Parent Liaison Executive/Manager

ETONHOUSE PRE-SCHOOL PTE LTD; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

An esteemed international educational institution in Singapore is looking for a Parent Liaison Manager to enhance community engagement and parent relations. This role involves managing enquiries through effective CRM practices, organizing open house events, and providing exceptional customer service aligned with the institution's values. Applicants should possess a Bachelor's degree and have 5-6 years of relevant experience in sales management or business development, preferably within an educational setting.

Qualifications

• 5-6 years in a sales management/business development role in education or service industry.
• Experience in an international school environment is advantageous.
• Excellent written and verbal communication skills.

Responsibilities

• Manage enquiries and communication with prospective parents.
• Organise and lead open house events for prospective families.
• Provide outstanding customer service aligned with the organisation’s values.

Skills

Sales management

Team collaboration

Communication skills

Customer service

Marketing

Education

Bachelor degree from a recognised University

Job description

Job Description

Reporting to the Group Brand and Marketing Director and the School Principal, the Parent Liaison Manager will work closely with other relevant internal departments to market and promote EtonHouse International School to the international and local community in Singapore.

Enquiry Management

• Ensure the PLO team captures all new enquiries (calls, email, online leads, walk‑in’s etc.) in the CRM system from the date of receipt.
• Ensure the PLO team records all appropriate information into the CRM system. Ensure the PLO team contacts all new enquiries and follows up by phone or email within 1 working day. Overseas phone calls can be made using the CRM.
• Ensure the PLO team emails the prospective parent the school tour confirmation details.
• Ensure the PLO team contacts the prospect parent 1 days before to re‑confirm their appointment (email where necessary) and use the CRM calendar tool to do so.
• During tours, ensure that the PLs share learning stories, videos and documentation that makes learning visible as well as introduce a member of the academic team to provide a high‑quality experience.
• Post‑school tour; ensure the PLO team sends a post‑tour email within 1 working day after the school tour.
• Ensure the PLO team tracks and notes all comments within the CRM in a timely manner and updates their status.
• Ensure the PLO team follows up with all post‑tour parents by calling them 3 days post tour to check their status, or any other questions. Use the ‘sequence’ tool and the ‘templates’ in the CRM to connect with families.
• Ensure the PLO team arranges any follow‑up meetings (i.e. principals, assessments) within 1 week post tour.
• Review the status of all enquiries from CRM reporting (pre/post tour) to ensure that the PLE’s are following up with their prospect parents.
• Compile tour templates and learning stories for the PLO team to improve the school tour.
• Review and shadow the PLE’s around school tours to ensure they promote the school in the right light (curriculum, stories, facts, etc.).
• Continuously review the school tour process with the PLE’s from start to end, explaining about EtonHouse, curriculum, application documents, etc. Ensure a 5‑star customer service to parents.
• Support families for student pass applications and the team wherever required to facilitate these conversations with agents or parents directly.
• Engage in all induction courses and professional development sessions facilitated by HQ.
• Ensure that the data in the CRM is updated at all times to facilitate accurate reports and trends.
• Update parent status in the CRM and engage with them intentionally to nurture them through the funnel. Use the CRM features, sequences and workflows.
• Train and induct new joiners and existing PL team members to use best practice in CX and technology platforms.
• Advocate for the EtonHouse learning pathway beyond pre‑school.
• Ensure that the school website has accurate and up‑to‑date information.
• Provide outstanding customer service that is personalised and in alignment with the organisation’s culture and values.
• Support all media, brand and marketing events and requests.
• Update the AI bot templates on a regular basis to keep them relevant and use campaigns from time to time to remarket and enhance conversions.
• Be responsible for your own PD by staying up‑to‑date with all platforms used by the PL team.
• Handle all admission and withdrawal processes and documents.
• Monitor and track student numbers, agent referrals, withdrawal data.

Open House/Weekly School Tours

• Lead the organisation of open days from managing the RSVP list to organising the relevant groups, schedule of the day and follow‑up.
• Ensure the PLO team confirms attendance 2‑3 days before the Open House. The team also follows up with a phone call.
• Allocate school tour groups for each school coordinator.
• Brief school coordinators as to the set‑up for the open house.
• Ensure the school is clean/set‑up ready for open house.
• Work with the kitchen to ensure food, etc., is provided and set up.
• Facilitate the content of the sharing by the principal and/or other members of the leadership team.
• Prepare materials and resources that are shared with families.

Qualifications

• Bachelor degree from a recognised University with at least 5 to 6 years of related work experience in a sales management / business development role in the education services or a service‑oriented industry.
• Sales management experience is desirable.
• Experience working in an international school environment would be an added advantage.
• Possess a collaborative attitude and work well in a team‑oriented work environment.
• Excellent written and verbal communication skills.
• Result‑oriented and a hands‑on marketer.

Other Information

• 5 days work week.