The Sales Executive is the front-line sales team member: greeting inquiries, converting leads into registrations, guiding parents through the registration process, and upselling additional services.
Key Responsibilities
Respond quickly and professionally to all inquiries (walk-ins, calls, WhatsApp, social media), per SOP: in-person within 2 minutes; digital within 1 hour during office hours.
Use friendly, clear language aligning with Elite's customer interaction standards (Section 7).
Capture lead information accurately in the ERP / CRM: name, contact, age of child, swimming experience, inquiry type.
Follow the lead-follow-up schedule: initial response, day-3 follow-up, day-7 final follow-up if no response.
Manage registration process: ensure paperwork (T&C, medical, liability) is completed, and collect payments, issuing correct receipts.
Coordinate with Admin to confirm class availability before confirming enrollment.
Promote additional programs logically: private lessons, adult swim, merchandise, ladies-only branch options, etc., in a value-driven, parent-centric way.
Handle minor complaints or concerns; escalate more serious ones to the Sales Supervisor following protocol.
Maintain and update CRM data daily: lead status (converted, lost, pending), payment status, follow-up notes.
Meet or exceed monthly sales targets, conversion goals, and upsell metrics set by the Sales Supervisor.
Attend regular sales team meetings, training, and coaching sessions.
Qualifications & Requirements
1-2 years of sales experience or customer service, preferably in education, recreation, or youth-focused business.
Strong communication and interpersonal skills.
Organized and detail-oriented: comfortable with CRMs / ERPs, maintaining accurate lead records.
Customer-centric mindset: respectful, empathetic, and patient, especially when dealing with parents.
Professional appearance, punctuality, and alignment with Elite's code of conduct.
Basic knowledge of swimming (or willingness to learn) is beneficial.
Ability to work well in a team and follow escalation procedures per internal structure.
Performance Indicators (KPIs)
Lead Conversion Rate
Number of New Enrollments Per Month
Upsell Rate
CRM Data Quality (accuracy, timeliness)
Parent / Customer Satisfaction Feedback
Attendance & Punctuality
Job Type: Full-time
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