Head of Student Experience

2 days ago

Jurong East, Singapore East Asia Institute of Management Pte. Ltd. Full time

The Head of Student Experience (HSE) plays a key role in strengthening relationships with students, parents, and agents to ensure their satisfaction and long-term trust in EAIM. While reporting to the Executive Director – Sales & Marketing, the HSE works closely with the Academic department to support the student journey from enrollment to graduation. The role ensures consistent communication, timely resolution of concerns, and a high standard of service that reinforces EAIM's reputation for care and professionalism.

Responsibilities

Stakeholder Relationship Management

  • Serve as a key liaison for students, parents, and agents after enrolment, ensuring a smooth and positive experience.
  • Work closely with Academic Administration to follow up on student progress, attendance, and academic milestones.
  • Maintain regular, professional communication with parents and agents regarding updates, policies, and important dates.

Student Care & Retention Support

  • Support student onboarding and orientation in collaboration with Academic Administration.
  • Monitor student satisfaction and escalate issues to relevant departments for resolution.
  • Assist in initiatives aimed at improving student retention and progression.

Agent & Partner Support

  • Act as a post-enrolment support contact for agents, ensuring they are informed and engaged on their students' progress.
  • Maintain up-to-date records of agent-linked students and ensure smooth coordination between agents, students, and EAIM.

Feedback & Service Improvement

  • Gather and review feedback from students, parents, and agents to identify service gaps.
  • Work with Sales & Marketing, Academic Administration, and Student Services to implement improvements.

Cross-Departmental Collaboration

  • Liaise with Academic Administration, Student Services, and other internal teams to ensure timely responses to stakeholder enquiries.
  • Assist Sales & Marketing in developing communication materials for parents and agents that enhance engagement and satisfaction.

Requirements

  • Diploma/Degree with at least 2 years' relevant experience, preferably in the education industry.
  • Strong passion for providing excellent customer service.
  • Ability to address student concerns and continuously improve student experience.
  • Preferably bilingual in English and Mandarin to effectively communicate with Mandarin-speaking clients.
  • Strong interpersonal and communication skills for engaging with stakeholders.
  • Ability to work independently and collaborate cross-functionally with diverse teams.
  • Familiarity with technology platforms for student engagement and feedback is a plus.

Only short-listed candidates will be notified.

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