Head of Community Engagement

Head of Customer Engagement and Events (Private School)

Location: NE

Salary Range: Up to $10,000

Responsibilities

• Responsible for providing an exceptional community and customer experience that drives retention of students and increased advocacy of the school.
• Design and facilitate a strategic plan to help increase retention within the school through greater community engagement and reduce withdrawals.
• Design and facilitate initiatives that develop and foster relationships within our parent community and deliver maximum parent satisfaction, ensuring excellence in delivering the best customer experience to our students and their families.
• Sets performance standards to meet service goals of the school and the department.
• Provides feedback and reports to the company's various departments regarding service improvements or customer concerns.
• Assists with periodic review of the end-to-end customer journey to identify specific touch points on service improvements that contribute to overall customer experience.
• Supports internal stakeholders on tactical follow-ups.
• Initiates prompt and positive action on all feedback, questions, concerns, and suggestions, as well as conducts quality assurance follow-up; responds to inquiries regarding services and school-related issues.
• Resolves challenging situations in a professional manner and accurately communicates pertinent information to support a customer service culture; escalates to the appropriate party as required.
• Manage withdrawals and the process to ensure it meets the needs of parents and children.
• Community Engagement
• Events management
• Administration
• Stakeholders management

Requirements

• Minimally 5 years of experience in leadership in a customer service role.
• Degree holder.
• Awareness of commercial sensitivity and demands for confidentiality.
• Ability to manage budgets and exhibit fiscal responsibility.
• Proven results and skills in executing customer experience improvement programs.
• Experience in the educational industry, servicing a multi-national clientele is an advantage.

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We regret that only shortlisted candidates will be notified.