experience in managing sales, preferably with an education institute
Experience working with children
Experience of safe planning, organisation and delivery of activities for children

Condition Of Employment

Locally Recruited

Applications are welcomed from candidates in Ho Chi Minh, Vietnam with a natural right to work. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

Khu vực

Hà Nội - Việc làm tại Hà Nội

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Báo cáo

British Council Việt Nam Xem trang công ty

Quy mô:

200 - 500 nhân viên

Địa điểm:

Số 20 Thụy Khuê, Phường Thuỵ Khuê, Quận Tây Hồ, Thành phố Hà Nội, Việt Nam

British Council là tổ chức hợp tác văn hoá giáo dục quốc tế của Vương quốc Anh, được thành lập từ năm 1934. Hiện đã có văn phòng tại hơn 100 quốc gia và có mặt tại Việt Nam nam 1993.

Vào mùa thu năm 1993, Giám đốc đầu tiên của Hội đồng Anh Việt Nam, bà Muriel Kirton, đã đến Hà Nội để thành lập Văn phòng Hội đồng Anh Việt Nam với những hoạt động chính là đào tạo tiếng Anh, cung cấp thông tin về đất nước, con người và giáo dục Vương quốc Anh cũng như các hoạt động trao đổi trong lĩnh vực khoa học.

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Lịch sử thành lập

2013: Hội đồng Anh Việt Nam điều phối hoạt động thành lập một trường đại học Anh- Việt
2004: Hội đồng Anh ra mắt trang web với giao diện mới
2001: Hội đồng Anh Việt Nam được công nhận là một tổ chức độc lập
1993: Hội đồng Anh là Ban văn hóa của Đại sứ quán Anh tại Việt Nam thành lập

Mission

British Council hỗ trợ các nhóm xã hội để đạt được những thay đổi trong giáo dục, kỹ năng, khu vực công, xã hội dân sự và tư pháp.

Thông qua việc hợp tác chặt chẽ với chính phủ Việt Nam và các nhà tài trợ quốc tế, British Council quản lý và triển khai các sáng kiến phát triển ở cấp độ quốc gia và toàn cầu.