Customer Education Manager - Albury / Wodonga

POSITION SUMMARY


The role of the Customer Education Manager (CEM) is to actively engage Employer clients and Employer customers to generate sales opportunities for the respective businesses Their fundamental purpose is to deliver onsite sales and education activities Typically these activities will include group presentations one on one consultation and promotion activities in the client workplace The CEM actively engages with the key contacts as part of the relationship management process in order to facilitate recurring onsite activity The CEM communicates customer service standards for the operation and in most instances is the employee group s first experience of Maxxia It is their role to maintain customer feedback build relationships and anticipate customer needs
KEY CONTACTS Internal Marketing team Implementation team Sales and service team Education coordination team External Employer Clients Employer Customers Industry parties Business suppliers Version 1 0 Date Jun 15





KEY RESPONSIBILITIES


Sales and Education Implement and execute the agreed sales and marketing communication plans for the product offering which may occur through multiple channels for each employer client and customer Maximise employee interest through focused and well executed sales and education activities and consultations Meet and exceed set sales targets through quality lead generation and direct sales activity across the full product offering Proactively engage with internal stakeholders industry parties and business suppliers as required to deliver required sales outcomes Submit detailed accurate and timely activity reports in accordance with set requirements Adhere to all internal and external compliance requirements Relationship Management Actively engage with client site contacts to ensure recurring quality onsite sales activity Proactively collect marketing and client related business intelligence to assist the business in further adding value to the Employer (Client and Customer) experience Participate in the Relationship Management process to continue to retain Employer clients and to generate increased sales access Customer Service Focus Advocates on customers behalf by communicating Employer Client and Customer feedback and information to relevant internal stakeholders to ensure optimal level of service is provided Gains the audiences attention by positioning their message to the audience s needs characteristics or expectations Provides responsive and prompt service to Employer Client and Customers Continuous Improvement Actively participate in learning and development opportunities to enhance technical and product knowledge and sales skills to aid success Monitor and report on competitive activity in designated territory Drive initiatives and constantly seek business improvements within the function to enhance customer service delivery Team Focus The CEM works closely and openly with the Education Coordination Team Marketing coordination Relationship Managers State Managers and other Stakeholders to ensure that the state based sales and lead generation plans are executed professionally









POSITION CRITERIA


Capabilities & Demonstrated capability to engage customers from various Behaviours backgrounds and levels Ability to translate complex product knowledge and concepts into easily understood concepts Proven ability to deliver charismatic and energetic presentations which engage the customer High level of time management skills to effectively manage schedules and appointments Commitment to driving initiatives aimed towards improving the customers experience Ability to work effectively as part of a larger team whilst showing a mature and motivated desire to achieve results autonomously in the field Knowledge & Essential Experience Proven track record of highly developed Business Development and or Account Management experience managing a portfolio of accounts in a sales focused environment Conversely of equal weighting a proven track record in marketing or education roles will be highly regarded Track record of achieving targets and high levels of customer satisfaction Knowledge and experience managing workflows via databases (CRM) and intermediate PC knowledge generally Experience in contributing to development of sales strategies and plans Desirable Knowledge of the finance taxation and or salary packaging industries is advantageous A proven track record of exceeding sales targets Qualifications Tertiary qualifications in Sales Marketing Commerce or other business related discipline preferred Evidence of related business or sales qualifications study or training OCCUPATIONAL HEALTH & SAFETY (OHS) The Company seeks to provide a safe and healthy workplace All employees have a duty of care to ensure a safe workplace in line with OHS legislations and regulation Employees are required to work within the Company s policies and procedures for OHS
TEAM AND LEADERSHIP BEHAVIOURS Customer We know that our success begins and ends with the way we serve and treat customers We will design and run Put yourself in the customer s our business as though we were the customer shoes Honesty integrity and courage We will always act with honesty towards one another and in our conduct of the business We will have the Face the brutal facts integrity and the courage to do the right thing raise issues to listen and face the brutal facts no matter what the circumstances Respect We will always treat each other with respect and as we would wish others to treat us All of us want the I ll do you no harm opportunity to contribute and learn in a safe and secure environment Team We will put the interests of MMS group ahead of our individual interests and those of our business units and Put the group before functions We understand that our interests are best yourself served by serving the overall interests of the group and in particular its staff customers and shareholders Ownership and urgency We will take ownership over even the most difficult tasks and situations We will not turn a blind eye We will I ll do it now ensure the right outcomes are achieved and approach our work with energy and a sense of urgency but not impatience Communication We will take responsibility for ensuring open and honest communication We believe oral communication builds No surprises Circle the relationships and creates clarity We will pick up the wagons phone rather than send each other emails We will punctually attend meetings Conflict We understand it is the amalgam of our skills as a team that will make us successful We will engage in conflicts of ideas to ensure the best decisions are made for our It s OK to disagree business We will not allow those conflicts to become personal