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

About EDU

EDU is an ASX-listed provider of tertiary education, specialising in Health and Community Services. We foster meaningful careers through high-quality education across our campuses in Sydney, Melbourne, Brisbane and Adelaide:

Australian Learning Group (ALG): VET provider for international students. Learn more about ALG.

Ikon Institute of Australia (Ikon): HE provider for domestic and international students. Learn more about Ikon.

About The Role

The Student Experience Manager leads a team of Student Experience Advisors at their respective location, ensuring exceptional customer service and non-academic support for both commencing and existing students.

This pivotal role works closely with the National Student Experience Manager to plan, implement, and monitor strategies that enhance the student journey—from orientation to graduation.

Additionally, the Student Experience Manager collaborates with Student Engagement and Events, as well as Facilities teams, to provide a seamless and enriching campus and learning experience for all students.

This position is a fixed-term, 12-month opportunity based out of our Adelaide Campus.

Key Responsibilities

Student Experience / Customer Service

• Provide leadership, guidance, and support to the Student Experience Advisors in delivering exceptional student service both in-person and via CRM (Zendesk).
• Offer accurate, timely advice on the administrative aspects of students' studies through multiple support channels.
• Continuously improve student experience throughout the full student lifecycle via regular feedback and satisfaction surveys.
• Collaborate with stakeholders to ensure effective and compliant delivery of student support services.
• Lead student engagement initiatives and events, including orientation, mid-term activities, and graduation, in partnership with the National Student Engagement and Events Manager.
• Strengthen student retention through excellent customer service, proactive communication, and course withdrawal assessments to find solutions for students.
• Manage and investigate informal complaints, identifying root causes and opportunities for continuous improvement.
• Maintain expert knowledge of policies and procedures to align student experience practices with regulatory and institutional standards.
• Conduct internal audits in collaboration with the Quality Assurance Team, ensuring compliance with student experience policies.
• Create a welcoming and supportive environment, resolving informal complaints locally to minimize escalation.

Campus Support

• Collaborate with Facilities team on campus needs to assist in maintaining a conducive and quality learning experience.
• Fulfil and/or have the team fulfil fire warden and first aid duties on campus.
• Plan and coordinate creation of a roster for opening and closing, campus reception and support for onsite events.
• Collaborate with the IT team to ensure classrooms are configured for their intended use.
• Ensure the students’ kitchen, bathrooms and common area are clean and free of hazards.

Team Management

• Select, lead and manage the student experience team nationally and offshore.
• Conduct annual performance reviews and set clear objectives for all team members that report directly to you.
• Maintain compliance with all People and Culture processes ensuring engagement and retention of team members.
• Ensure the KPIs for each team are being achieved e.g. service standard KPIs.

Education, Experience, And Skills

• Diploma or higher preferred.
• 5+ years of experience working in a Higher Education Provider and/or Registered Training Organisation student services setting.
• At least 2 years of team management experience in a similar role.
• Experience (or willingness to learn) providing student services to international students under the Higher Education Standards Framework (Threshold Standards) 2021, Standards for RTO’s 2015, and the National Code of Practice for Providers of Education and Training to Overseas Students 2018.
• Experience using and maintaining databases (eg. CRM’s, Student Management Systems, PRISMS).
• Experience with customer relationship management / contact centre software (eg. Zendesk).
• Outstanding influencing skills and the ability to defuse and turn around stressed, anxious students.
• Cross cultural awareness.
• Excellent written and oral communication.
• Excellent interpersonal skills with the ability to work autonomously and in a team.

Why Join us?

• A supportive team - When you work with us, you’re not just a team member—your part of a supportive community that lifts each other up, values every contribution, and thrives on mutual respect.
• Career progression - Here, you’ll find an environment where your ideas matter, your growth is prioritized, and you’re empowered to do your best work—because when we succeed, we do it together.
• A positive and fun work environment - Work should be more than just a job—it should be an experience you enjoy!
• Daily breakfast supplied - We believe that a positive and fun work environment starts with the little things, and what’s better than breakfast?
• Training and Development opportunities - Professional development allowance available to invest in your future & help you stay at the forefront of your field.
• Diversity & Inclusion - We celebrate diversity and are committed to reflecting Australian society to better serve our students. We encourage applications from Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, sexually and gender diverse people, and individuals of all ages.

Only applicants with the right to live and work in Australia will be considered.