Admissions and Parent Experience Manager

Royal Grammar School Guildford Dubai; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

The Royal Grammar School Guildford Dubai is seeking an Admissions and Parent Experience Manager to lead the admissions journey from enquiry to enrolment. This role focuses on delivering a high-quality parent experience, building trust, and fostering advocacy across the school community.

Working with the Central Cognita Hub, you will drive conversions, coordinate events, manage CRM data, and supervise the admissions team to maintain excellent service and strong enrolment results.

Qualifications

• 7+ years of experience in admissions, customer service, or relationship management.
• Proven ability to meet targets in a customer-focused role.
• Strong communication and relationship-building capabilities.

Responsibilities

• Lead the Admissions and Parent Experience team to deliver a seamless application process for prospective families.
• Oversee onboarding, withdrawal processes, and communication calendars.
• Analyze admissions activity and report retention KPIs to drive organic growth.
• Organize events such as open houses, assessment days, and transition events to engage families.
• Maintain high standards of customer service and manage front-of-house operations.
• Collaborate with senior leadership to ensure a personalised parent experience across the school.

Skills

Interpersonal skills

Communication skills

Presentation skills

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Tools

CRM systems

Data analysis tools

Job description

The Royal Grammar School Guildford Dubai is looking to recruit an Admissions and Parent Experience Manager.

About Cognita

Cognita is a global leader in independent education. Founded in 2004, we are a growing community of 100+ schools in 16 countries - in Europe, North America, Latin America, Asia and the Middle East - serving more than 85,000 students. Each of our schools are proudly unique, however our collective purpose is to create an environment where everyone can, ‘Thrive in a rapidly evolving world’.

At Cognita, we know every student is unique. We nurture their distinct personalities and strengths. We support them academically, socially, and emotionally, wherever they are in the world, wherever they’re starting from. We protect what’s special about them, while offering them rich knowledge, opportunities, and best practices. And they get to be part of something bigger; ensuring they get an education that’s, quite literally, world class.

School Overview

Royal Grammar School Guildford Dubai is a leading British curriculum school delivering an exceptional educational experience in the UAE. As a super-premium school, we are committed to excellence across every aspect of school life, including the way we communicate with our parents, staff and wider community.

We are seeking a highly organised, proactive and detail-oriented Communications & Media Assistant to support the day-to-day management of the school’s internal and external communication platforms. This role is ideal for someone who thrives on organisation, digital systems management and who loves ensuring information is accurate, current and accessible.

Purpose

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, the manager 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 parent needs, and collaborates across teams to deliver a personalised, consistent experience that inspires trust and advocacy.

Key Responsibilities:

Customer Service Excellence:

• Spearhead 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 RGS Guildford Dubai 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-enrolment 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 we’re looking for:

Person Specifications:

Educational Background:

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

Professional Experience:

• Minimum of 7 years of experience in admissions, customer service, or relationship management, preferably in an educational setting.
• Proven track record of meeting and exceeding targets in a customer-focused 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.

Personal Traits:

• Passionate about providing exceptional customer 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 5 years.