Student Success Manager
CurrentAs a Student Sucess Manager for APAC team in Kuala Lumpur office, I hold full responsibility for the departmental operations and performance management, assess the team and individual KPI in various aspects such as daily outputs, quality assurance, turnaround time, customer satisfaction rating, and effective communication rate. I collect and analyse the data generate the outcomes, and report writing Based on the results, I recommend or propose the operations optimisation and strategy plan for… Show more As a Student Sucess Manager for APAC team in Kuala Lumpur office, I hold full responsibility for the departmental operations and performance management, assess the team and individual KPI in various aspects such as daily outputs, quality assurance, turnaround time, customer satisfaction rating, and effective communication rate. I collect and analyse the data generate the outcomes, and report writing Based on the results, I recommend or propose the operations optimisation and strategy plan for organisation and clients.I hold full responsibility for clients' (Australian, New Zealander, and Malaysian overseas universities) student recruitment and enrolment processes, marketing, and communication matters with the team and department. I manage all APAC accounts with my peer in Melbourne (counterpart) and have full responsibility for protocol design decisions, standard procedures and quality assurance to meet the client's expectations. Furthermore, I provide marketing consultancy for specific campaigns and liaises with internal stakeholders. I work closely with the client's marketing and communications division involving their marketing campaigns. Therefore, I need to maintain and updates customer relationship management system: email templates, writing style, content management, eDM broadcasting, web forms, an intranet site, and internal marketing pages. Also, participating in digital marketing with the client delivery team such as set up and manage the live chat operations and create multiple social media platforms in new engagement projects with my clients to look for potential markets and leads. I'm supporting the BI team in reporting and visualisation projects, for example, build powerful and comprehensive reports by using Power BI.I proactively drive, prepare and write all communications with the key stakeholders, for example, weekly performance reports, monthly client updates, project newsletters, research reports, and announcements. Show less
