What this role is responsible for:
As a People Leader (Regional Team Leader or Team Leader) for the Strategy Team, you will be directly managing Strategists as well as student outcomes in Indonesia, Thailand, and Vietnam. You will support your team to ensure outstanding client experience, successful delivery of Crimson services, and achievement of student goals. You will work closely with local sales, marketing, and student success teams to ensure a smooth transition from Sales to Service and cater to local needs.
What your work entails:
Monitor team performance to ensure excellent service quality and results
- Make sure that your team is on track to hit all of their KPIs
- Providing ongoing coaching through 1:1s and pod meetings
- Maintain and share expert application-specific knowledge and cultural understanding for your designated region/country
- Consistently share feedback and lead performance reviews
Recruit and grow a team of talented Strategists
- Keep an eye on team capacity and communicate hiring needs
- Conduct technical interviews as part of the hiring process
- Be active in the onboarding process so that any new team member is set up for success
- Discuss and help execute career growth plans - essentially, be a Strategist for your Strategist!
Work with your team and stakeholders to maximize the student experience.
- Have a vision of the student journey for students in your region/country, balancing our global model with local needs.
- Collaborate with local sales & service team members to assess and execute unique needs.
- Know the ins and outs of your team and region/country to provide accurate feedback as well as roll out initiatives with the right change management approach.
- Work closely with your team and local stakeholders to hit service- and revenue-based goals.
Operations management
- Be the face and first point-of-contact of Strategy in your region/country
- Pre-allocate, allocate, and re-allocate students to members of your team
- Proactively collaborate with other service teams and the sales team to resolve any complaints or roadblocks to successful delivery
What success looks like:
- Your team hits all of their KPIs and you hit region/country goals for NPS, referral revenue, and refund rate
- You are a spokesperson for your team - you know your team and provide feedback on new programs and policies so that concerns are dealt with prior to the official rollout.
- Strategists in your team are engaged - there’s little turnover, and we see active career growth.
- Performance feedback is consistently shared and discussed regularly with your team.
- You are an excellent communicator and collaborator with your local stakeholders.
- Escalations are addressed & managed in a timely manner
- Local needs are addressed and executed upon
