About the role :
The Customer Experience and Sales Manager will play an integral role in the success of our key objective of increasing customer satisfaction for our students travelling abroad and re sale according to the actual conditions and context.
Customer Experience and Sales Manager will have a passion for increasing quality and champion projects and initiatives that will have both a short-term and long-term impact on the business.
In this role, you will take ownership and drive towards helping to create a customer-centric organization using the CREDO on a daily basis to guide your actions.
You will be a role model for exceptional service and have a proven track record of getting results by always considering the customer in your decision making.
This central function and team put you in the center of the organization bridging teams and experiences to create a customer-centric organization.
The role is based in Quito, Ecuador. This role reports to the Country Manager of Ecuador.
Some things about you :
You are an influencer who can motivate and inspire
You are a natural networker who builds strong relationships throughout our worldwide organization
You are analytical excited by data - the story it tells and can make data-driven decisions
You are a strategist always looking to innovate and always able to execute
Your attention to detail, organization and project management skills are top-notch
Maintaining the status quo is not your style you want to make an impact and get things done
You are innovative, forward-thinking and goal-oriented
You understand and drive towards the big picture but comfortable with the day to day tasks to get there
You are scrappy and resourceful and have no fear of getting your hands dirty
3+ years of experience in a sales or service management role
Expert at navigating our CRM systems (Salesforce)
Global cultural experience would have worked in another country or lived or studied abroad (English speaking country preferable)
Project and change management experience
Ability to analyze, interpret and make data-driven decisions
Teacher, trainer, and coach
Ability to travel domestically and internationally (when allowed)
English C1 or C2 level
Ownership : some of the projects / initiatives you own (or partly own) :
Infuse the CREDO into our organization by collaborating across departments
Create content and training
Drive and implement a new expectation setting initiative for new students
Create and manage customer initiatives (advocacy groups, activate promoters / ambassadors, work with teams who need customer insights for their projects )
Own customer journey and its evolution including documentation, change proposals and measuring the impact to business
Improve the visa processes and talk to embassies and country ambassadors to be aware and updated regarding the visa’s restrictions
Activate our promoters, working with Sales and Marketing to increase referrals and Brand Ambassadors
Analyze case by case to give different new offers and destinations to make sure that everyone who has enrolled for a course travel