Enrolment Experience Specialist
About This Role
Admissions & Parent Engagement
- Engage with prospective parents to outline the school's admission process, curriculum, fee structure, and GEMS services (including the Ambassador program, FAB Credit card, GEMS Rewards, etc.).
- Assist families throughout the admissions process, ensuring a positive, transparent, and responsive experience.
- Stay informed about the assigned school’s programs, values, and distinctive features to effectively highlight its advantages.
Pipeline Management & Conversion
- Aid Admissions officers in managing the admissions pipeline of leads and opportunities in accordance with established Service Level Agreements (SLAs).
- Ensure timely follow-up with all prospective families, maintaining regular communication to foster engagement and conversion.
- Collaborate closely with the Senior Leadership Team (SLT) to obtain prompt feedback on assessments and applications, maintaining a high conversion rate and swift turnaround.
Achievement of retention targets in line with set KPI’s
Reporting & Analysis
- Prepare and deliver timely reports to the Sales Operations Manager, detailing enrollment progress, projections, and key performance indicators for the assigned schools.
- Provide insights on parent feedback and lead quality to the Sales Operations Manager and Marketing Manager.
- Regularly share competitor insights with the Sales Operations Manager and Principal to aid in informed decision-making and strategic positioning.
Achievement of performance management targets in line with set KPI’s
Market Awareness & Competitor Intelligence
- Assist the Sales Operations Managers by gathering information from parent and community interactions regarding competitors’ offerings, promotions, and reputation.
- Regularly communicate competitor insights to the Sales Operations Manager and Principal to support informed decision-making and strategic positioning.
- Conduct mystery visits to assigned schools to provide feedback aligned with the above objectives.
Achievement of data quality improvement targets in line with set KPI’s
Retention & Cross-Sell
- Contribute to retention initiatives by identifying at-risk families early and escalating feedback to the Sales Operations Manager and Principal (utilizing NPS scores, TCs, and re-enrollment intentions).
- Drive cross-sell opportunities by informing families about appropriate sister schools and programs within the cluster/GEMS network.