Parent Experience Lead – The British School of Kuwait

Job Summary: The Parent Experience Lead leads the family journey across the schools, from first enquiry through enrolment and into the first year. They own quality assurance and compliance for admissions and parent retention, while advising on process design and optimisation. They lead a team of cross-trained Parent Experience Specialists and are their escalation point, while also managing the most complex and sensitive cases directly. Key areas of responsibility ● Process design and quality assurance: Design, document and continuously improve the onboarding process across BSK and TSK, setting service standards and auditing the parent experience team’s work against them. ● Compliance: Ensure admissions and registration meet Ministry of Education requirements, that OFAC and other compliance checks are completed, and that family data is handled in line with data protection and safeguarding procedures. ● Escalations and complex cases: Act as the escalation point for parent experience specialists and personally manage the most complex or sensitive cases, such as VIP and corporate clients, late registrations, and policy exceptions, coordinating with safeguarding, finance, and school management as needed. ● Direct caseload: Manage a caseload of families from enquiry to enrolment, including meetings, tours, and admissions events, alongside supervisory duties. ● Admissions: Oversee the admissions pipeline across BSK and TSK, working with academic leadership teams and the Principal on offers, waiting lists, and placements, and planning for peak periods. ● Parent retention and satisfaction: Own post-registration satisfaction and retention through follow-ups, check-ins and surveys, identifying families at risk of leaving and coordinating interventions. ● Team leadership: Lead, train and flexibly allocate a team of cross-trained parent experience specialists across BSK and TSK, ensuring every onboarded family has a named point of contact. ● Data and reporting: Report regularly on conversion, retention, satisfaction and service standards, and ensure family records in the internal database and admissions systems are accurate. ● General: Keep handbooks up to date, attend school functions and admissions events, and carry out other related duties as required by the Head of MAC, Principal, and other school leadership

Job Details

Preferred Candidate

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