Senior Parent Relations Executive - Yasmina British Academy

Overview

Minimum Qualifications

• High School Certificate/Diploma or bachelor’s degree certificate

Minimum Experience

• 3 years’ experience in customer facing role in the region
• Experience in a school or education setting is preferred
• Previous experience in Marketing/Communication role is beneficial

Skills And Job Specific Knowledge

• Fluent English communication skills, written and oral. Proactive and effective two-way communication skills
• Attention to detail with diligent follow up, and able to execute in a timely manner
• Approachable, professional, calm and knowledgeable
• Interpersonal skills, able to operate in a multi-cultural environment.
• Computer literate, including all social media platforms.
• Attentiveness, able to listen effectively and ask questions
• A team player, willing to support colleagues to deliver results
• Willingness to learn and achieve results
• Embraces change in a positive and efficient manner
• Skilled in multi-tasking and handling pressure.
• Organizational ability, of self and others.
• Initiate effort and energy beyond the typical workday, where the tasks require additional commitment.
• What we offer
• Aldar Education is a family of world-class, child-centered, 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 leaders.
• We offer an attractive remuneration package including a range of benefits.
• Our future-focused learning model includes both students and staff, so we place a 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 encourage UAE Nationals in their application to our company.
• 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.

Main Duties

• Own and drive the overall customer experience strategy at the school level, ensuring alignment with Aldar Education CX vision and standards.
• Act as the CX lead within the school, embedding a customer-centric culture across all front-of-house and parent-facing teams.
• Lead and oversee the end-to-end parent journey, ensuring consistency, quality, and continuous improvement across all touchpoints.
• Serve as the escalation authority for complex and high-impact parent concerns, ensuring resolution within defined SLAs and maintaining parent trust.
• Drive retention and enrolment performance through strategic initiatives focused on parent engagement, satisfaction, and loyalty.
• Translate parent feedback and insights (NPS, complaints, surveys) into actionable improvement plans and track their implementation.

Customer Experience & Parent Journey

• Oversee and ensure all parent interactions (walk-ins, calls, emails, app) are delivered in line with defined standards
• Manage and track parent feedback, complaints, and compliments
• Identify recurring issues and implement improvements to enhance the parent experience.

Operations & Foh Management

• Supervise PREs and receptionists, ensuring consistent service standards across the school.
• Ensure the reception area is always presentable and efficient.
• Support call handling, ensuring adherence to communication protocols.
• Maintain accurate data in CRM (Salesforce) and SIS systems.

Marketing & Communications

• Support the execution of school marketing plans and campaigns.
• Manage social media platforms and ensure alignment with HQ guidelines.
• Contribute to newsletters, communications, and school publications.

Data, Reporting & Continuous Improvement

• Track and analise CX metrics
• Prepare regular reports and highlight key insights and gaps.
• Propose actionable improvements based on data and parent feedback.