Manager
MBA Admissions
Mumbai
Job Description
The Red Pen is seeking a dynamic and proactive Customer Support Executive with a strong telesales background to join our team in Mumbai. The ideal candidate should have some experience in client servicing, vendor management, operations, marketing, strategy, or consulting. The candidate must be proficient in managing customer workflows, coordinating between internal teams and clients, and demonstrating excellent communication skills. Additionally, a strong understanding of the education sector is preferred.
Company Profile
Founded in 2011, The Red Pen (TRP) is an independent education consulting company that helps applicants plan their education at the school, college or postgraduate level and also assists institutions to develop student-focused counseling infrastructure.
TRP’s one-on-one consulting, informational programming (virtual and in-person) and thought leadership is designed to transform access to quality education, broaden perspectives and optimize potential across the learning eco-system. Our counselors support applicants as they navigate the complex higher education landscape by advising on admission strategies, application components, and country and college selection.
Primary Responsibilities
- Team Management: Supervise and coordinate MBA Consultants and Commission-basedSpecialists for Content, Resume and Interviews for client servicing. Train, mentor, coach and guide team members in the development of their short and long-term goals, assess performance periodically and provide inputs to leadership on talent acquisition, management and retention plans.
- Client Servicing: Lead the client servicing team in providing high-quality guidance and support to clients throughout the admissions process. Manage and resolve client issues and complaints in a timely and effective manner. Conduct regular client satisfaction surveys and use feedback to improve our services and processes. Provide regular reports to the leadership on client servicing performance metrics and trends.
- Operations: Conceptualize, develop, and execute strategies to streamline service-line-specific processes for client servicing and content.
- Stakeholder Management: Maintain professional relationships with MBA program stakeholders including admissions officers, current students and alumni as well as industry influencers and competitive firms.
- Oversee Sales Conversion Ratios and devise innovative strategies with the Manager – BD, Sales and Marketing to improve conversion rations. Oversee sales performance metrics and provide regular reports to the leadership.
- Create effective messaging and positioning strategies /competitive differentiation, vis-a-vis major competitors.
- Collaborate with the marketing team periodically and design marketing campaigns as per requirements. Collaborate with other departments to ensure a coordinated and integrated approach to business development and sales.
- Develop and implement a comprehensive client servicing strategy to ensure the satisfaction and retention of clients. Develop and implement processes and systems to track client feedback and ensure continuous improvement in client servicing.
- Collaborate with other departments to ensure a coordinated and integrated approach to client servicing.
Requirements
- MBA from a globally ranked top 30 program
- Proven experience of 6-8 years in MBA consulting or education consulting, client servicing, counselling.
- Excellent written and verbal communication skills.
- Creative mindset with the ability to generate innovative ideas.
- Team management experience.
The Red Pen offers competitive compensation, rapid learning and growth and significant and varied responsibility to exceptionally driven and motivated candidates. We provide an intellectually stimulating and empowering work environment and place a high emphasis on being an equal opportunity employer.
Please email your resume to careers@theredpen.in if you are interested in being considered for the position.
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