Customer Experience Lead

Purpose of Role

The Customer Experience Lead is responsible for leading and driving the school retention (including the customer journey) process.  

This is a mid-management role, reporting to the Campus Principal, responsible for driving student retention and reducing leavers to meet ambitious targets. The role will support to meet the retention and re-enrolment targets and deliver an improved customer journey experience for our families. This role works in close partnership with Regional Head of Retention & Re-enrolment, School Head of Admissions, Marketing, and school teams. This is a role for someone who is a natural leader, performance-driven, and comfortable with using data strategically.  

Our ideal candidate is a professional with demonstrable experience in customer experience, family engagement, student recruitment, enrolment, and retention (ideally in the commercial education sector).  You must have excellent communication skills in English.  The ability to speak Mandarin will be an added advantage.

Tenby Schools Penang, which hosts both an International and a Malaysian National school, is a premier campus on the island of Penang, located in the prestigious neighbourhood of Tanjung Bungah, just outside George Town.

With a new 75,000 sq. ft. STEAM facility set to open in April 2024, the school community has embarked on a new approach to education pillared on the progressive learning approach of STEAM - Science, Technology, Engineering, the Arts and Mathematics.  You can be part of this exciting journey which is aimed at ensuring our students grow at the pace of change!

Powering its new STEAM focus is an educational philosophy that has been proven around the world - Amazing Learning. Amazing Learning is about persisting through challenges and achieving breakthroughs. 

Find out more about our school on our website (tenby.edu.my/penang) and social media sites.

International Schools Partnership (ISP) Malaysia 

 Asia Pacific Schools, Tenby Schools and Straits Schools are a group of International and Malaysian private schools in Malaysia (wholly owned by the International Schools Partnership), offering both IGCSE & A-Levels and the Malaysian Sekolah curriculum. ISP Malaysia has a 60-year history in the country providing education to students from 3 to 18 years of age. It has gained a reputation for excellence and high standards in education. 

 ISP schools Malaysia follows both the international school curriculum comprising K12, IGCSE and A-levels (9 schools), starting at kindergarten level, while there are five schools that follow the Malaysian National Curriculum. While the national and international schools and classrooms are separated, facilities and non-curricular activities are shared between the schools. Students at ISP Malaysia schools enjoy high-levels of learning opportunity and achieve excellent results in UPSR, SPM and IGCSE and A-Level. 

Key Benefits

• A culture of engagement and trust, where staff contributions are recognised and valued.
• A passionate and motivated team of professionals who put children at the heart of decision-making.
• An embedded commitment to professional development and employee well-being.  
• Access to expertise, best practice sharing and learning opportunities across countries and cultures. 
• Competitive remuneration.
• Fee discount for children of employees. 
• Personal accident insurance coverage, Medical outpatient benefits and hospitalisation and surgical benefits.

ISP Principles

• Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding issues and acting and following up on all concerns appropriately.
• Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others.
• Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.
• Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement.

For more information visit  http://www.internationalschoolspartnership.com

Key Responsibilities 

Main Responsibilities  

Key Responsibility 1: Ensure that the defined retention and re-enrolment procedures and processes are consistently implemented to maximise re-enrolments: 

• Take ownership in leading initiatives to meet the agreed retention targets. 
• Implement and enhance the retention procedures in school and ensure a consistent process is followed through to support the ISP reporting framework.  
• To work with the regional retention team to manage and lead the regional re-enrolment and retention campaign.  
• Help the school team to better understand ISP retention procedures and reporting through effective communication and collaboration to identify issues and find solutions. 
• Implement a structured and personalised approach to retaining existing families based on gathering the appropriate information and early identification of at-risk families with a clearly thought-out action plan. 
• Develop a solution-based philosophy where possible withdrawal risks can be “turned around” as families that want to stay. 
• Administer agreed stakeholder surveys, customer loyalty programmes and any other regionally agreed strategies to support retention strategies that are aligned with identified areas of improvement. 
• Deliver an ISP customer service and customer experience standards at all times. 
• Evaluate all retention data for further reporting and adjusting strategy as needed including the Customer Journey map post enrolment to create the best customer experience for all families. 

Key Responsibility 2: Ensure re-enrolment systems and processes are in place to provide accurate and timely data reporting: 

• Work with the regional and school teams to execute school re-enrolment processes linked to retention targets. 
• Understand the re-enrolment process and reporting format to ensure data consistency for the purpose of KPI reporting. 
• Ensure data processing procedures are clearly defined between the group CRM and MIS to efficiently manage and identify leavers and strategies to increase retention.  
• To develop, improve and execute school re-enrolment policy. 
• Ensure that all withdrawal submissions are addressed in a personalised and timely manner to meet reporting frameworks.  

Key Responsibility 3: Ensure a high level of support, communication, and customer experience within the communities: 

• Establish strong working relationships with regional team members, school Senior Leadership Teams and school retention and re-enrolment colleagues. 
• Work closely with marketing and admissions teams to deliver retention targets. 
• To work closely with Head of Marketing to ensure consistent and effective messaging that supports effective re-enrolment.  
• Ensure parents have an easy and well communicated re-enrolment process. 
• Ensure that all senior leadership teams can identify and understand FAQs from current parents, update and summarise the most frequent objections from current parents with corresponding best responses, and clearly articulate school story and promises. 
• Support and explore the school customer experience programme and audit school processes after the admissions process is complete to ensure we deliver concierge level customer service to current families across all the main touchpoints including school front of house, tours, events, internal communications and more. 
• Work with the relevant school team to develop both an attitude and practices that ensure every staff member is taking an equal responsibility in telling the story of the school and not just the members of the marketing and admissions team. 
• Provide ad-hoc support to the Head of Marketing during the organisation and hosting of school marketing events. 

Stakeholders: 

Internal:  Regional Head of Retention & Re-enrolment, Regional Retention Team, Campus Principals; Head of Marketing; School Admissions leaders; and respective Heads of International and National Schools

External: Parents

Line Management:  

Reporting to Postholder: None  

ISP Leadership Competencies

You consistently demonstrate and role-model the ISP Leadership Competencies in all that you do. 

1. Collaboration. Takes an active part in leading their school or region; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues to solve problems and maximise opportunities.
2. Learning & Getting Better. Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback; supporting others in their continual learning, development and growth.
3. Innovation Leadership. Is good at creating an environment where ideas for learning initiatives and services are generated and is able to motivate and inspire others through the process of creation through to completion.
4. Outcome driven. Can be counted on to find solutions. Is consistently looking to exceed goals and is focused on KPIs.
5. Resilience. Can deal with setbacks and challenges calmly and effectively.
6. Community Focus. Is committed to meeting and exceeding the needs and expectations of our students and their families.
7. Integrity & Ethical Management. Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and Principles.
8. Leading & Inspiring Others. Supports, encourages and inspires students, colleagues and teams so that they give their best.
9. Understanding People. Is a very good judge of talent, can objectively articulate the strengths and motivations of people inside or outside the organization.
10. Influencing & Communication. Consistently informs, influences and inspires students, parents and colleagues through timely and effective communication.
11. Agile. Responds and adapts to changing circumstances; manages and solves problems by providing solutions in a climate of ambiguity.
12. Strategic, Commercial & Financial Awareness. Has the ability to apply understanding of the business and industry to improve effectiveness and profitability.
13. Planning & Decision Making. Makes decisions on the best course of action and then plans, organises, prioritises and balances resources to achieve the desired outcome.
14. Diversity & Equity. Has the sensitivity, awareness and skill to understand the values, behaviours, attitudes and practices across cultures that supports all children and adults to learn and work effectively.

ISP Commitment to Safeguarding Principles

ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

All post holders are subject to appropriate vetting procedures, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history. 

ISP Commitment to Diversity, Equity, Inclusion, and Belonging

ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.