Business Title: Learning Center Manager
Function: Full-Time, Exempt
Department: Learning Center
THE BERLITZ ADVANTAGE
Berlitz is widely known as a premier provider of language training and cultural services with over 500 locations in 70 countries, including more than 55 locations in the U.S and Canada. However, over the last few years, the company has acquired others businesses and has expanded its scope of products and services. The Training Management Corporation (TMC) and 2nd Language Testing Incorporated (SLTI) are two of these companies. With these acquisitions, Berlitz is now able to provide products and services world-wide that includes: language proficiency test creation, delivery and administration; global leadership development training; communications training, media-based (technology enabled) learning; and a number of programs and services to enhance cross-cultural effectiveness. All of these services combined have led to Berlitz embarking on a strategy to be recognized as a Global Education Company with a mission to help individuals communicate more effectively and for businesses, who are competing in a global marketplace, to succeed. Merging 130 years of innovation in language services with the latest in technological advancements, Berlitz has the resources through its extensive network to accommodate the needs of businesses and organizations from one-on-one training to enterprise-wide programs. In addition, Berlitz helps the world communicate through a wide variety of consumer program offerings for adults, teens and children. For more information on Berlitz programs and services visit www.berlitz.us .
SUMMARY OF POSITION
Assure maximum satisfaction of our internal and external customers by managing their expectations in order to achieve the objective of creating long-staying, loyal customers. Support day-to-day Learning Center administrative functions, local Prospecting activities, and Walk-In sales opportunities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ensure optimal Learning Center appearance.
Regularly update Market Area Service Leader on local Center teacher or other delivery needs.
Recognize outstanding performances for SPOT Award nomination.
Support local scheduling functions: Post schedule daily / making necessary adjustment; Coordinate as needed substitutions for instructors in cases of illness, inability to travel or planned vacations.
Ensure materials are packaged, delivered at first lesson and posted per policy in LCMS.
Support local group management in conjunction with the Market Area Business Development Manager or as indicated by Market Area Director
Take payments and make bank deposits as needed.
Responsible for adhering to corporate policies and procedures.
Effectively communicate student objectives to LC Staff.
Maintain positive customer relations and ensure maximum customer satisfaction.
Work in collaboration with Market Area Service Leader and Market Area Business Development Manager to support the “Customer For Life” initiatives, from the 1st counseling session to the re-enrollment interview.
Update regularly Market Area Service Leader on students’ progress and program completion.
Motivate students to complete their programs.
Resolve service issues when presented by student.
Maintain regular contact with alumni.
Work in collaboration with Market Area Service Leader to achieve ECSS targets for both survey completion and program quality ratings.
Acquisition – Walk-in Sales and Local Prospecting
Manage and process daily walk-in inquiries
Conduct walk-in and other assigned sales activities from initial inquiry through enrollment.
Work in collaboration with the Market Area Business Development Representative to support local prospecting activities as directed by the Market Area Director.
Identify and redirect corporate opportunities to designated Market Area Business Development Manager or Account Executive, such as referral opportunities from existing customer base.
Support local and national marketing initiatives, product launches and promotional campaigns.
Foster corporate relationship development via regular communication with Market Area Business Development Manager. and/or Account Executives as appropriate.
Strategize and implement action plans to capture greater consumer market share.
Enter and manage information in LCMS.
Reports To: Market Area Director
Ability to travel within the Market Area as needed
At Berlitz, we believe in providing with the most competitive benefits available, so we offer the following benefits for our regular full-time employees:
Employee Assistance Plan
Credit Union (McGraw-Hill)
Short and Long-Term Disability
Discounted Berlitz Language Lesson
Pre-tax Commuter Benefits TransitChek
Medical and Prescription Drugs/ Dental / Vision
Flexible Spending Account - Medical and Dependent
Paid Time Off including Vacation, Holidays, Personal, and Sick Leave
401K - Employer matches 50% of employee's first 10% of deferred contribution, upon meeting eligibility requirements.
Education : College degree or equivalent experience
Exceptional interpersonal and communication skills
Strong customer service skills
Sales experience preferred
Successfully complete all Berlitz Sales and Operations modules as agreed with the Learning and Development
Be able to take initiative and work independently
Be flexible in working hours
Be fluent in English (proficient in spoken and written English). A second language is desirable.
FOR QUEBEC AREA: Be fluent in French and English.
Proficiency in Internet and Microsoft applications (Outlook, Word, Excel, PowerPoint)
Positive ratings for current/most recent performance appraisal.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
Berlitz is proud to be an Equal Opportunity Employer.