Position Description: Team Leader, National Course

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Position Description: Team Leader, National Course Advisors Location: Byron Bay Operationally reports to: Associate Director of Sales and Admissions, SAE Australia Functionally reports to: Associate Director of Sales and Admissions, SAE Australia Primary Objective/s: The Team Leader, National Course Advisors, is responsible for managing the National Course Advisors team to drive new student recruitment to SAE Creative Media Institute campuses across Australia. They will supervise the National Course Advisors by mentoring and managing processes for lead handling through all recruitment channels in a compliant and customer centric manner. They will foster a team environment which facilitates efficiencies and growth including the achievement of sales targets.

Key Responsibilities:

Person Specification:

• Day to day National Course Advisors team performance management including monitoring individual productivity levels, service delivery and achievement of sales and growth targets;

Qualifications & Experience –

• Assistance with managing domestic sales operational plans in conjunction with the Associate Director of Sales and Admissions, SAE Australia and other senior staff as required. • Preparing a full set of performance scorecard reports to accurately reflect demand indicators, sales performance and forecasts; • Oversight of the National Course Advisors team reward framework including commission plans, reviews and outcomes;

• Previous team management experience preferred within an educational or service sector sales environment; • Experience within a call centre and/ or sales environment with demonstrated achievement of sales KPIs; • Relevant tertiary qualifications preferred; Core Competencies –

• Assistance in managing the framework, systems and procedures for student application channels;

• Strong leadership and management skills with an ability to lead and influence teams and individuals;

• Execute an ongoing product training program for the sales team, fostering a customer centric, service oriented and compliant sales environment at all times;

• Strong planning and analytical skills with the ability to innovate and and engage entrepreneurially to overcome challenges;

• Resolving escalated customer concerns and feedback within service level agreements;

• Dynamic interpersonal skills with a successful record of communication and negotiation with a diverse range of internal and external stakeholders;

• Assist staff with student communications - providing detailed and accurate course, career and other jobs market information pertaining to SAE and the creative media industry; • Being a leader and advocate of the SAE sales and recruitment team, establishing and maintaining productive relationships with other SAE academic and service divisions across all campus locations; • Coordination of National Course Advisor at marketing events across Australia as required; • Participating in marketing events across Australia as required;

• Ability to lead change within a dynamic environment of systems, processes and personnel responsibilities; • Motivated and passionate about sales with a history of result achievement and business growth; • Service oriented with a genuine concern for client needs; • Strong experience with CRM and sales systems, preferably Salesforce.

• Other project orientated duties as required. Performance Framework Key Result Area

Major Activities

Performance Indicators

High Functioning Sales Team

- Providing motivation and mentoring for the sales team;

- Production of regular activity and performance indicator reports on individuals and team;

- Monitoring sales team activity levels through CRM and telephony systems; - Developing reports on key performance indicator areas for individuals and teams, including but not

- Development of salesperson performance and development plans and regular reviews;

limited to contact rates, enrolment conversions, sales channels, campus tours and service levels; - Producing and maintaining regular performance planning and review documentation and discussions; - Executing of the sales team reward framework;

- Calculation of trimesterly commission payments are done accurately and on time; - Development and implementation of a comprehensive SAE product training program.

- Development of training and development programs for sales team and individuals.

Increased Student Enrolments

- Development of sales strategies and operational sales plans for the domestic market;

- Student recruitment numbers at SAE campuses vs. target per trimester;

- Defined processes to ensure that prospective student enquiries and applications are handled efficiently and timely;

- Conversion data of leads to enrolments.

- Develop communication plans, including nurturing campaigns to established preferred methods of contact and communication to prospective students are employed; - Ensuring that high levels of upfront service and follow up are employed by the sales team.

High Service Provision

- Managing sales team communication to prospective students with a customer centric and service oriented approach;

- High service level indicators from feedback surveys; - Call records for indication of quality.

- Ensuring regular and reliable follow-up of information and assistance with high levels of team responsiveness and integrity.

Integrity of Information and Advancement of Technology

- Develop a system architecture and best practice process flow using the technology suite engaged by SAE sales (CRM, telephony, SMS, SIS); - Manage sales team currency of systems through regular training and development;

Establishing SAE Brand Profile and Market Awareness

Fostering Productive Internal Working Relationships

- Reinforcing key brand messages in client communications; - Working with the marketing team to establish effective lead generation activities and capture;

- Data accuracy in Salesforce; - Data accuracy into SAE enrolment/student information system (Navigate); - Minimised errors for Institute reporting requirements such as AVETMISS, HEPCAT etc. - Effective lead capture and follow-up; - Communications maintained with SAE brand standards and aligned with marketing campaigns;

- Representing SAE in a professional manner.

- High service level indicators from feedback surveys.

- Successfully lead the development and maintenance of internal and external staff and client relationships;

- High service level indicators from feedback surveys;

- Maintain currency of the SAE business and the different SAE academic and service divisions; - Working collaboratively for the benefit of the overall student experience and outcome.

- Adherence to internal and external service level agreements.