Stryx Sports provides unique sports programmes for schools, sports academies and holiday camps; focusing on quality training with excellent customer service. As we expand, we're looking for a dynamic Operations Team Lead in School Support Department to join our team and help us achieve new heights. Job Summary: Reporting to the Head of Schools Support, the Operations Lead supervises After-school Programs and Camps by taking ownership of all client-relation and operational aspects. The Operations Lead serves as a liaison between Stryx Management, Operations Coordinators & Camp; Administrative staff, Technical Team and clients. The role requires a considerable amount of experience in customer service, and the ability to maintain and grow the business with existing and new clients and ensure the smooth running of the programmes according to our high standards of quality and customer service. Job Detailed Tasks Description: Supervises the day-to-day operations of the Stryx After-school Activities and Camps Evaluates the overall performance of the ASA and Camps on a regular basis and contributes towards quality improvement and/or makes relevant suggestions for improvement. Analyzes customer feedback and develops new techniques to ensure customer retention. Ensures to work towards meeting KPI targets set by the Management. Ensures schools/providers are satisfied with the classes/customer service offered/delivered. Contributes to regular customer surveys, ensuring client/customer feedback is recorded and expectations are met. Handling class cancellations and other scheduling issues and communicating it to the necessary parties. Ensures payments are received/tracked in accordance with deadlines. Prepares regular reports on activities and revenue for each venue. Strives to maintain proper lines of communication with Operations team, Coaching staff, Stryx Management as well as parents at all times to ensure smooth operations. Independently builds and manages strong and lasting relationships with clients. Deals with clients on daily basis over the phone, by email and face to face at training locations and ensures their enquiries are responded and expectations are met Arranges and attends personal meetings with parents to address any concerns, complaints, questions, whenever necessary. Maintains continuous communication with existing business clients (e.g. schools, providers) Ensures Stryxs policies are adhered to when staff members interact with clients/parents at the locations Operations Team are taking attendance, managing payments and refunds are being handled professionally. Handling parents complaints and ensure they are resolved in a professional way and follow up after to ensure a high customer satisfaction. Ensures the team maintains and manages relations with clients effectively and professionally. Work on Camps schedules, coaches allocations and members recruitment Monitors the usage of web-based company CRM system (Classcard) making sure it is kept up to date and managed properly by the Operations team. Oversees Freshsales web platform and ensures all ASA, Camps related leads are managed properly and that the team uses sales techniques to convert them into clients. Participates in Stryx extra events, whenever necessary. Collaborates with team members on any ongoing projects, if requested by the management. Carries out other appropriate general office duties as assigned by the management. Provides input to Marketing Department on marketing and promotional materials, campaigns, events, website content related to ASA and Camps. Job Requirements: Excellent organisational skills. High standards of customer service. Basic accounting knowledge. Good computer skills (Microsoft Excel, Word, Google Sheets, Salesforce) Presentable with friendly demeanours, open and approachable. Positive outlook. Proactive and interested in growing within the business and helping the company grow Professional and very punctual Excellent teamwork and communication skills Sports background preferred Job Type: Full-time Application Question(s):

• This role requires a lot of self organisation and ability to quickly adapt to changing demands and priorities. Are you willing to work in a busy environment?
• To ensure we align on compensation package, please share your salary expectations for the role

Expected Start Date: 18/08/2024