Team and Performance Management

- Set clear, data-driven team goals aligned with student success and center performance targets.

- Provide ongoing training and coaching to develop and retain a high-performing Coaching Team.

- Ensure optimal Coach scheduling, attendance, and punctuality, maintaining high service levels.

- Monitor and enhance the Customer Experience (CX) team's performance by ensuring adherence to WSE policies, and fostering a high-performance culture.

- Enforce Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and accountability.

- Identify and actively share and implement best practices across the Customer Experience (CX) management team to drive continuous improvement.

Student Progress Management and Internal Revenue Contribution

- Ensure strict compliance to the student touch-points procedures by both the service team and the sales team.

- Track student progress through data and reporting tools.

- Foster a strong collaboration between the Service Team and Sales Team to achieve internal revenue targets through referrals and renewals.

- Ensure effective communication of the referral and renewal promotional programs to the students.

Class Management

- Leverage data-insights to analyze student demand and availability trends to optimize monthly class schedules, balancing teaching costs with student needs.

- Partner with the Center Head of Sales to design monthly Social Club that reinforce learning outcomes and increase student engagement.

- Convey teaching skills / profile preferences to the centralized teaching management teams.





- Have coaches proactively book student classes in alignment with good study habits and ensure class attendance while managing class efficiency.

Events Planning and Coordination

- Strategically plan center-level events at least one month in advance, following sales and marketing imperatives.

- Ensure the Coach team actively promotes and drive event attendance, engagement, and conversion of guests into students.

- Oversee seamless event execution, in coordination with the Sales teams to drive high engagement and current student enrollment

Study Environment and Service Quality Management

- Establish a clean and welcoming and student-centric environment that fosters motivation, engagement, and a sense of belonging, while enforcing center's rules and regulations.

- Ensure high service quality standards by training the team in customer service best practices and adherence to WSE complaints management procedures.

- Regularly assess student feedback and implement improvements to enhance learning experience.

Team Management Scope

- Direct reports: 1-8

- Indirect reports: 0

The above statements are a snapshot of the duties and responsibilities of the role and are not intended to be an exhaustive list.

Job Requirements

Experience and Education





- Minimum relevant experience: Minimum 6 years' experience in the service industry

- Minimum supervisor experience: 2 years' experience in leadership or supervisor role preferred

- Minimum academic requirement: Bachelor's Degree

- WSE level: WSE Level 14 required

Language Requirements

- Written language: Fluent Vietnamese and English

- Oral language: Fluent Vietnamese and English

Required Competencies

- Leadership &
- Team Management: Strong ability to motivate, coach, and develop a high-performing team while ensuring accountability and service excellence.

- Student Engagement &

- Customer Service: Skilled in enhancing student experience, managing feedback, and resolving concerns to drive retention and referrals.

- Operational Efficiency: Highly organized with strong problem-solving skills, ensuring smooth center operations, scheduling, and SOP adherence.

- Data-Driven Decision Making: Ability to analyze student progress, class efficiency, and service performance to optimize outcomes.

- Collaboration &

- Event Planning: Experience in coordinating events and working cross-functionally with Sales, Marketing, and Academic teams.

- Technical Proficiency: Comfortable with MS Office, CRM tools (HubSpot or similar), and digital learning platforms.

- Adaptability &

- Professionalism: Thrives in a fast-paced environment, embraces continuous learning, and maintains high integrity.

- Flexibility: Willing to work a rotational schedule, including weekends and evenings, with a strong sense of commitment

📌 Center Service Manager (Puducherry)
🏢 Wallstreet English
📍 Puducherry