Admissions and Parent Experience Manager

British Mums; Dubai; Presencial; AED 300.000 - 420.000; Jornada completa

Descripción de la vacante

Cognita seeks an Admissions and Parent Experience Manager to lead the end-to-end admissions journey and champion a premium parent experience across its international schools. The role focuses on converting inquiries, engaging families, and delivering an emotionally resonant enrolment journey aligned with Cognita’s ethos.

The ideal candidate brings 7+ years in customer-facing leadership within premium environments, excellent CRM and data analysis skills, and a proven ability to drive retention

Formación

• Minimum of 7 years of experience in a customer-facing leadership role.
• Experience in premium/high-touch service environments is highly valued.
• Proven track record of meeting and exceeding targets in a customer-focused role.

Responsabilidades

• Lead the admissions journey from enquiry to enrolment with a high-quality parent experience.
• Oversee communications, events, and engagement to foster loyalty and advocacy.
• Collaborate with cross-functional teams to optimize processes and retention.

Conocimientos

Customer leadership

CRM systems

Data analysis

Interpersonal skills

Communication

Educación

Bachelor's degree

Herramientas

iSAMS

Descripción del empleo

Cognita is a global family of 86 schools across 20 countries, with more than 100,000 students, 22,000 colleagues, 14 curricula and 9 languages of instruction. Our strength lies in our diversity. There is no single model of a Cognita school because education is inherently local. When families choose a school, they are making a deeply personal and community-based decision, and our schools reflect this.

What unites them is a shared ambition to deliver consistently high-quality education, alongside an exceptional experience for students and parents. They define this clearly through group-wide standards that articulate what “great” looks like, while allowing schools the freedom to express their local identity.

As their group continues to grow, so does our Parent Experience team. They are seeking exceptional talent with a strong background in admissions, sales, and parent experience who are excited about being part of a dynamic and expanding premium education group.

They are looking for individuals who are passionate about delivering outstanding customer experiences, building strong relationships with prospective families, and contributing to the continued success and growth of our schools.

As Admissions and Parent Experience Manager you will have the opportunity to bring your passion for exceptional guest and customer experience into a rewarding new setting,helping to shape the journey of prospective and current families from their very first enquiry through to enrolment and beyond.

If you've built your career in hospitality – delivering five-star guest experiences, managing front-of-house teams, or creating memorable moments for clients and guests – this role offers an exciting opportunity to apply those same skills within an international schools environment, with genuine scope to grow as a strategic commercial leader.

The Admissions and Parent Experience Manager is responsible for leading the admissions journey, from enquiry to enrolment, while championing a high-quality parent experience that fosters engagement, loyalty, and advocacy. This role plays a key part in creating a seamless and emotionally resonant experience for prospective and current families, aligned with the school's ethos and values.

Working closely with the Central Cognita Hub team, this role is responsible for conversions, as well as parent engagement and communications, leveraging shared insights to continuously improve the process and experience. The role designs and delivers high-impact events and memorable moments that build emotional connections and long-term relationships with families.

The ideal candidate is a strategic and empathetic professional who listens actively, anticipates client/family needs, and collaborates across teams to deliver a personalised, consistent experience that inspires trust and advocacy — much like delivering an exceptional guest experience in a hospitality setting.

Key Responsibilities

• Lead initiatives aimed at elevating parent satisfaction, driving engagement, and delivering an outstanding parent journey.
• Promote a customer-first mindset, ensuring the delivery of exceptional parent and student experiences by integrating feedback into ongoing enhancements, and ensuring the school is presented in the best light to all visitors.
• Lead and manage the front-of-house reception team, setting high standards for customer service and ensuring all team members are fully trained, integrating feedback into continuous improvement efforts.
• Cultivate a vibrant school community through the organization of events that encourage family involvement and deepen connections within the school community.

Admissions Process Management

• Lead the Admissions and Parent Experience team to deliver a seamless and efficient application process for prospective families, maintaining robust conversion rates.
• Support the design and implementation of processes, procedures, and communication matrices (new joiner onboarding, withdrawal process, recruitment event calendar, re-registration communication calendar).
• Oversee the withdrawal process, ensuring it is handled with sensitivity and providing exit interviews to gather valuable feedback.

Organic Growth

• Support the Regional Head of Admissions with the analysis of admissions activities and reporting on retention KPIs, to develop strategies geared towards exceeding organic growth targets.
• Coordinate recruitment activities, including open houses, assessment days, and transition events to maximize prospective parent and student engagement.
• Collaborate with senior leadership to conduct student assessments and manage the admissions pipeline efficiently.

Retention

• Execute and refine retention strategies, analysing feedback, and performance data to inform continuous improvement (support VOP survey process).
• Engage in proactive relationship-building with families to support retention and community engagement. This includes monitoring social media groups and acting as a brand ambassador for the school via various digital and offline platforms.
• Collaborate with cross-functional teams (finance, operations, Heads of Section and teachers) to develop and implement initiatives to enhance the overall student and family experience.
• Crafting a seamless re-enrollment experience and coordinating with Academic teams on crucial transition events.

Operational Excellence

• Quality assurance of all parent communication, responsiveness (4-hour response times during the working week), quality (written and verbal language, structure, and attention to detail), and attitude (team warmth and enthusiasm).
• Ensure accurate tracking and management of prospective student data using CRM and iSAMS systems.
• Oversee the onboarding process for new students, ensuring a smooth transition into the school community.

Leadership and Development

• Lead and inspire the admissions and parent experience team to achieve shared objectives.
• Accountable for achieving enrolment targets and maintaining high levels of new joiner retention.
• Promote a collaborative culture within the team, encouraging communication, innovation, and shared achievements.

What they’re looking for

Educational Background

• Bachelor's degree in Business, Marketing, Communications, Hospitality Management, or a related field.
• Additional certifications or training in customer service, sales, guest relations, or relationship management are desirable.

Professional Experience

• Minimum of 7 years of experience in a customer-facing leadership role — admissions, hospitality, guest relations, or relationship management — preferably including experience in a premium or high-touch service environment.
• Proven track record of meeting and exceeding targets in a customer-focused role.
• Experience from luxury hotels, resorts, airlines, or premium client-facing industries is highly valued and transferable to this role.

Required Skills

• Exceptional interpersonal, communication, and presentation skills.
• Strong organizational and time-management abilities.
• Proficiency in CRM systems and data analysis tools.
• Ability to lead and inspire a team towards achieving common goals.
• Passionate about providing exceptional customer/guest service and contributing to the success of the educational journey.
• Empathetic listener, able to understand and address the needs and concerns of families.

Cognita is committed to safeguarding the welfare of children and young people and expects the same from its employees. All new staff will be subject to detailed and enhanced pre-employment clearance, including identity checks, criminal background checks for all countries lived in, qualification checks, employment checks to include an exploration of any gaps in employment, and satisfactory reference checks for all employment in the last 10 years.