Destination Manager - Canada (Based in Lahore)

An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training. 

We are on a mission to build the world's leading platform and connected community to guide students along their journey to achieve their lifelong learning and career aspirations.

As a co-owner of IELTS, we deliver the English test that is trusted by more governments, universities and organisations than any other. We also operate English language teaching schools in South East Asia. 

We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives – not only of our customers, but their wider communities. 

By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success. 

POSITION PURPOSE

The Destination Manager is a key driver towards building long term, sustainable client partnerships through ongoing client engagement, focuses on delivering great customer experience to the IDP Partner institutions. This can be for multiple countries and/or the region.

The role plays a significant part towards achieving IDP’s targeted growth in student placement volumes for the destination and reinforces IDP as a Global Leader in the student placement business through unparalleled service and support to our partners, network offices and students.

 RESPONSIBILITIES 

Key Responsibility

Client Relations / Operations

Effectively engage and manage individual client expectations by establishing strong and trusted relationships with key client contacts.

Communicate regularly with key client contacts and proactively share key data relating to local market intelligence, country performance and trends.

Counsellor Training and Certification

Create and deliver / communicate regular updates to country/regional counselling teams on clients.  Ensure that in areas that impact operations (visa policies etc) the counsellors always have access to current and accurate information.

Create and deliver comprehensive destination country training to counsellors to ensure that they are certified and appropriately skilled to counsel and convert students.

Pay particular attention to developing counsellor skills in managing leads to convert them to committed stage, destination application management and visa application processes for the relevant destination country. Create and deliver relevant training solutions to ensure counsellors are well versed in these business-critical processes.

Work closely with Country Director / Office Managers / Operation Managers and other internal stakeholders to undertake Training-Needs-Analysis and deliver knowledge-based training to all staff to meet the identified needs.

Application Management

Act as Application Quality Assurance Lead for the destination country to ensure that all prepared applications meet the institution’s requirements.

Create and establish a process to review applications and make any adjustments that are needed prior to submission to the institution.

Support offices wherever required in the process, including follow up with institutions.

Events

Work in parallel to destination teams to drive and enable high levels of client participation at events to support successful event outcomes for students, clients and IDP. The events could be of varied formats (road shows, virtual, in office seminars etc)

Work with local teams to plan, organise and execute events, with particular focus on being the conduit between IDP and key client contacts.

Own and manage key event related activities such as (but not limited to):

1. Ensure event proposals reach clients within appropriate timeframes
2. Rigorous follow up with clients to ensure high levels of participation
3. Update and manage participant lists
4. Coordinate all related logistical activities
5. Preparing & distribution of “Post Event Reports” to be shared with onshore destination teams & clients.
6. Any other activities relevant to the successful running of the event

Sharing Best Practice

Conduct ongoing calls / review session within country office teams to highlight achievements, opportunities, learning and updates.

Undertake follow up activities are required if further information / sharing is required on a particular topic.

Identify and leverage opportunities to increase cooperation, efficiency, and operational effectiveness between IDP’s student placement and IELTS operations.

Analytics and Reporting

Use the C4C and OBI CRM system to track and report on destination country pipeline, hot and warm leads, applied student finalized applications.

Reports showing client performance and trends to be shared with Offices and used to enhance performance and make any required adjustment to counselling operations.

Marketing and Business Development

Work with onshore destination team towards building client support for the country/region and also engage with IDP onshore teams to plan and execute student placement events

Work with Regional Digital Team to plan and implement marketing activities to generate and convert leads for assigned destination and key clients.

Includes working with destination teams to generate application benefits, improvements in turnaround times, facilitate key client visits and other marketing initiatives that will build a competitive advantage for IDP with students.

WHAT WE'RE LOOKING FOR

PERSON SPECIFICATION

Essential requirements:

Educated to degree level or equivalent.

Demonstrated high level skills and experience in marketing and client management with a track record of success that indicates high level business acumen and an entrepreneurial approach.

Highly effective relationship building and relationship management skills.

Experienced in training material development and training delivery.

Demonstrated experience in building business development.

Experience within relevant destination country education sector.

Analytical and reporting skills – able to interpret and present data effectively.

Highly effective planning and organising, managing multiple competing priorities.

Excellent communication skills across all key methods – oral (including presentations), written and non-verbal.

Practical experience in managing diverse stakeholders – with diverse interests – to their satisfaction, but always keeping to the goal of the organisation.

Sound judgement and the ability to make decisions and act in the best interests of IDP.

Strategic aptitude and the ability to understand the big picture.

Willingness to learn and acquire new skills as well as knowledge.

Sound IT skills – Microsoft Office, CRM systems

Desirable requirements

Existing relevant key contacts

Experience of working with a CRM system