Family Experience Director

People Profilers Pte Ltd; Singapore; On-site; SGD 60,000 - 120,000; Full time

Job summary

People Profilers Pte Ltd is seeking a Customer Experience Manager (International School) to lead how families experience the school—from enrolment to every year they stay. You’ll oversee family retention, community-building and parent feedback, manage a small team, and ensure families feel connected, heard and valued.

Reporting to school leadership, you’ll design programs, partner with the Parent Association, and collaborate with Admissions and Marketing to align campaigns.

Qualifications

• A degree or equivalent qualification.
• 5–7 years of experience in international schools or the education sector, hospitality or guest experience, marketing, particularly localised or community campaigns.
• Experience managing and developing staff.
• Strong communication and relationship-building skills, including the confidence to handle sensitive conversations with families.
• Comfort working with data to spot trends and drive improvements.

Responsibilities

• Own the annual re-enrolment cycle, including fee communication, contracts and invoicing.
• Monitor families who may be at risk of leaving and create a clear, documented plan of support.
• Lead conversations with withdrawing families and record their reasons.
• Design and run a community programme that builds genuine connection between families.
• Ensure every community event and transition touchpoint meets high standards.
• Run the parent volunteer and parent ambassador programmes across year groups and termly briefings.
• Partner with the Parent Association, and support alumni and alumni-parent engagement.
• Lead the parent feedback programme end to end, ensuring families see changes based on input.
• Analyse participation and retention data by year group to guide decisions.
• Support open houses, group tours and signature events for prospective families.
• Assist admissions team with other tasks as needed.
• Collaborate with Marketing to tailor community, referral and retention campaigns.
• Lead, coach and develop a team of Parent Relations Executives and model a school-first approach.

Skills

Communication

Relationship building

Team leadership

Data-driven improvements

Education

Bachelor's degree or equivalent

Job description

People Profilers Pte Ltd is seeking a Customer Experience Manager (International School) to lead how families experience the school—from enrolment to every year they stay. You’ll oversee family retention, community-building and parent feedback, manage a small team, and ensure families feel connected, heard and valued.

Reporting to school leadership, you’ll design programs, partner with the Parent Association, and collaborate with Admissions and Marketing to align campaigns.