Job Description

Position Objective
The Community Engagement Manager is responsible for creating a smooth and positive experience for all families at the school. This role oversees front-facing services and programs that support community engagement, retention, and advocacy. It is central to fostering a welcoming environment, supporting families throughout their journey with the school, and building strong relationships that encourage community advocacy.
Key responsibilities include:
? Customer retention strategy and initiatives, initiating and implementing data-informed engagement strategies, including parent events, efficient and pleasant touchpoints, personalised outreach and cultural recognition.
? Lead all customer surveys and retention strategy frameworks, analysing trends, triangulating feedback and implementing high-level interventions and service enhancements.
? Front Desk & Team Leadership: Manage and mentor a team of two receptionists and one Community Engagement Executive, ensuring consistent service standards and professional growth.
? Community Programs: Coordinate initiatives and events that strengthen connections between the school, families,and the wider community.
? Process Improvement: Maintain clear processes and communication channels across departments to support efficient workflows, resulting in a seamless end-to-end experience for families.
? Service Excellence: Act as a central point of information, ensuring families receive timely and accurate support.
? Standardisation: Establish and monitor consistent practices to deliver a high-quality, reliable experience at every touchpoint.
? Support Head of Department in innovating alumni engagement approaches in an international school environment, navigating the transient nature of the community
Responsibilities
Customer Experience and Engagement
Escalated Feedback Management
?Respond promptly and positively to escalated complaints and feedback received via the general parent enquiry email
? Partner with the Communications team to ensure clear, accurate, and timely responses to parents.Parent Communications
? Coordinate with Communications to deliver operational updates, notifications, and important information to parents or specific parent groups.
? Ensure messaging is aligned with school standards and approved before distribution
Overseeing of Receptionists
? Manage the daily operations and general office duties of the reception area including
? Manage incoming visitors and guests ensuring appropriate security procedures are followed
? Manage Reception and Ask inbox including:
? respond to necessary feedback, concerns and complaints received
? escalate as necessary
? Managing applications and distribution of Parent Passes and vehicle decals
? Primary escalation point from the enquiries, accountable for resolving all escalated complaints and feedback.
? Resolve disputes in a timely manner, ensuring that obligations of the school are met
Project and Process Support
? Assist with project management and the delivery of initiatives aimed at improving the parent experience.
? Support the development of systems to track enquiries, identify trends, and drive continuous improvement in how information is accessed and resolved.
? Identify emerging needs based on quantitative feedback, initiate and implement actions to address the feedback
Customer Journey Improvement
? Conduct periodic reviews of the end-to-end parent journey to identify areas where service can be enhanced.
Recommend and help implement changes to improve overall satisfaction and experience.
Voice of Parent Surveys
? Collaborate with Global and Regional teams to manage the release of Voice of Parent surveys.
? Analyse survey results to identify key issues, highlight points of contention, and report on trends to guide improvement,efforts.
? Prepare regular reports on parent feedback, service improvements, and survey findings.
? Adapt processes as needed to address emerging challenges and support evolving community needs.
Events
? Support and initiate engagement activities to
- Grow and strengthen community spirit
- Build strong relationships with the school
- Increase satisfaction and therefore advocacy
? Identify needs for parent workshops to educate them about the school's curriculum and balanced approach to academic rigour
Student Withdrawal Management and Retention Initiatives
? Proactively identify and engage families who may be considering withdrawal to explore retention opportunities.
? Weekly meetings with Heads of Sub-Schools to implement strategies for retaining students.
? Prepare and present data and insights to provide regular retention updates and insights in leadership meetings to support informed decision-making.
? Fortnightly meeting with Company to report insights and discuss retention strategies and tactics
? Manage the withdrawal email inbox, ensuring timely responses to families and accurate tracking of withdrawal cases.
? Update student data in Dynamics and maintain accurate records of withdrawal and retention information.
? Analyse data to identify trends, drivers of withdrawals, and opportunities for improvement.
? Oversee the Student Online Exit Checklist process to ensure a smooth and consistent withdrawal experience.
? Fortnightly meetings to discuss the development of Parent Ambassadorship and how it can better support student enrolment and retention
? Initiate strategies, activities, workshops and interventions to reduce student churn
Administration
? Oversee departmental scheduling to ensure adequate coverage and smooth day-to-day operations.
? Lead the recruitment process, including selection, interviews, and training of staff, with a focus on cross-training and professional development.
? Manage team leave approvals and arrange coverage to maintain service continuity.
? Conduct one-to-one meetings and probationary reviews, ensuring timely follow-up with HR on all staffing matters.
Insurance
? Oversee, manage, and process Student Medical Insurance and Overseas Trip Insurance to ensure accurate and timely responses
? Serve as the primary liaison between parents and the school's insurance broker, assisting with queries, claims, and issue resolution, ensuring all parents who reach out for insurance claims have a smooth and seamless experience
? Resolve disputes that arise from insurance policy coverage
? Coordinating with the Nursing team to ensure all students and parents are sufficiently aware of policy exclusions and the claims process
Canteen
? Manage and review marketing collateral provided by the canteen vendor for school communications.
? Provide feedback and suggestions for new menu items and improvements.
? Share feedback from annual parent survey to ensure the canteen vendor continues to deliver high quality products and services
? Collaborate with canteen vendor to ensure special menus are aligned cultural and school initiatives
? Review and approve the termly menu, ensuring it meets the school's standards and community expectations.
? Monitor food quality, ingredients, and pricing structure to maintain high standards and value for families
Position Requirements

• Highly developed communication, interpersonal and influencing skills to motivate and work cooperatively with others

• Strong organisational, prioritising, and time management skills

• Ability to manage multiple high priority tasks in a fast paced highly demanding environment

• Management skills to successfully perform the planning, directing, reporting and administrative responsibilities of this position

• Ability to prepare detailed and concise summary reports

• Proficiency with software programs required to manage functions of the role

• Proven results and skills in executing customer experience improvement program

Qualifications

• Degree/Diploma qualification

• 5-7 years of relevant experience in customer service with face to face customer issues resolution exposure

• Prior experience managing staff

• Prior experience with "Voice of the Customer" program preferred

Skills Required