Center Manager

Location: Total Education Campus
Employment Type: Full-time & On-site

About Total Education:
Total Education is an innovative educational center based in Hanoi, Vietnam, specializing in holistic learning solutions for K16 students: English (ESL, Academic English, IELTS) & Math Learning, Experiential Learning via field trips & summer camps, Oversea College Counseling and projects such as Community Service Learning.

Total WellBeing Framework:
At Total Education, we believe in a comprehensive approach to education, starting with kindness and aiming to equip students with the values, skills, and knowledge needed for a meaningful life. Our WellBeing framework encompasses:

1. Physical: Breathe well, drink well, eat well, sleep well, & exercise regularly.
2. Emotional: Understanding and managing emotions effectively.
3. Social: Building meaningful relationships with a sense of belonging.
4. Intellectual: Fostering curiosity, study skills, and critical thinking for personal growth & lifelong learning.
5. Professional: Discovering one's ikigai through purpose, talent, grit, and VIPS.
6. Environmental: Living in harmony with surroundings and nature for sustainability.
7. Spiritual: Connecting with a purpose greater than oneself for Good Works regardless of religions.

Role Overview:
As the Center Manager, you are the "Heart and Head" of the campus. You are responsible for taking care of current and future students, ensuring the best experience for them and their families.

Crucially, you serve as the Customer Development Lead, driving the center’s sustainable growth by leading the consultant team, managing enrollment targets, and ensuring that every interaction—from the first inquiry to graduation—contributes to the TOTAL WellBeing of our community.

Key Responsibilities:
1. Customer Development & Business Growth (Consulting Leadership)

• Drive Growth: Collaborate with the Board of Directors (BOD) to set and reach revenue and enrollment goals that help TOTAL thrive sustainably.
• Lead the Sales Effort: Your insights will help attract new students and grow our local presence. You will lead the Educational Consultant (EC) team in managing sales pipelines and conversion rates.
• Strategic Outreach: Build creative outreach plans and help families understand the TOTAL philosophy by identifying their needs and offering tailored educational solutions.
• Event Coordination: Work with the Marketing and Academic teams to host meaningful events that welcome new students and generate excitement.

2. Amazing Student & Customer Experience (Service Leadership)

• Customer Care: Put student and customer care front and center—ensuring students and parents feel valued, heard, and "wowed" by their experience.
• Retention: Manage re-enrollments and maintain high satisfaction levels to foster long-term loyalty.
• Complaint Handling: Act as the escalation point for sensitive issues, handling high-level complaints with empathy and professionalism to turn challenges into opportunities for trust-building.

3. Center Operations & Brand Standards

• Operational Excellence: Manage daily operations, coordinate class schedules, and oversee testing processes to ensure smooth quality learning.
• Brand Environment: Ensure TOTAL’s welcoming environment shines through, maintaining the cleanliness, safety, and aesthetic of our learning spaces.
• Reporting: Keep track of center performance with regular reports (using CRM tools) and share updates/insights with the BOD to keep the organization moving forward.

4. Inspiring & Growing Your Team

• Coach & Mentor: Lead, coach, and support your team (especially Educational Consultants) to reach their full potential.
• Skill Development: Build your team's skills in consultative sales, customer service, and emotional intelligence.
• Culture Building: Foster a positive, motivated team environment where wins are celebrated and staff align with TOTAL’s vision.

Yêu cầu ứng viên

1. Education & Experience

• Education: Bachelor’s degree in Business Administration, Marketing, Educational Management, or a related field.
• Management Experience: Minimum of 2–3 years of experience in a management or team leader role, specifically within Sales, Customer Service, or Education Operations.
• Industry Experience: Proven track record in the education sector (language centers, schools, or ed-tech) is highly preferred. Experience in consultative sales (Educational Consulting) is a distinct advantage.

2. Skills & Competencies

• Sales Leadership: Demonstrated ability to set and achieve revenue/enrollment targets. Experience in managing sales pipelines, telesales protocols, and conversion rates.
• Customer Experience (CX) Mastery: A strong mindset for "Student & Customer Care," with the ability to handle high-level complaints and ensure a "Wow" experience.
• Team Coaching: Ability to train and mentor Educational Consultants (ECs) in sales scripts, objection handling, and emotional intelligence.
• Operational Acumen: Strong organizational skills to manage class scheduling and facility standards alongside sales duties.

3. Mindset & Culture Fit

• TOTAL WellBeing Alignment: A genuine passion for holistic education and alignment with the E.I.E.I.O. values (Empathy, Integrity, Excellence, Innovation, Ownership).
• Growth Mindset: A proactive attitude ("Ownership")—ready to solve problems and lead without waiting to be asked.
• Empathy: High emotional intelligence to connect with parents and support the emotional well-being of the staff.

4. Technical & Language Skills

• Language: Professional proficiency in Vietnamese. English proficiency (IELTS 6.0+ or equivalent) is required to communicate with foreign Academic Managers and teachers.
• Tech Proficiency: Competence in using CRM systems & Google Workspace for reporting and tracking performance.

Quyền lợi được hưởng

• Meaningful Work: A chance to shape the educational journey of students using a holistic, well-being-focused framework.
• Competitive Compensation: An above-market salary package reflective of your dual role as a manager and sales leader.
• Professional Growth: Opportunities to develop a strategic mindset by working closely with the Founder and CEO.
• Empowerment: A culture that encourages you to be "Lazy! Think out of the box" (Innovation) and "Be responsible and ready to lead" (Ownership).
• TOTAL WellBeing: Access to community events, retreats, and a work environment that genuinely cares about your physical, emotional, and professional health.