Manager - Customer Relations

Aldar Academies; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading educational institution in Abu Dhabi is seeking a Customer Experience Manager to enhance student enrolment through effective management and customer service strategies. The ideal candidate will have substantial experience in marketing or customer experience, especially within the education sector. Join a dynamic team dedicated to delivering an exceptional experience for students, parents, and partners.

Qualifications

• Minimum 3 years of experience in a similar role.
• Experience in Customer Experience Management or Marketing required.
• Experience in the Education sector preferred.

Responsibilities

• Develop and implement sales and retention strategies.
• Ensure exceptional customer service across all schools.
• Partner with marketing to inform customer outreach initiatives.

Skills

Fluent English communication skills

Analytical skills

Project management skills

Interpersonal skills

Customer service orientation

Creative outlook

Education

Bachelor's degree in marketing, communications, or business operations

Job description

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

To provide professional leadership and management for the department in order to secure high quality teaching and learning, effective use of resources and improved standards of learning and achievement for all students.

Minimum Qualifications
Bachelor s degree in marketing, communications, business operations or any other relevant field is required.

• A minimum of 3 years of experience in a similar role in the region
• Marketing, Communications or Customer Experience Management experience is required.
• Experience in the Education sector is preferred

Job Specific Knowledge & Skills

• Fluent English communication skills, written and oral.
• Passion for Marketing
• Strong analytical and project management skills.
• Confident and dynamic personality.
• Strong creative outlook.
• Ability to work independently and on own initiative.
• Strong interpersonal skills to be able to work well in a multi-cultural environment.
• Fluency in Arabic is preferable

Main Duties:

• Collaborate with the Associate Director CX & Strategy to develop and implement sales and retention strategies that support student enrolment targets and enhance brand visibility
• Ensure the consistent delivery of exceptional customer service across all Aldar Education schools.
• Lead the resolution of escalated customer issues by leveraging deep product and service knowledge.
• Oversee the operations of the HQ Experience Hub and call center, optimizing performance to support enrolment growth and customer loyalty.
• Build and maintain strategic relationships with feeder nurseries, schools, and corporate partners to support enrolment objectives.
• Partner with Marketing & Enrolments teams to inform customer outreach initiatives and conduct market analysis to enhance CX strategies.
• Monitor and assess customer feedback and service performance metrics to identify improvement opportunities.
• Champion a customer-centric culture across the organization, ensuring that CX best practices are embedded in all touchpoints.

Managing the Customer Service Process:

• Oversight of the school based PREs, including their onboarding, regular management meetings and performance development
• In charge of the customer service in all schools including complaints management, branding, enquiry conversion.
• Enabling the FOH team to be customer-centric and provide an amazing experience and doing so by keeping them accountable and removing roadblocks.
• Deliver frequent training sessions to Parent Relations & Front of House team to ensure standardized approach to CX delivery and customer support
• Measuring and reporting to other stakeholders regarding the efforts and successes of the customer service department
• Ensure optimization of the CX experience across all touchpoints (digital, in school, HQ ) in partnership with the Head of CX.
• Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback.
• Providing insights from customer data to the marketing and sales departments to continue growing the organization and reducing churn.
• Develop SOPs, toolkits for customer service and complaints management and escalation.
• Oversight of the school based PREs, including their onboarding, regular management meetings and performance development
• In charge of the customer service in all schools including complaints management, branding, enquiry conversion.
• Enabling the FOH team to be customer-centric and provide an amazing experience and doing so by keeping them accountable and removing roadblocks.
• Deliver frequent training sessions to Parent Relations & Front of House team to ensure standardized approach to CX delivery and customer support
• Measuring and reporting to other stakeholders regarding the efforts and successes of the customer service department
• Ensure optimization of the CX experience across all touchpoints (digital, in school, HQ ) in partnership with the Head of CX.
• Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback.
• Providing insights from customer data to the marketing and sales departments to continue growing the organization and reducing churn.
• Develop SOPs, toolkits for customer service and complaints management and escalation
• Develop partnerships with key stakeholders (companies, organizations ) to increase school s visibility in the UAE market and other overseas locations as and where required.
• Attend educational roadshows and key events to drive awareness and lead generation in UAE and other overseas locations as and where required.
• Develop the pipeline for new business coming into the community to ensure enrolment at Aldar Education.
• Organize, implement, and perform all levels of prospecting, proposal development and presentation, contract agreement details, and customer relations follow up in a team environment as a direct representative of ALDAR.
• Undertake regular surveys of new parent views on enrolment process and other subjects of relevance. Collate responses and produce analysis with recommendations.
• Coordinate promotional events targeting new parents and corporate companies to promote Aldar Education.
• Develop and maintain strong partnerships with feeder nurseries and schools, both within and outside of the Aldar network
• Other responsibilities as reasonable expected

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