Parent Experience Lead

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

Job description

Job Summary: The Parent Experience Lead leads the family journey across the schools, from first enquiry through enrolment and into the first year. They own quality assurance and compliance for admissions and parent retention, while advising on process design and optimisation. They lead a team of cross-trained Parent Experience Specialists and are their escalation point, while also managing the most complex and sensitive cases directly.

Key areas of responsibility

• Process design and quality assurance: Design, document and continuously improve the onboarding process across BSK and TSK, setting service standards and auditing the parent experience team’s work against them.
• Compliance: Ensure admissions and registration meet Ministry of Education requirements, that OFAC and other compliance checks are completed, and that family data is handled in line with data protection and safeguarding procedures.
• Escalations and complex cases: Act as the escalation point for parent experience specialists and personally manage the most complex or sensitive cases, such as VIP and corporate clients, late registrations, and policy exceptions, coordinating with safeguarding, finance, and school management as needed.
• Direct caseload: Manage a caseload of families from enquiry to enrolment, including meetings, tours, and admissions events, alongside supervisory duties.
• Admissions: Oversee the admissions pipeline across BSK and TSK, working with academic leadership teams and the Principal on offers, waiting lists, and placements, and planning for peak periods.
• Parent retention and satisfaction: Own post-registration satisfaction and retention through follow-ups, check-ins and surveys, identifying families at risk of leaving and coordinating interventions.
• Team leadership: Lead, train and flexibly allocate a team of cross-trained parent experience specialists across BSK and TSK, ensuring every onboarded family has a named point of contact.
• Data and reporting: Report regularly on conversion, retention, satisfaction and service standards, and ensure family records in the internal database and admissions systems are accurate.
• General: Keep handbooks up to date, attend school functions and admissions events, and carry out other related duties as required by the Head of MAC, Principal, and other school leadership

Skills

Person Specification: Qualifications and Experience:

• Bachelor's degree in Communications, Hospitality, Customer Service Management, Business Administration, or a related 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 a comparable school data system) and of Ministry of Education 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).

Skills and Attributes:

• Strong written communication skills (English and Arabic) with excellent attention to detail.
• Outstanding customer service, with the confidence to handle senior, VIP and corporate clients.
• Calm, sound judgement in sensitive situations, with strong discretion around confidential and safeguarding matters.
• Strong organisation and the ability to balance their own cases with leading a team.
• Analytical, using data and parent feedback to drive process improvements.
• Clear communicator who can coach others and build consistent standards across the school.
• Puts into practice the key competencies of behaviour management, communication, understanding of the business, results focus, customer service, personal effectiveness, leadership, and teamwork.