Bcis Retention Manager

3 weeks ago

ภเกต, Thailand Berda Claude International School Phuket Full time

**JOB DESCRIPTION**

**Purpose of Role**

The Customer Experience Leader is responsible for leading and driving school retention (including the customer journey) process which links to the group re-enrolment processes in Malaysia.

This is a role reporting to the BCIS Head of School, 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 and improved customer journey experience for our families. This role works in close partnership with regional and school admissions & marketing colleagues. This is a role for someone who is a natural leader, performance-driven, and comfortable with using data strategically.

**Line manager**: Head of School

**Functional Reporting**: Regional Head of Admissions and Marketing

**Stakeholders**: Head of School, ALT, SLT, Marketing & Admissions, and ISP Regional Team

**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.

**Learn continuously**. Getting better is what drives us. We positively engage with personal and professional development and school improvement.

**Key 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.
- Ensuring that systems and culture are in place so that potential withdrawals are identified early and that there is full engagement with these families by appropriate internal stakeholders.
- To work with regional retention team to manage and lead the regional re-enrolment and retention campaign.
- Help 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 programme 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 regional and school team 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 Academic and 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 school customer experience programme and audit school processes after the admissions process is complete and deliver concierge level customer service to current families a

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