Centre Manager

About The Write Connection

The Write Connection (TWC) is a dedicated education centre specialising in English and Writing classes tailored for primary and secondary students. With a team exceeding 100 professionals, TWC strives to cultivate generations of critical yet compassionate thinkers by offering premium and comprehensive English enrichment programs.

Role Overview

We are seeking a hands-on Centre Manager to oversee the daily functioning, service quality, and business outcomes of our enrichment centre. This leadership position demands managing centre sales, student retention, customer satisfaction, team performance, and seamless operational workflows. The Centre Manager will coordinate closely with educators, centre personnel, and support teams ensuring consistent, high-quality experiences for students and parents alike.

Key Responsibilities

• Manage and enhance sales, operational efficiency, and service delivery across designated centres.
• Motivate and lead centre teams to meet and exceed enrolment, retention, conversion, and service objectives.
• Actively drive sales growth by following up on inquiries, trial classes, and enrolment leads.
• Build and nurture strong relationships with parents and students to bolster satisfaction and ensure student loyalty.
• Address parental feedback, service recovery, and escalations promptly and professionally.
• Support centre staff with customer service excellence, daily operations, and adherence to centre protocols.
• Supervise teacher-related centre activities, including attendance, punctuality, communication with parents, and operational follow-ups.
• Ensure efficient daily operations encompassing class preparations, scheduling, centre presentation, and service benchmarks.
• Monitor centre KPIs rigorously to identify and rectify shortfalls in sales, retention, service, or operational standards.
• Utilise company CRM and student management systems for lead handling, recordkeeping, follow-ups, and reporting purposes.
• Engage in weekly team meetings to brainstorm and implement strategies for improving operational effectiveness and customer experience.

Working Hours

• Five-day workweek with either a single-weekend or dual-weekend shift arrangement.
• Weekdays from 12:30 PM to 9:30 PM, inclusive of a one-hour meal break.
• Weekend shift (Saturday or Sunday) from 8:30 AM to 6:30 PM, including a one-hour meal break.

Candidate Requirements

• Minimum of five years' relevant experience in fields such as education, enrichment, customer service, retail, hospitality, or centre operations.
• At least three years in leadership or team management roles.
• Demonstrated ability to achieve sales targets, maintain superior customer service, and meet key operational performance indicators.
• Excellent communication skills, strong follow-up habits, and proficient problem-solving abilities.
• Confidence in managing parent relations, staff issues, and service escalation processes.
• Capability to oversee multiple centres, juggling priorities and stakeholders effectively in fast-moving environments.
• Proficient in learning and operating CRM and student management platforms.
• Experience within the education or enrichment sectors is a significant advantage.

Compensation & Benefits

• Competitive salary framework with performance-linked incentives.
• Prospective growth and career advancement opportunities.
• Supportive work culture fostering innovation, teamwork, and educational excellence.
• Comprehensive medical and dental coverage.
• Special leave benefits including birthday and marriage leave.
• Flexible leave options available after one year of service.
• Monthly birthday celebrations and team bonding activities to promote workplace camaraderie.
• Exclusive discounts on TWC courses for staff, their friends, and families.
• Additional staff discounts with various partnered merchants.

Ideal Candidate Profile

The candidate we seek is highly proactive, committed to ownership, and enjoys managing both people and operations. This role demands running the centre akin to a business unit while prioritizing the student and parent experience above all.