Assistant Manager - Digital Engagement Centre

Assistant Manager - Digital Engagement Centre

Posted on: 24 May 2026

Division:
Higher Education (HE)

Department: Student Recruitment & Partnerships )

The Assistant Manager, Digital Engagement Centre is responsible for managing the team to drive Appointments and adhere to or increase the conversion rates of engagement for Taylor’s Higher Education. He/she is accountable for achieving the team sales target by delivering quality solutions to prospective students and parents via all relevant channels, digital or face‑to‑face.

• Responsible for Taylor’s Higher Education (New Local, Transfer, and Postgraduate) outbound and inbound digital engagement to all prospective students and parents and assist in enrolment‑related activities if needed.
• Accountable for managing the department’s operation in achieving the team's Appointment and Visitation Target and Growth by annual and cycle.
• Co‑develop digital engagement strategies with the Head and ope rationalise the business plans.

• Ensure that excellent customer service is always provided to new prospective students and parents through all relevant channels, digital or face‑to‑face.
• Ensure timely responses to all enrolment‑related requests by prospective students and parents through all relevant channels, digital or face‑to‑face.
• Expand best practices in engaging prospective students and parents via all relevant channels.
• Manage audit & quality assurance to assess team competency and execution quality.

• Optimize the outbound and inbound digital engagement by improving pipeline conversion, process efficiency, and the productivity of the team.
• Assist in the preparation of the meeting deck, or any business performance updates, relevant reports as and when requested/assigned by the Head.
• Manage the engagement of Student Ambassadors.

• Building and managing a high‑performance team in driving Appointments & Visitations by engaging prospects, understanding their needs, and delivering quality solutions to our clients’ higher education needs, via various channels (Phone, Whats App, social media, Live Chat, Email, Sleekflow) using integrated 21st Century CRM technology.
• Manage and cultivate a performance‑driven culture within the team through recruitment and coaching of potential talents in collaboration with Sales Trainer.
• Manage digital engagement roles and responsibilities with the team, and be able to come up with strategies and business plans, apply best practices to areas of improvement.
• Identify key performance indicators (KPIs) to measure the success of digital engagement initiatives.
• Monitor customer feedback and improve service quality.
• Ensure that all prospective students' information is accurately maintained and updated in Taylor’s CRM system.
• Coordinate meetings, staffing requirements, and staff briefings.
• Ensure clear and consistent communication within the Digital Engagement Center team/Head.
• Implement and monitor quality assurance processes to ensure consistency and effectiveness in digital engagement interactions.

• Degree in any field.

• At least 4 years of working experience, preferably in an educational institution.
• Internet, social media, and technology savvy. Preferably experience in utilizing and managing through CRM system.
• Familiarity with contact center technological solutions.
• Performance & result driven.
• Familiar with manpower planning & team resource management.
• Proficient in English, Bahasa Malaysia, and Mandarin (spoken and written) to effectively communicate with a diverse range of stakeholders and clients.

• Leadership skills.
• Planning, organising, and coordination skills.
• Creative thinking and problem‑solving skills.
• Effective stakeholder management.
• Good written and oral language proficiency.
• Good data analytical skills.
• Computer savvy.
• Familiar with Sales Tools, Internal Processes, TU & TC Entry Requirement (Malaysian Students), and Technological development and management.
• Proficient in English, Bahasa Malaysia, and/ or Mandarin.
• Knowledge and skills…