Admissions and Parent Experience Manager

Cognita Schools; United Arab Emirates; On-site; AED 50,000 - 90,000; Full time

Job summary

Join a forward-thinking educational organization as an Admissions and Parent Experience Manager, where you will lead initiatives to enhance parent satisfaction and engagement. This role involves overseeing the admissions process, fostering relationships with families, and ensuring exceptional customer service. You will collaborate with various teams to create a vibrant school community and drive organic growth through strategic planning. If you are passionate about education and possess strong interpersonal skills, this is the perfect opportunity to make a meaningful impact in the lives of students and families.

Benefits

Professional Development Opportunities

Flexible Working Hours

Health Insurance

Paid Time Off

Employee Discounts

Retirement Plan

Wellness Programs

Qualifications

• 7+ years in admissions or customer service, preferably in education.
• Proven track record in meeting targets in customer-focused roles.

Responsibilities

• Oversee admissions lifecycle and ensure high parent satisfaction.
• Lead initiatives to enhance parent engagement and community involvement.

Skills

Interpersonal Skills

Communication Skills

Organizational Skills

CRM Proficiency

Time Management

Education

Bachelor's Degree in Business

Certifications in Customer Service

Tools

CRM Systems

Data Analysis Tools

Job description

Achieving more than you believed possible that is what constitutes a quality education. At Cognita it is what we strive for in our schools. We want it for our children, and we want it for the people who work for us.

Since Cognita's launch in 2004, we have built an international network of 100+ schools that serve some 80,000 pupils across twelve countries in the UK, Europe, Latin and North America, South East Asia, and the Middle East.

Cognita's international network of schools and regional offices, combined with our ongoing investment in the professional development of our people, means we can offer first-class career opportunities with a global dimension. If you want to take your career further, we want to support you in achieving that goal within Cognita.

Join Cognita Middle East as Admissions and Parent Experience Manager and you will have opportunities to challenge yourself and progress your career as a strategic commercial leader.

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:

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 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

The company reserves the right to interview and appoint strong candidates before the official closing date, and therefore we would encourage candidates to apply early in the process.

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.