Enrollment Manager

The Enrollment Advisor Team (EAT) would often be called “sales” in most organizations. However, at Williamsburg Learning, this team does much more. Enrollment Advisors help parents determine if one of the Williamsburg Family of Schools is right for them. Then, they continue the relationship with the customer as they register for classes, prepare for school, get started, progress through the school year, and ultimately consider returning the following year.

The Manager’s role is to ensure these customers receive outstanding support. This requires coaching, Management of this team also requires communication between departments and between team members. The manager is attuned to the needs of our current and potential customers and understands how to support them and our valued team members. In this role, the manager develops streamlined processes, hires and trains employees, analyzes metrics, maintains high customer satisfaction and retention, and maintains rapport with the customer service team.

Roles

The Enrollment Manager is a member of the Marketing Department and reports directly to the CMO.

1) Lead, Manage, Hold Accountable (LMA)

- Prepare and hold weekly EAT L10s to diagnose issues and pass on information

- Prepare and hold quarterly EAT meetings to set rocks and review progress from the previous quarter

- Attend Marketing and WAC weekly L10s and be accountable for weekly scorecard data for Advisor positions

- Hold quarterly conversations with each Enrollment Advisor

- Hold annual performance reviews for all Enrollment AdvisorsIn conjunction with the People Operations Director, oversee the hiring, training, and ongoing sales and service training of new team members

- Continually train EAT members on phone systems, social media, live chat, Hubspot, SIS, or Canvas.

- Manage team schedules and ensure shift coverage according to the Academic Calendar and during peak sales and service periods throughout the year.

- Maintain up-to-date Playbook/Handbook for all Enrollment Team Advisors

- Keep all systems up to date and manage subscriptions as necessary

- Backup support for the Customer Service Team Manager

- Encourage and assign quarterly sales training for team members

- Collaborate with advisors as needed to help them reach their enrollment goals

- Provide coaching feedback to advisorsPeriodically monitor calls for quality assurance

- Provide advisors with updated information regarding programs and offerings at all schools, and TPP’s 

2) Monitor the Consultations, Application Progression, and Onboarding Progress of New Families 

- Liaison between the enrollment team and other internal teams regarding new applicants

- Ensure customers are flowing through pipelines for WAC, LAU, WA, and all partnership schools

- Ensure all inbound emails are being answered by the team

- Monitor daily and weekly sales efforts of Enrollment Advisors

- Check for new applications and monitor their progress

- Maintain awareness of applications that have stalled or do not seem to be progressing and proactively bring this to the attention of the enrollment team

- Check the master roster daily for problem applications and offer support to the EAs

3) Supervise the Family Success Pipeline

- Periodically review new families in Hubspot to make sure the enrollment team is reaching out with resources and support

- Update all communications enrollment advisors use in the family success role as necessary. 

- Provide and keep updated the appropriate links, student success lab days and times

- Monitor daily and weekly sales efforts of Enrollment Advisors

4) Metrics Reporting and Process Refinement (Accountable for key metrics and Streamlining the sales processes and funnel)

- Brainstorm ways to streamline the enrollment process and sales funnel

- Create and update automated sales messages, snippets, templates, and short how-to video clips to be used in lead nurturing and enrollment opportunities

- Work with IT Director as needed on CRM pipeline metrics in Grow and/or CRM when necessary 

- Collaborate as needed with Marketing Director to help our schools reach student registration goals each semester

- Collaborate with members of the marketing team to ensure EAT is aware of changes, campaigns, and issues and that information is - current

- Share or escalate customer feedback to marketing, operations, and admin teams to enhance the user experience and improve the marketing processes.

- Communicate enrollment improvement ideas to the CMO

- Analyze weekly metrics reports from advisors 

5) High Level Enrollment Advisement

- Stay current on industry trends and techniques in marketing, enrollment, sales and customer service

- Second-tier of enrollment support, for families that have more complex issues or need escalation

- High-level enrollment consults as needed

Minimum Qualifications:

- 3-5 years of experience in a leadership or supervisory position

- Comprehensive understanding of marketing and sales concepts

- Strong written and verbal communication skills 

- Ability to manage many moving parts simultaneously

- Experience using CRM, such as Salesforce, Hubspot, Infusionsoft

Preferred Qualifications:

- Bachelor of Arts degree in Sales and Marketing or higher education

- Certification in leadership or team management

- Certification in sales tools and techniques

- Business/Marketing experience

- Proficiency in Infusionsoft, Hubspot, or similar CRM software

- Previous work in K-5 school enrollment team or similar environment