Head of Parent Experience & Admissions

The British School of Kuwait; Kuwait City; On-site; KWD 9,300 - 14,000; Full time

Job summary

The British School of Kuwait seeks a Parent Experience Lead to guide the family journey from first enquiry through enrolment and into the first year. You will own admissions quality assurance, compliance, and post‑registration retention while advising on process design and optimisation.

You will lead a cross‑trained team of Parent Experience Specialists, manage escalations, and handle high‑complexity cases with safeguarding and finance teams as needed.

Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.
• Significant experience in school admissions, registration, customer service, or client relationship management, including handling escalations and complex cases.
• Experience leading, training, or supervising a team.
• Experience designing or improving processes and setting and monitoring service standards.
• Working knowledge of SIMS or comparable school data system and MoE admissions requirements in Kuwait.
• Experience using CRM or admissions systems and reporting on pipeline, conversion or retention data (desirable).
• Experience in an international or British curriculum school (desirable).

Responsibilities

• Design, document and continuously improve the onboarding process across BSK and TSK, setting service standards and auditing the team’s work.
• Ensure admissions and registration meet Ministry of Education requirements and that data protection procedures are followed.
• Act as escalation point for the team and manage the most complex or sensitive cases, coordinating with safeguarding, finance, and school management as needed.
• Manage a caseload of families from enquiry to enrolment, including meetings, tours, and admissions events, alongside supervisory duties.
• Oversee the admissions pipeline, including offers, waiting lists, and placements, and plan for peak periods.
• Own post-registration satisfaction and retention through follow-ups and surveys, identifying families at risk and coordinating interventions.
• Lead, train and allocate a team of parent experience specialists across BSK and TSK.
• Report on conversion, retention, satisfaction and service standards; maintain accurate family records.
• Keep handbooks up to date and participate in admissions events and school functions.

Skills

Written communication

Customer service

Leadership

Process improvement

Data reporting

Team supervision

VIP client management

CRM systems

SIMS knowledge

Bilingual English/Arabic

Education

Bachelor's degree in Communications, Hospitality, Customer Service Management, Business Administration, or related field

Tools

SIMS

CRM systems

Job description

The British School of Kuwait seeks a Parent Experience Lead to guide the family journey from first enquiry through enrolment and into the first year. You will own admissions quality assurance, compliance, and post‑registration retention while advising on process design and optimisation.

You will lead a cross‑trained team of Parent Experience Specialists, manage escalations, and handle high‑complexity cases with safeguarding and finance teams as needed.