EF - Vice President, Customer Experience

Synopsis:

Education First Franchise Operations Team is responsible for maintaining and growing our franchise network of 280 Kids & Teens schools that are located across China, Russia and Indonesia. You will join a team of dedicated professionals who are passionate about what they do. You will be responsible for the overall customer journey and relevant experience from sales to the post-service follow up delivered to customers parents within the schools network.

The role:

You will work directly under the President, EF Kids and Teens to determine the desired Customer Journey, identify the key touchpoints and provide the strategy to accomplish this ambition. You will be initiating projects covering sales, customer communication, quality assurance and staff support aspects of the business to deliver the best experience. You will be running the team responsible for projects initiation, roll-out and maintenance. You will also develop the materials and supporting trainings in our three working languages: Chinese, Russian and Bahasa Indonesia.

You have:

  • Bachelor degree in any field and a Masters in Business Administration or Bachelor's degree in Business, and a Masters degree in a related field.

  • At least 10 years professional experience working in a business where you have a strong record in service, operations or customer experience improvements

  • At least 5 years in a senior leadership role with 3 years of leading a Customer Experience team with a strong appreciation of NPS and service initiatives

  • Excellent project management skills

  • Have work experience in at least two of our markets

  • Fluent (C1) in English and proficient (B2 or above in at least 2 of the 3 working languages (Russian/ Chinese Mandarin/ Bahasa Indonesia)

You are:

  • Motivated by working in a challenging international and creative environment,

  • Strategic and visionary

  • Innovative and yet with a strong understanding of operational implications

  • Excellent project management skills and very driven

  • Highly attentive to the big picture but also the minor details

  • Passionate about kids and education

EF stands for "Education First". Founded in 1965 by entrepreneur Bertil Hult, EF is now the world’s largest private educational organization. With a mission to break down barriers in language, culture and geography, EF has helped over 15 million people to learn a new language, discover the world, or earn an academic degree. EF operates 400 schools and offices in over 50 countries with 34,000 employees. To date, "Education First" is more than our company name. It is our corporate passion.