Manager - Parent Relations - Aldar Education

Job Description

Aldar Education is currently seeking a Manager - Parent Relations to support our growing family of owned and operated schools in the UAE. This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi’s leading school group.

As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery through to adult education, and the broadest choice of curricula across the largest number of locations in Abu Dhabi.

Starting with one school and 250 students in 2007, Aldar Education has grown into a highly sought-after education provider, now supporting over 31,000 students and a growing network of almost 5,000 educators, with over 100 nationalities, offering a wide range of curricula and ancillary services such as our Teacher Training Academy.

Working collaboratively, our education network’s purpose is to empower the next generation to shape our future, directly supporting the educational goals of Abu Dhabi’s government. Today, Aldar Education’s efforts are guided by the Abu Dhabi Economic Vision 2030 plan, which aims to build a sustainable knowledge-based economy through premium education.

To ensure impeccable customer service is provided to all parents and visitors in the school. All communications take place in a professional manner and to assist in supporting students’ recruitment, through a positive parent experience, encouraging retention.

The successful candidates will be closely aligned with our core values and ethos and possess a genuine understanding and appreciation of the values of the region.

Responsibilities

Main Duties:

• Provides high-quality customer service to all potential and existing customers, including welcoming all prospective parents into the school and assisting with all initial inquiries.
• Manages students’ and parents’ satisfaction to contribute to retention and meet or exceed the school-specific enrolment target consistently throughout the academic year.
• Positively contributes to enrolment growth by ensuring a positive customer journey and accurate reflection of the school to the wider Abu Dhabi community.
• Develops retention strategies to support meeting the school’s enrolment targets.
• Ensures the Admission process is compliant throughout the academic year by working with the admissions team closely.
• Is present in the reception area and to ensure parents always have access to you to support with queries and complaints as required.
• Develops marketing strategies for the school, build content calendars for social platforms and community manage social media channels, monitoring for negative sentiments.
• Supports in the identification of newsworthy stories and report these to Aldar Education HQ for publication monthly.
• Assists the Admissions team when needed with inquiries and enrolments processes.
• Identifies and anticipates the needs of parents in our academies, ensures leads and other aspects of enrolment and new intake are actively updated daily and assist in student retention.
• Builds strong relationships with parents to assist with student retention is key while ensuring the school’s marketing duties and responsibilities are upheld. Building positive relationships with all stakeholders is a PRE’s duty.
• Oversees the Reception team to ensure that all customer service delivered is of the highest standard.
• Supports in creating compelling marketing materials, including brochures, newsletters, and social media content, to showcase the school's strengths and achievements.
  
  
  

Specific Duties:

Delivering Customer Excellence:

• Delivers high-quality customer service to all visitors and staff, represents the school in a professional manner both in face-to-face interactions and virtual (email, phone calls, social media).
• Maintains open lines of communication with existing parents to ensure their concerns, complaints, and compliments are handled effectively and efficiently, adhering to the school’s SLAs.
• Offers guidance and assistance to parents through the student registration and admission process during the initial inquiry stage to support with enrolments.
• Identifies and anticipates the needs and requirements of new and existing parents.
• Contributes positively to the NPS score and ensures parents’ participation in the surveys.
• Manages parent feedback and escalates cases that cannot be solved by the FOH team as per the complaint management process in schools.
• Develops school improvement plans based on the voice of customer feedback/survey outcomes in alignment with the Principal and Head of Operations and Support Services
• Supports reception with answering, screening, and forwarding incoming/outgoing phone calls in a friendly and professional manner (following our standard telephone etiquette/ protocol) templates and scripts.
• Ensures the reception area is tidy and presentable, with all necessary stationery and material (e.g., pens, forms, and brochures) and all health and safety protocols followed.
• Assists the Admissions team with inbound and outbound calls when required to assist in reaching enrolment & retention targets.
• Supports with parent communications in the form of newsletter development, whole school email, school magazine development to ensure that language is always clear and professional.
• Logs admissions inquiries into the school SIS – database to support admissions when required .
• Updates calendars and schedule school tours with SLT and parents.
• Responds to parent requests/feedback within the expected SLAs and follow all processes/protocols.
  
  
  

Marketing & Events

• Measures and reports on a weekly basis the CX and Marketing activities taking place to HQ and highlighting challenges/requesting support.
• Participates in activations & events to spread awareness of school name and generate enrolments.
• Coordinates parent/community events to engage parents in school activities and celebrations.
• Generates social media stories and photographic material that promote the schools’ achievements.
• Assists with the development of and implementation of the school marketing strategy.
• Ensures that the schools’ achievements including academics, sports, arts, etc. are communicated to HQ in a timely manner.
• Manages all social media platforms and digital tools such as website, and third-party profile content.
• Develops an annual engagement plan covering the events calendar, social media calendar, and communications plan with the principal and other SLT members. Accurately report back to HQ after each event the impact and propose recommendations/strategies for moving forward.
• Ensures all language used is on brand and a positive reflection of the school
  
  
  

General Support

• Attends and participates in relevant meetings as required .
• Drives enrolments by promoting schools and summer programs to prospective parents through conducting outbound calls.
• Analyzes data related to student enrolment, parent feedback, and marketing effectiveness to make data-driven decisions.
• Assists with tasks assigned as and when required by the management team.
• Performs other duties as requested by direct and dotted-line reporting managers/ supervisors
  
  
  

Qualifications

Minimum Qualifications:

• Bachelor’s degree
  
  
  

Minimum Experience:

• A minimum of 2 years of experience in a similar role in the region
• Customer service experience is essential
• Experience in the Education sector is preferred
  
  
  

Job Specific Knowledge & Skills:

• Fluent English communication skills, written and oral in order to deliver clear, proactive and effective two-way communication. Arabic speaker is preferable
• Strong interpersonal skills to aid in daily contact with parents in a diverse multi-cultural environment
• Ability to work flexibly as a member of a team
• Result driven with a proactive approach
• Ability to analyse information in a systematic manner to make informed decisions
• Ability to create a culture of continuous learning and knowledge sharing
• Acts in a socially responsible manner
• Excellent office management skills
• Approachable, professional, calm and knowledgeable
• Able to deal professionally with a range of stakeholders
• Good knowledge of child protection and safeguarding
• A clean enhanced Disclosure and Barring Services check or police check.
  
  
  

What We Offer

Aldar Education is a family of world-class, child-centred, and innovative schools based in the UAE. We educate students across our group of owned and managed schools and as we grow, so does our need for highly skilled, inspirational, and dedicated school and educational professionals.

We offer an attractive remuneration package including a range of benefits. Our future-focused learning model includes both students and staff, placing special emphasis on professional development, coaching, and training.

Successful candidates will have access to a wide network of professionals and opportunities to both lead and contribute to training others, as well as developing themselves.

This job description is not all-inclusive. Aldar Education reserves the right to amend this job description at any time.

We are an equal opportunity employer, committed to a diverse and inclusive work environment. We are dedicated to our national development strategy and strongly encourage UAE Nationals to apply.

Aldar Education is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Offers of appointment are subject to satisfactory references and police clearance.

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