Customer Experience Manager (International School)

About the company

Key Responsibilities Our client, a leading international school, is looking for a people-focused leader to shape how its families experience the school, from the day they enrol through every year they stay. Reporting into the school’s leadership, you’ll lead family retention, community-building and parent feedback, manage a small team, and make sure every family feels connected, heard and valued.

Your tasks

Family retention

• Own the annual re-enrolment cycle, including fee communication, contracts and invoicing.
• Monitor families who may be at risk of leaving and make sure each one has a clear, documented plan of support.

• Lead conversations with withdrawing families and record their reasons consistently.

Community and belonging

• Design and run a community programme that builds genuine connection between families, not just event attendance.
• Ensure every community event and transition touchpoint (such as new-family onboarding and year-level moves) meets a consistently high standard.

• Run the parent volunteer and parent ambassador programmes, including recruitment across year groups and termly briefings.
• Partner with the Parent Association, and suppor talumni and alumni-parent engagement.

Parent feedback and insight

• Lead the parent feedback programme end to end, making sure families see what changed as a result of their input.
• Analyse participation and retention data by year group and length of enrolment to guide decisions.

Admissions and marketing support

• Support prospective-family activities such as open houses, group tours and signature events.
• Support the admissions team with other tasks as needed.

• Work with Marketing to tailor community, referral and retention campaigns for current families.

Team leadership

• Lead, coach and develop a team of Parent Relations Executives, and review the quality of their work.
• Model a collaborative, reliable and school-first approach in everything you do.

Requirements

What you’ll bring

• A degree or equivalent qualification.
• 5–7 years of relevant experience in international schools or the education sector, hospitality or guest experience, marketing, particularly localised or community campaigns

• Experience managing and developing staff.
• Strong communication and relationship-building skills, including the confidence to handle sensitive conversations with families.

• Comfort working with data to spot trends and drive improvements.

How to apply

Email resume to Sherry.Yeoh@peopleprofilers.com

Posting Personnel: Yeoh Xianni Sherry

Other

People Profilers Pte Ltd, 20 Cecil Street, #08-09, PLUS Building, Singapore 049705.

Tel: 6950 9741

http://www.peopleprofilers.com

EA License Number: 02C4944

Registration Number: R1106021

Job ID: JOB-01398