Regional Parent Experience Director

Cognita Asia Holdings Pte Ltd; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

Cognita Asia Holdings Pte Ltd seeks a Regional Parent Experience Director based in Singapore to enhance parent engagement across its schools. The role requires leadership in defining parent experience strategies, coordinating a multidisciplinary team, and driving initiatives that support parent satisfaction and retention. Candidates should have extensive experience in customer experience, particularly within the education sector, and possess strong strategic and communication skills. The position comes with hybrid working conditions, annual leave, and medical insurance.

Benefits

20 days annual leave

Medical insurance cover

Hybrid work environment

Qualifications

• Proven experience in customer experience, parent engagement, or community development within the education sector.
• Demonstrated ability to lead diverse teams and influence senior stakeholders.
• Deep understanding of parent behavior in the K–12 education context.

Responsibilities

• Define and implement a region-wide parent experience strategy.
• Lead a multidisciplinary team of specialists to deliver a cohesive parent experience.
• Oversee retention efforts and develop frameworks for effective parent communications.

Skills

Leadership

Strategic Thinking

Stakeholder Management

Customer Experience

Communication

Data Analysis

Education

Bachelor’s degree in Marketing, Communications, or Education

Job description

Position Objective

We are seeking a visionary and strategic leader to serve as the Regional Parent Experience Director for Cognita Asia. This role is responsible for shaping and delivering exceptional parent experiences across Cognita’s schools in Asia, with the goal of increasing student retention, deepening parent engagement, and cultivating strong, sustained parent advocacy within our school communities. The successful candidate will lead a multidisciplinary team of regional experts - spanning communications, customer insights and digital experience, to embed a customer-centric culture and consistent service standards that elevate the parent journey across all touchpoints. These stakeholders are to be influenced to create a more parent focused execution, however, they are not part of the direct team. This includes influencing school-level practices, aligning cross-functional initiatives where feasible, and driving continuous improvement through data-informed strategies, ultimately ensuring every family’s experience reflects the quality and care synonymous with an exceptional Cognita education.

Responsibilities

Key duties and responsibilities:

Parent Experience Strategy & Leadership

· Define and implement a region-wide parent experience strategy that aligns with Cognita’s brand promise, educational mission, and commitment to whole-school wellbeing and excellence.

· Lead a multidisciplinary team of regional specialists including communications, retention, events, alumni, and quality assurance to deliver a cohesive and differentiated parent experience across all schools.

· Champion a customer-centric culture and mindset across the organization, influencing senior leadership and school teams to view parent satisfaction as a key lever for retention and long-term success.

Parent Communications

· Develop scalable frameworks, toolkits, and training modules to support effective, relevant, timely, and meaningful parent communications, including newsletters, teacher updates, school event notices, and digital platform content.

· Ensure a consistent tone of voice and high standard of clarity across all parent-facing communications, reinforcing trust.

Retention & Advocacy

· Oversee the regional retention specialist to identifying attrition risks through data and insights and develop proactive interventions tailored to key parent segments.

· Drive strategic initiatives that nurture belonging and loyalty, including personalized outreach, concierge-style services, and advocacy channels such as parent testimonials, reviews, and ambassador programs.

Parent Events & Community Building

· Guide the regional event specialist in developing and promoting best practices for parent engagement events, such as performances, workshops, networking sessions, and sports activities.

· Facilitate initiatives that build cross-cultural understanding and strengthen community bonds across our diverse school populations.

Experience Quality Assurance

· Define and embed service standards and experience KPIs across all key parent touchpoints (e.g., onboarding, help desks, parent-teacher interactions).

· Establish systems for monitoring operational excellence and ensuring consistent, high-quality delivery of parent services across the region.

Parent Journey Design & Digital Solutions

· Lead project managers in mapping, designing and enhancing the end-to-end parent journeys, leveraging digital tools such as communication platforms, and CRM solutions to deliver a seamless and user-friendly experience.

Alumni Engagement

· Oversee the regional alumni manager in building alumni networks, maintaining accurate databases, and creating pathways for alumni to contribute to school life and student mentorship.

Parent Associations & Feedback Loops

· Establish governance frameworks and engagement models for effective collaboration between school leadership and parent associations, ensuring alignment with school values and priorities.

· Champion continuous improvement through structured feedback mechanisms, including the annual Voice of the Parent survey and targeted pulse surveys.

Position Requirements:

• Proven experience in customer experience, parent engagement, or community development—ideally within the education sector.

• Demonstrated ability to lead diverse teams and influence senior stakeholders across a matrixed organization.

• Strong strategic thinking, executional excellence, and stakeholder management skills.

• Deep understanding of parent behavior and decision-making in the K–12 education context.

• Experience with digital platforms, CRM systems, and feedback tools.

• High standards of professionalism, empathy, and attention to detail.

Qualifications:

• Bachelor’s degree in Marketing, Communications, Education, or a related field.

• Minimum 10 years of experience in customer experience, marketing, or community engagement roles.

• Experience in international or multicultural environments preferred.

• Excellent communication skills in English; proficiency in an Asian language is a plus.

Contacts

• Internal stakeholders within Cognita Asia regional office

• Sales and Marketing teams in Asia schools and other school leadership teams

• External parties, consultants and specialists.

Working Conditions

· Based within the Regional office in Singapore

· Extended working hours to meet deadlines / regional or global meetings / attend events as required

· Ability to travel to schools as needed

· 20 days annual leave

· Medical insurance cover

· Hybrid work environment

The job holder’s responsibility for promoting and safeguarding the welfare of children and young person’s for whom s/he is responsible, or with whom s/he comes into contact will be to adhere to and ensure compliance with the relevant Cognita Safeguarding; Child Protection Policy and Procedures at all times. If in the course of carrying out the duties of the role, the job holder identifies any instance that a child is suffering or likely to suffer significant harm either at school or at home, s/he must report any concerns to the School’s Child Protection Officer/Designated Safeguarding Lead or to the Head or indeed to the Regional CEO so that a referral can be made accordingly to the relevant third party services.

For interested applicants, please submit your applications via:

https://cognitapeople.csod.com/ux/ats/careersite/1/home/requisition/1360?c=cognitapeople&source=Jobstreet