Parent Experience Lead - Aldar Education

Job Description

Aldar Education is currently seeking a Parent Experience Lead to join one of our schools in Abu Dhabi.

We are looking for an experienced customer-focused professional who thrives on building strong relationships and delivering a personalised, high-quality service. The successful candidate will act as the dedicated point of contact for key parent relationships, ensuring enquiries and concerns are managed with professionalism, discretion and efficiency, while working closely with school leadership to provide an outstanding parent experience.

This role would suit someone with experience in a premium hospitality, luxury hotel, customer relationship, concierge or guest services environment, or within a school or education setting where delivering exceptional service has been central to their role. Fluency in both English and Arabic is essential.

Since its inception in 2007 with just 250 students, Aldar Education has grown into a highly sought-after education provider, with more than 25 owned and managed premium and super-premium schools and academies, in partnership with some of the world's most prestigious institutions including Rugby School, King's College Wimbledon and Cranleigh. The Group now serves more than 38,000 students through 5,000 educators from over 100 nationalities, delivering world-class education across a broad range of curricula and learning pathways from Nursery through to K-12.

If you are passionate about delivering exceptional service, building lasting relationships and creating outstanding experiences for families, we invite you to apply and become part of our journey.

Responsibilities

Parent Experience & Relationship Management

• Act as the dedicated point of contact for families requiring a personalised and enhanced level of support, ensuring a seamless and positive parent experience.
• Build trusted relationships with parents, providing proactive guidance and acting as the liaison between families, school leadership and operational teams.
• Support the Principal and Senior Leadership Team in managing sensitive parent matters, ensuring timely communication, discretion and effective resolution.
• Manage complex parent enquiries and concerns, coordinating with relevant departments to ensure issues are resolved promptly and to a high standard.
• Monitor parent feedback, identify emerging trends and recommend service improvements that strengthen parent satisfaction and retention.
• Prepare regular updates and reports for the Principal and Senior Leadership Team on parent engagement, feedback and service delivery.
• Support the coordination of meetings and engagements with key parent stakeholder groups, ensuring a professional and personalised experience.
  
  
  

Parent Communications & Engagement

• Maintain regular communication with parents, ensuring enquiries are managed promptly, professionally and with a strong customer service focus.
• Support the delivery of high-quality parent communications, working closely with school leaders to ensure families remain informed and engaged.
• Coordinate parent engagement initiatives, events and workshops that strengthen relationships between home and school.
• Work closely with Admissions to ensure prospective families receive a personalised and welcoming experience throughout the admissions journey.
  
  
  

Front of House Support

• Work in partnership with the Front of House team to ensure a consistently high standard of service for parents and visitors.
• Provide additional support during peak periods, high-profile events and key parent meetings to ensure a seamless customer experience.
• Help maintain consistent service standards across all parent-facing touchpoints and support continuous improvement initiatives.
  
  
  

Continuous Improvement

• Champion a culture of exceptional customer service and parent engagement across the school.
• Identify opportunities to improve the parent journey through enhanced communication, service delivery and stakeholder engagement.
• Ensure all parent interactions are managed professionally, confidentially and in line with school policies and safeguarding requirements.
  
  
  

Qualifications

Minimum Qualifications

• Bachelor's degree or equivalent qualification.
• A professional qualification in hospitality, hotel management, customer service or a related field is desirable.
  
  
  

Minimum Experience

• Minimum of 3-5 years' experience in a premium customer-facing, relationship management or hospitality role.
• Experience within a luxury hotel, concierge, guest relations, customer success or high-end service environment is highly desirable.
• Previous experience within a school or education setting is advantageous.
• Experience supporting senior stakeholders or managing high-profile client relationships is desirable.
  
  
  

Job Specific Knowledge & Skills

• Fluent in both English and Arabic, with excellent written and verbal communication skills.
• Exceptional customer service and relationship management skills, with the ability to build trust and confidence with families and stakeholders.
• Highly professional, discreet and confident managing sensitive or complex situations.
• Strong interpersonal skills with the ability to engage effectively with senior leaders, parents and external stakeholders from diverse cultural backgrounds.
• Excellent organisational skills with the ability to manage multiple priorities while maintaining exceptional attention to detail.
• Calm under pressure, proactive and solutions-focused.
• Strong influencing and problem-solving skills, with the ability to resolve issues collaboratively and efficiently.
• Confident using Microsoft Office and customer relationship management or school information systems.
• A collaborative team player with a commitment to delivering an outstanding parent experience.
• Flexible, adaptable and committed to continuous improvement.
  
  
  

What We Offer

Aldar Education is a family of world-class, child-centred and innovative schools across the UAE. As one of the region's leading education providers, we are committed to attracting, developing and retaining exceptional talent.

We offer a competitive remuneration package, comprehensive benefits and excellent opportunities for professional development. Our collaborative culture provides access to a strong network of professionals, ongoing coaching and training, and opportunities to contribute to strategic initiatives across our growing family of schools.

This job description is not exhaustive, and Aldar Education reserves the right to amend it as required. We are an equal opportunity employer committed to creating a diverse and inclusive workplace. We actively support the UAE's national development agenda and encourage UAE Nationals to apply.

Aldar Education is committed to safeguarding and promoting the welfare of children and young people. All appointments are subject to satisfactory references, police clearance and all relevant safeguarding checks.

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