Associate Manager

7 months ago

Johannesburg, South Africa AICPA Full time

**About the Role**:
Responsible for onboarding’, managing, developing and motivating our Member Engagement Advisors (MEA), Responsible for positive engagement with our members and for the performance of our Member Engagement Advisors. You will also drive commercial performance, member experience and achieving a sales target. The role continually finds ways to support staff engagement, increase membership, improve member experience, encourage members/students to re-register, drive product sales. You will be reporting to Associate Director - GEC.

**You Will**:

- Create a motivational environment that drives employee engagement and motivates the team by conveying the value they bring to the Association and encouraging a stakeholder mindset in all work.
- Use quality scores, member feedback, individual sales performance and productivity targets to identify training opportunities for the MEA and provide real time feedback and coaching.
- Responsible for selecting MEAs that have the right skills and knowledge to deliver an excellent member experience and ensuring they receive all necessary training.
- Responsible for proactively ensuring there is adequate resource to effectively plan, manage and assign work for the different campaigns while remaining agile in response to unexpected/planned increases in customer contact via any one work channel.
- Use an anyalytical approach to prioritizing where the team can contribute the most to the organization’s strategic iniativies.
- Actively plan and manage campaigns to drive continuous improvement and create new revenue opportunities, stop students and members lapsing and improve the student and member experience.
- Work closely with all partner teams, provide updates on changes to processes/procedures and represent the Global Engagement Center at marketing meetings to coordinate tactics and drive improvements.
- Responsible for managing our Member Engagement Advisors (up to 12 members)

**You Have**:

- 4-6 years of related experience including
- 3 years working in a customer service role, including people responsibility
- Strong sales experience with experience achieving results
- Excellent knowledge of call center technology

**How We Support You**:
We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options in and out of the workplace, including healthcare, retirement, paid time-off, parental leave, an employee assistance program. We provide resources that support your mental health, and evolve our offerings to meet your needs. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognize that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

**About Us**:
At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

Learn more about The Association on LinkedIn and our Career Site.

LI-Remote #GreatPlacetoWork

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
- This role is not intended to be based _and/or_ filled in NYC and therefore the salary is not published. If you are an NYC resident and wish to be considered for this opportunity, please reach out to the recruiter listed on the posting and they will be happy to provide you any further information._

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