Customer Service Jobs

Together, Cognita schools provide a uniquely global education that goes beyond grades, developing academic excellence alongside adaptability, agency, and the positive attitudes that prepare young people to grow, thrive, and find success in a rapidly evolving world.

Cognita Middle East has 14 schools within its portfolio, including: RGS Guildford Dubai, Repton Dubai, Repton Al Barsha and Repton Abu Dhabi, Horizon English School, Horizon International School, Ranches Primary School and Al Ain English Speaking School in the UAE, Dasman Bilingual School in Kuwait, Downe House Riyadh and King’s College Riyadh in Saudi Arabia, Downe House Muscat and Cheltenham Muscat in Oman, and King’s College Doha in Qatar

We are seeking an experienced and strategic Admissions and Parent Experience Manager to lead the admissions lifecycle and parent engagement experience at King’s College Riyadh Sedra. This pivotal role oversees the full journey from initial enquiry through to enrolment, whilst fostering strong and positive relationships with prospective and existing families to guarantee their satisfaction and retention.

The Admissions and Parent Experience Manager is responsible for overseeing the admissions lifecycle from initial enquiry through to enrolment, whilst fostering strong and positive relationships with prospective and existing families to guarantee their satisfaction and retention. The role requires a proactive, empathetic, and strategic individual who can articulate the school’s ethos and offerings, actively listen, and address the needs and concerns of parents with a strong focus on delivering unparalleled customer service.

• Lead the setup and execution of all parent-facing operations and communications for the successful launch of the school.
• Build a strong relationship with the Partner Community/ Developer and design, implement and launch communications, community events and promotions together with the support of Cognita Middle East’s Marketing Centre of Excellence.
• Establish and operationalise the parent experience suite, ensuring a welcoming, informative, and high-impact environment.
• Design and implement the end-to-end parent journey in close collaboration with the Cognita Middle East Head of Experience and the King’s College Riyadh School Leadership Team, ensuring alignment with Cognita’s Customer Experience standards and the school’s values.
• Develop and manage timelines, resources, and delivery of recruitment, onboarding, and transition touchpoints for prospective and new families.

• Lead the creation and deployment of all parent-facing marketing and admissions communications, ensuring brand consistency in alignment with Cognita and King’s College Riyadh Brand Guidelines.
• Oversee the development of promotional materials and digital assets, collaborating with central marketing teams and external vendors as needed.
• Drive proactive, timely, and high-quality communications across all stages of the admissions journey—including inquiry, application, assessment, offer, onboarding, and re-enrolment.

• Spearhead initiatives aimed at elevating parent satisfaction, driving engagement, and delivering an outstanding parent journey.
• Promote a customer-first mindset, ensuring the delivery of exceptional parent and student experiences by integrating feedback into ongoing enhancements, and ensuring the school is presented in the best light to all visitors.
• Lead and manage the front-of-house reception team, setting high standards for customer service and ensuring all team members are fully trained, integrating feedback into continuous improvement efforts.
• Cultivate a vibrant school community through the organization of events that encourage family involvement and deepening connections within the school community.

• Lead the King’s College Riyadh Reception and Parent Experience team to deliver a seamless and efficient application process for prospective families, maintaining robust conversion rates.
• Collaborate with Cognita’s Central Admissions Relations Office to ensure a seamless enrolment journey from enquiry to enrolment, in alignment with Cognita’s Admissions SLAs.
• Support the design and implementation of processes, procedures, and communication matrices (new joiner onboarding, withdrawal process, recruitment event calendar, re-registration communication calendar).

• Support the Principal and Regional Head of Parent Experience with the analysis of admissions activities and reporting of KPIs, to develop strategies geared towards exceeding growth targets.
• Coordinate enrolment activities in the parent experience suite and externally, including coffee mornings, open houses, community events, assessment days and other events to maximize prospective parent engagement.
• Collaborate with senior leadership to conduct student assessments and manage the admissions pipeline efficiently.

• Engage in proactive relationship-building with families to support retention and community engagement. This includes monitoring social media groups and acting as a brand ambassador for the school via various digital and offline platforms.
• Collaborate with cross-functional teams (finance, operations, Heads of Section and teachers) to develop and implement initiatives to enhance the overall student and family experience.
• Crafting a seamless re-enrolment experience and coordinating with Academic teams on crucial transition events.

• Quality assurance of all parent communication, ensuring alignment with King’s College values and brand guidelines.
• Ensure parent experience & front of house responsiveness (4-hour response times during the working week), quality (written and verbal language, structure, and attention to detail), and attitude (team warmth and enthusiasm).
• Ensure accurate tracking and management of prospective student data using CRM and ISAMS systems. Ensure data quality and maintenance in CRM and MIS at all times.
• Oversee the onboarding process for new students, ensuring a smooth transition into the school community.

• Lead and inspire the admissions and parent experience team to achieve shared objectives.
• Accountable for achieving enrolment targets and maintaining high levels of new joiner retention.
• Promote a collaborative culture within the team, encouraging communication, innovation, and shared achievements.

• Bachelor’s degree in business, Marketing, Communications, or a related field.
• Additional certifications or training in customer service, sales, or relationship management are desirable.

• Minimum of 7 years of experience in customer service, hospitality, or relationship management.
• Proven track record of meeting and exceeding sales targets in a customer-focused role.

• Exceptional interpersonal, communication, and presentation skills.
• Strong organizational and time-management abilities.
• Proficiency in CRM systems and data analysis tools.
• Ability to lead and inspire a team toward achieving common goals.
• Arabic language skills are desirable but not essential.

• Passionate about providing exceptional customer service and contributing to the success of the educational journey.
• Empathetic listener, able to understand and address the needs and concerns of families.

If you are driven by challenge and aspire to make a lasting impact, we invite you to apply and be a key player in shaping the future of the King’s College Riyadh and Cognita schools.

Cognita is committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers, and other third parties to share this commitment. Safer recruitment practices and pre-employment background checks will be undertaken before any appointment is confirmed.