Supervises the day-to-day operations of the academy.
Evaluates the overall performance of the academy on regular basis and contributes towards quality improvement and/or makes relevant suggestions for improvement.
Contributes towards growth of the academy in terms of recruitment of new members. Analyzes customer feedbacks and develops new techniques to ensure customer retention. Ensures to work towards meeting KPI targets set by the Management.
Strives to maintain proper lines of communication with Administrative team, Technical Directors, Head Coaching staff, Stryx Management as well as parents at all times to ensure smooth operation of all academy branches.
Independently builds and manages strong and lasting relationships with clients.
Ensures high standards of customer service and high customer satisfaction rates are maintained on and off the training site at all times.
Deals with clients on daily basis over the phone, by email and face to face at the training locations and ensures their expectations are met, enquiries are responded, followed up and handled in a timely and professional manner.
Visits different training locations daily and uses this opportunity to connect with parents and collect feedbacks.
Arranges and attends personal meetings with parents to address any concerns, complaints or questions, whenever necessary.
Oversees the effective handling of customers? complaints by Administrative and Technical teams, or manages the complaints directly, whenever necessary.
Ensures the team maintains and manages relations with clients effectively and professionally.
Manages and supervises the Administrative team in their daily work and evaluates their performance.
Guides the team to ensure top customer service is provided at all times and operations of all sports academy branches are handled properly.
Ensures the team is responding to existing academy members? enquiries, managing new members and assisting them through the enrolment process.
Monitors the usage of web-based company CRM system making sure it is kept up to date and managed properly by the Administrative team (e.g. member accounts, payment registrations, attendances, team distributions, schedules, cases/complaints, all SMS and email communications etc).
Oversees Freshsales web platform and ensures all academy related leads are managed properly and that the team uses sales techniques to convert them into clients.
Supervises the academy performance related to membership renewals and cancelations.
Supervises financial performance of the whole academy while keeping accurate records of all overdue payments from clients on regular basis and ensuring collections are made by the Administrative team in timely and efficient manner.
Handles financial tasks like monitoring annual academy budgets, managing all receivables as well as overseeing academy-related expenses.
Prepares periodical reports about customers? renewal rates, payments, complaints, surveys, members? dynamics and so on.
Ensures all uniform and equipment items are kept track of during the season to avoid any shortage and to allow enough time ahead to place orders.
Assists in managing the logistics of running a sports academy (handling uniform and equipment orders, liaising with third parties whenever necessary and so on).
Organizes and obtains customer satisfaction data through annual surveys for overall analyses of the academy?s performance.
Oversees matters such as but not limited to: accuracy and regularity of attendance records; consistency of members? documentation such as registration forms, medical reports, passport copies etc; performance of random calls; efficiency of trials and trial feedbacks; preparation and distribution of evaluation reports; maintenance of incident and accident reports; execution of follow up calls to injured members; accuracy of internal league standings etc.
Ensures academy calendar is always kept up to date and any marked activities/events are implemented and communicated to parents in timely manner.
Participates in organizing international international sports trips throughout the season for academy members.
Participates in and coordinates various academy events and extra activities.
Gets involved in member relations/academy operations matters on own initiative.
Monitors competition by gathering current marketplace information on pricing, locations and offerings of other competing sports academies in UAE.
Recommends changes/adjustments in products, services and policies by evaluating results of competition analyses, whenever needed.
Validates clients? refund requests following thorough review of the account with the Finance?team while making sure the refunds are processed properly.
Collaborates with team members on any ongoing projects, if requested by the management.
Carries out other appropriate general office duties as assigned by the management.
Provides input to Marketing Department on marketing and promotional materials, campaigns, events, website content related to the academy. Where possible, shares initiatives or ideas in an ongoing effort to recruit new members and increase sales.?
