Destination Manager (US & Canada) at IDP Education Ltd

POSITION PURPOSE

• The Destination Manager is a key driver towards building long term, sustainable client partnerships through ongoing client engagement, focuses on delivering great customer experience to the IDP Partner institutions.
• This can be for multiple countries and/or the region.
• The role plays a significant part towards achieving IDP’s targeted growth in student placement volumes for the destination and reinforces IDP as a Global Leader in the student placement business through unparalleled service and support to our partners, network offices and students.

Key Responsibilities

Client Relations / Operations

• Effectively engage and manage individual client expectations by establishing strong and trusted relationships with key client contacts.
• Communicate regularly with key client contacts and proactively share key data relating to local market intelligence, country performance and trends.

Counsellor Training and Certification

• Create and deliver/communicate regular updates to country/regional counselling teams on clients. Ensure that in areas that impact operations (visa policies etc) the counsellors always have access to current and accurate information.
• Create and deliver comprehensive destination country training to counsellors to ensure that they are certified and appropriately skilled to counsel and convert students.
• Pay particular attention to developing counsellor skills in managing leads to convert them to the committed stage, destination application management and visa application processes for the relevant destination country.
• Create and deliver relevant training solutions to ensure counselors are well versed in these business-critical processes.
• Work closely with Country Director / Office Managers / Operation Managers and other internal stakeholders to undertake Training-Needs-Analysis and deliver knowledge-based training to all staff to meet the identified needs.

Application Management

• Act as Application Quality Assurance Lead for the destination country to ensure that all prepared applications meet the institution’s requirements.
• Create and establish a process to review applications and make any adjustments that are needed prior to submission to the institution.
• Support offices wherever required in the process, including follow-up with institutions.

Events

• Work in parallel to destination teams to drive and enable high levels of client participation at events to support successful event outcomes for students, clients and IDP. The events could be of varied formats (road shows, virtual, in office seminars etc)
• Work with local teams to plan, organise and execute events, with particular focus on being the conduit between IDP and key client contacts.
• Own and manage key event related activities such as (but not limited to):
• Ensure event proposals reach clients within appropriate timeframes.
• Rigorous follow up with clients to ensure high levels of participation.
• Update and manage participant lists.
• Coordinate all related logistical activities.
• Preparing & distribution of “Post Event Reports” to be shared with onshore destination teams & clients.
• Any other activities relevant to the successful running of the event

Sharing Best Practice

• Conduct ongoing calls / review session within country office teams to highlight achievements, opportunities, learning and updates.
• Undertake follow up activities are required if further information / sharing is required on a particular topic.
• Identify and leverage opportunities to increase cooperation, efficiency, and operational effectiveness between IDP’s student placement and IELTS operations.

Analytics and Reporting

• Use the C4C and OBI CRM system to track and report on destination country pipeline, hot and warm leads, applied student finalized applications.
• Reports showing client performance and trends to be shared with Offices and used to enhance performance and make any required adjustment to counselling operations.

Marketing and Business Development

• Work with onshore destination team towards building client support for the country/region and also engage with IDP onshore teams to plan and execute student placement events
• Work with Regional Digital Team to plan and implement marketing activities to generate and convert leads for assigned destination and key clients.
• Includes working with destination teams to generate application benefits, improvements in turnaround times, facilitate key client visits and other marketing initiatives that will build a competitive advantage for IDP with students.

What you'll bring to the team:

• A master's or bachelor's degree in education or a related field
• Years of Experience working in educational counselling/Admissions
• Strong analytical and reporting skills to help us make informed decisions
• Proven marketing and client management skills to help us grow our business
• Excellent relationship-building and relationship-management skills to keep our clients and partners happy
• Experience developing and delivering training materials to help us educate our staff
• A track record of success in business development to help us expand our reach
• Exceptional planning and organizing skills to keep us on track and meet our deadlines
• Stellar communication skills in all forms – oral, written, and nonverbal
• The ability to manage diverse stakeholders with different interests and keep everyone on the same page
• Sound judgment and the ability to make decisions that benefit our organization
• Strong strategic thinking skills to help us see the big picture
• Proficiency in Microsoft Office and CRM systems

What you'll get in return:

• The chance to make a real difference in the lives of our students.
• A supportive and collaborative team environment
• Opportunities to learn and grow in your career.
• Competitive compensation and benefits.