The Team Lead, Marketing and Customer Service, CPD is responsible for the marketing and sales of CPD programs and post-program on demand products, and the customer service functions supporting the sales and delivery of our programs and products through our e-commerce platform. The Marketing and Customer Service Team Lead works closely with the CPD Counsel, Systems, and Coordination teams to ensure that our programs and products reach their target market and our sales objectives are met. They are responsible for the timely and accurate reporting and analysis of the results of these activities.
Client / Customer Service Planning - Marketing
Client / Customer Service Delivery - Customer Service
Performance Goals, Targets and Standards
Relationship and Alliance Building
The requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).
Communication and Interpersonal Skills
The requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a non-threatening and constructive way.
The requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.
The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.
Problem Solving and Judgement
The requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.
Technical Competence / Professional Knowledge
The requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.
The requirement to work towards and embrace change in the workplace.
The requirement to behave with integrity, credibility and honesty when dealing with others, as well as the requirement to grow and develop employee capabilities.