Adelaide Campus: Student Experience Manager

EDU Holdings Limited; Adelaide; On-site; AUD 110,000 - 150,000; Full time

Job summary

EDU Holdings Limited seeks a Student Experience Manager for Adelaide Campus to lead the Student Experience Advisors and drive exceptional non-academic student support. You will work with the National Student Experience Manager to plan and monitor strategies spanning orientation to graduation.

You will partner with Student Engagement, Events and Facilities to deliver a seamless campus experience, ensuring compliance and continuous improvement across the student lifecycle.

Qualifications

• Diploma or higher; experience in Higher Education/Registered Training Organisation student services.
• 5+ years in a Higher Education or similar provider student services setting.
• At least 2 years of team management experience.
• Experience delivering services to international students under relevant national standards.
• Experience with databases/CRMs and Zendesk or similar contact-centre software.
• Strong communication, cross-cultural awareness and stakeholder engagement.

Responsibilities

• Lead a team of Student Experience Advisors across locations with a focus on service quality.
• Plan and monitor strategies to enhance the student journey from orientation to graduation.
• Collaborate with Student Engagement, Events and Facilities to support campus learning experiences.
• Oversee onboarding, orientation, mid-term activities and graduation events with the National Manager.
• Manage retention through proactive communication and problem resolution; investigate informal complaints.
• Ensure compliance with policies, audits with QA, and up-to-date knowledge of standards.

Skills

Leadership

Customer service

Team management

Stakeholder engagement

CRM Zendesk

Policy knowledge

Audits

Event planning

Cross-cultural awareness

Communication

Education

Diploma or higher

Higher Education Provider experience

Tools

Zendesk

Student Management Systems

PRISMS

Job description

EDU Holdings Limited seeks a Student Experience Manager for Adelaide Campus to lead the Student Experience Advisors and drive exceptional non-academic student support. You will work with the National Student Experience Manager to plan and monitor strategies spanning orientation to graduation.

You will partner with Student Engagement, Events and Facilities to deliver a seamless campus experience, ensuring compliance and continuous improvement across the student lifecycle.