Community Engagement Manager

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 now 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's Asia 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