Family Journey Manager
2 weeks ago
At Mosaic Global, we believe that learning is a joyful, lifelong adventure. Our unique play-inspired learning philosophy is the heart of everything we do, creating environments where children from infancy through primary school can thrive.
We are more than just a preschool. We are a complete educational ecosystem for families, offering a seamless journey from our nurturing Infant Care and vibrant Playgroups to our flagship Preschool and our academically enriching after-school program, Mosaic Play Academy (MPA). Our mission is to partner with families to raise confident, creative, and joyful leaders of tomorrow.
The Role: Your Mission as a Family Journey ManagerWe are seeking a passionate and empathetic Family Journey Manager (FJM) to pioneer a new, critical role at the heart of our organization. This is not a traditional admissions or sales position. You will be the single, dedicated guide for families, building lasting relationships and ensuring they experience the full, seamless value of the Mosaic ecosystem.
Your mission is to own the entire parent experience, from their first inquiry to their child's "graduation" from our programs. You will be a trusted advisor, a brand ambassador, and the family's primary advocate, focused on maximizing their long-term success and happiness within our community.
What You'll Do:- Be the Face of Mosaic: Lead consultative, story-driven tours that showcase our play-inspired philosophy and the long-term value of our entire educational journey.
- Build Deep Relationships: Serve as the primary point of contact for a portfolio of families, establishing trust and understanding their unique needs and aspirations.
- Orchestrate the Journey: Proactively manage key family transitions, from Playgroup to Preschool and from Preschool to Mosaic Play Academy, ensuring a smooth and positive experience.
- Connect the Ecosystem: Identify opportunities to enhance a family's experience through our other offerings and framing them as valuable solutions.
- Champion the Parent Voice: Systematically gather feedback and act as an internal advocate for families, working with our academic and administrative teams to continuously improve our service.
- Drive Community & Advocacy: Turn happy families into passionate advocates by nurturing a strong sense of community.
- Measure What Matters: Track and report on key metrics like family retention, preschool-to-MPA transition rates, and overall family satisfaction.
- A Natural Relationship Builder: You possess exceptional emotional intelligence (EQ) and find genuine joy in connecting with people and earning their trust.
- An Empathetic Listener: You excel at understanding the underlying needs of parents—their hopes, their anxieties, and the "job" they are hiring us to do.
- A Proactive Problem-Solver: You are organized, forward-thinking, and skilled at anticipating needs and resolving challenges before they arise.
- An Outstanding Communicator: You can articulate a compelling vision and communicate with warmth, clarity, and professionalism.
- A Strategic Thinker: You see the big picture and are motivated by long-term goals like customer lifetime value and brand loyalty.
- Experience in a high-touch, customer-facing role is essential. This could be in customer success, hospitality, relationship management, or a similar field.
- Experience in the preschool or education industry is a significant plus , but the right mindset and skills are most important.
If you are excited by the prospect of shaping a new, strategic function and building a community one family at a time, we would love to hear from you.
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