Head of Admissions

NORTH LONDON COLLEGIATE SCHOOL (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

NLCS Singapore seeks a visionary Head of Admissions to steer enrolment strategy, partnerships and brand advocacy, ensuring premium intake while upholding selective standards.

You will lead market research, KPIs, team development, and the end-to-end family journey, from inquiry to enrolment, with emphasis on personalised, high-touch service in Singapore's competitive international school market.

Responsibilities

• Lead market research, competitive analysis and brand-positioning work to position NLCS (Singapore) effectively within the premium international school sector.
• Present regular enrolment reports, forecasts and strategic recommendations to the Operating Management, Board of Governors and Senior Leadership Team.
• Establish and monitor KPIs for all aspects of the admissions function, including prospective parent satisfaction, conversion rates, yield rates and retention metrics.

Job description

We are looking for a Head of Admissions. This leadership position is responsible for developing and executing comprehensive enrolment strategies that align with NLCS (Singapore)'s mission, values and strategic objectives. The role requires a visionary leader who can drive sustainable enrolment growth through strategic partnerships, brand advocacy and collaborative engagement with families, while maintaining the school's selective admissions standards and reputation in Singapore's competitive international school market.

Main Responsibilities

Strategic Leadership& Planning

• Lead market research, competitive analysis and brand-positioning work to position NLCS (Singapore) effectively within the premium international school sector.
• Present regular enrolment reports, forecasts and strategic recommendations to the Operating Management, Board of Governors and Senior Leadership Team.
• Establish and monitor KPIs for all aspects of the admissions function, including prospective parent satisfaction, conversion rates, yield rates and retention metrics.
• Lead crisis management for enrolment-related challenges, including economic downturns or competitive threats.

Team Leadership& Development

• Lead, mentor and develop a high-performingadmissions team, including Admissions Officers, Administrative Assistants andParent Ambassadors.
• Conduct regular performance reviews, settingclear objectives and professional development plans for team members.
• Foster a culture of excellence, collaborationand continuous improvement within the Admissions Department.
• Develop and implement coaching and trainingprogrammes to ensure consistent, high-quality interactions with prospectivefamilies.
• Manage recruitment, onboarding and successionplanning for the admissions team.

Customer Journey Management

• Design and continuously refine the prospectivefamily journey from initial inquiry through to the start of school, ensuring aseamless, personalised and premium experience at every touchpoint.
• Establish and maintain service level agreements(SLAs) for all admissions interactions and tasks.
• Implement a quality assurance programme tomonitor and evaluate all family interactions, including mystery shoppingexercises, call monitoring and email audits to ensure consistent excellence.
• Develop and maintain detailed customer journeymaps identifying key decision points, pain points and opportunities fordifferentiation in the admissions experience.
• Create and enforce standards of engagement thatreflect the school's premium positioning, including communication templates,tour protocols and family interaction guidelines.
• Conduct regular audits of the admissions team'sperformance through review of CRM notes, response times and conversion metricsat each stage of the funnel.
• Implement a lead scoring and prioritisationsystem to ensure high-potential families receive appropriate attention whilemaintaining service standards for all inquiries.
• Establish escalation protocols for VIP families,complex cases and time-sensitive situations to ensure senior intervention whenneeded.
• Monitor and analyse touchpoint effectivenessthrough tracking engagement rates, response rates and family feedback at eachstage of the admissions journey.
• Develop and maintain a comprehensive admissionsplaybook documenting best practice, consultative customer engagement practices,scripts, FAQ responses and objection handling strategies.
• Create differentiated service tiers fordifferent family segments (corporate relocations, local families, internationalfamilies) with customised engagement strategies.
• Implement regular shadow sessions and coachingprogrammes to ensure Admissions Officers maintain the highest standards ofprofessionalism and service.
• Conduct monthly service reviews with theadmissions team to address service gaps, share best practice and recogniseexceptional performance.
• Develop and maintain relationships with familieswho chose competitor schools to understand service failures and missedopportunities.
• Create a continuous feedback loop with currentparents to understand their admissions experience and incorporate improvementsfor future families.
• Ensure all admissions team members receiveregular training on customer service excellence, cultural sensitivity andpremium service standards.
• Develop service recovery protocols for whenservice standards are not met, including escalation procedures and compensationguidelines.
• Create and monitor a family engagement calendarensuring regular, meaningful touchpoints throughout the decision-making processwithout being intrusive.

Enrolment Management& Selection

• Ensure the consistent application of theadmissions criteria, assessment procedures and selection protocols.
• Make strategic decisions on waitlist managementand late admissions to optimise enrolment.
• Handle escalated admissions cases, includingappeals and special circumstances.
• Maintain relationships with ke