Parent Relationship Head

R3 Consultant; Hyderabad; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

R3 Consultant is seeking a seasoned Head of Parent Relationship Management in Hyderabad. The role leads regional teams, standardizes processes, and drives trust and a superior parent experience across campuses. It requires hands-on leadership, escalation handling, and robust stakeholder management to deliver consistent service quality.

You will oversee SOPs, SLAs, and reporting, while coaching Senior Managers and aligning cross-functional partners to improve processes and outcomes.

Qualifications

• 10–14 years of overall professional experience.
• 4–5+ years managing managers in a relationship-focused or stakeholder engagement function.
• Experience leading multi-location teams or regional managers.
• Ability to build or significantly improve customer relationship or stakeholder management processes.
• Strong ability to define and monitor KPIs, SLAs, and customer satisfaction metrics.

Responsibilities

• Develop and implement standard operating procedures and service-level agreements across regions.
• Lead, mentor, and manage regional Senior Managers with accountability for performance goals.
• Act as final escalation point for complex, sensitive parent concerns with timely resolution.
• Monitor parent satisfaction, trust levels, and NPS; drive initiatives to improve experience.
• Consolidate regional data into company-wide reports on parent satisfaction and service quality.
• Develop and manage parent communication and engagement calendars.

Skills

Leadership

Stakeholder management

Customer experience

Process improvement

KPIs & SLAs

Education

Graduate

MBA preferred

Job description

Job Description: Head Parent Relationship Management

Experience: 10–14 Years

Education: Graduate; MBA preferred

Employment Type: Full-Time

Reporting To: Senior Leadership

Job Overview

We are looking for an experienced and people-focused Head of Parent Relationship Management to lead the parent relationship function across multiple regions. The role involves building standardised processes, strengthening parent trust, managing regional leadership teams, and ensuring a consistent parent experience across campuses.

The ideal candidate will have strong leadership and stakeholder management skills, experience managing managers, and a proven ability to build and improve relationship management or customer experience processes. This role requires a hands‑on leader who can handle sensitive escalations, drive service quality, and present function‑level performance and insights to senior leadership.

Key Responsibilities

• Function Leadership: Develop and implement standard operating procedures, service-level agreements (SLAs), hiring standards, tracking mechanisms, and reporting processes across regions.
• People Management: Lead, mentor, and manage regional Senior Managers, ensuring accountability, consistent people practices, and achievement of performance goals.
• Escalation Management: Act as the final escalation point for complex, sensitive, and reputation‑critical parent concerns, ensuring timely and effective resolution.
• Parent Experience & Trust: Monitor parent satisfaction, trust levels, and Net Promoter Score (NPS), and implement initiatives to improve the overall parent experience.
• Reporting & Analytics: Consolidate regional performance data into company‑wide reports covering parent satisfaction, escalations, service quality, and overall function health.
• Parent Engagement & Education: Develop and manage parent communication and engagement calendars, including newsletters, programme updates, and career awareness initiatives.
• Cross‑Functional Collaboration: Work closely with academic/programme operations, institutional partnerships, student relationship teams, and campus administration to resolve concerns and improve service delivery.
• Process Compliance: Ensure consistent adoption of service standards, tracking systems, and parent‑to‑relationship‑manager mapping policies across locations.
• Continuous Improvement: Identify gaps in existing processes, build scalable solutions, and improve operational efficiency and stakeholder satisfaction.

Required Qualifications & Experience

• 10–14 years of overall professional experience, including 4–5+ years of experience managing managers in a relationship‑focused, customer‑facing, or stakeholder engagement function.
• Proven experience leading multi‑location teams, regional managers, or team leaders.
• Demonstrated ability to build or significantly improve customer relationship, customer experience, or stakeholder management processes.
• Strong experience handling sensitive escalations and resolving complex stakeholder concerns.
• Ability to define and monitor KPIs, SLAs, customer satisfaction metrics, and operational performance.
• Excellent communication, leadership, decision‑making, and stakeholder management skills.
• Strong analytical skills with the ability to translate performance data into actionable improvements.
• A hands‑on leadership approach with the ability to personally intervene in critical cases when required.

Good to Have

• Experience in higher education, education technology, or parent/student relationship management.
• Background in customer success, customer experience, guest relations, relationship management, or stakeholder engagement.
• Experience establishing consistent service and relationship management standards across multiple locations.
• Experience managing trust, satisfaction, or expectation‑management initiatives across distributed teams.

Key Performance Indicators (KPIs)

• Overall parent satisfaction and NPS across regions.
• Turnaround time for escalated parent concerns.
• Compliance with parent-to-relationship-manager mapping ratios.
• Performance and target achievement of regional Senior Managers.
• Parent engagement and participation in communication and education initiatives.
• Adoption and consistency of standard operating procedures and service‑level agreements.

Ideal Candidate Profile

We are looking for a proactive, accountable, and empathetic leader who can build strong stakeholder relationships, develop high‑performing teams, and establish scalable relationship management processes. The successful candidate should be comfortable balancing strategic leadership with hands‑on problem‑solving while maintaining high standards of trust, service quality, and operational consistency.