Admissions and Parent Experience Manager

Admissions and Parent Experience Manager

Purpose

The Admissions and Parent Experience Manager is responsible for overseeing the admissions lifecycle from initial inquiry through to enrolment, whilst fostering strong and positive relationships with prospective and existing families to guarantee their satisfaction and retention. The position requires a proactive, empathetic, and strategic individual, adept at articulating the school's ethos and offerings, actively listening, and addressing the needs and concerns of parents with a focus on delivering unparalleled customer service.

Key Responsibilities:

1. Spearhead initiatives aimed at elevating parent satisfaction, driving engagement, and delivering an outstanding parent journey.
2. Promote a customer-first mindset, ensuring the delivery of exceptional parent and student experiences by integrating feedback into ongoing enhancements.
3. Lead and manage the front-of-house reception team, setting high standards for customer service.
4. Cultivate a vibrant school community through the organization of events that encourage family involvement.
5. Lead the Admissions and Parent Experience team to deliver a seamless and efficient application process for prospective families.
6. Support the design and implementation of processes, procedures, and communication matrices.
7. Oversee the withdrawal process, ensuring it is handled with sensitivity and providing exit interviews.
8. Support the Regional Head of Admissions with the analysis of admissions activities and reporting on retention KPIs.
9. Coordinate recruitment activities, including open houses and assessment days.
10. Collaborate with senior leadership to conduct student assessments and manage the admissions pipeline efficiently.
11. Execute and refine retention strategies, analysing feedback and performance data.
12. Engage in proactive relationship-building with families to support retention and community engagement.
13. Collaborate with cross-functional teams to develop and implement initiatives to enhance the overall student and family experience.
14. Ensure accurate tracking and management of prospective student data using CRM and ISAMS systems.
15. Oversee the onboarding process for new students, ensuring a smooth transition into the school community.

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.

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.