Parent Liaison Assistant Manager / Manager

Job DescriptionReporting to the Group CMO and the School Principal, the Parent Liaison Manager will work closely with different stakeholders to market and build enrolment numbers and provide customer care to prospective and existing families. Essentially this position will be required to build strong and trusting relationships with internal and external stakeholders with a focus on building student numbers.Lead nurturingEnsure the PLO team captures all new enquiries (calls, email, online leads, walk-in’s etc.) in the CRM system from the date of receipt.Ensure the PLO team records all appropriate information into the CRM system and that all new enquiries are followed up by phone or email within one working day. Overseas phone calls can be made using the CRM.Ensure the PLO team emails the prospective parent the school tour confirmation detailsEnsure the PLO team contacts the prospect parent one day prior to re-confirm their appointment (email where necessary) and use the CRM calendar tool to do so.During tours, ensure that the PLs share learning stories, videos and documentation that makes learning visible as well as introduce a member of the academic team to provide a high quality experiencePost school tour; ensure the PLO team sends a post tour email within one working day after the school tour.Ensure the PLO team tracks and notes all comments within the CRM in a timely manner and updates the deal status.Ensure the PLO team follow-ups with all parents with a phone call after three days post tour. Use the ‘sequence’ tool and the ‘templates’ in the CRM to connect with families.Ensure the PLO team arranges any follow-up meetings i.e. with the principal, assessments etc. within one week post receipt of the applicationReview the status of all enquiries in the CRM (pre/post tour) and ensure that the PLEs are following up with their prospect parents.Enhance and update tour templates from time to time as well as learning stories for the PLO team to improve the school tour.Mentor the PLEs during school tours to ensure they are promoting the school in the right light i.e. curriculum, stories, facts etc.Regularly review the school tour process with the PLEs from start to end. Ensure a 5-star customer service to parents that displays professionalism, knowledge and empathy.Support families for student pass applications wherever required and facilitate this with with agents or parents directlyEngage in all induction courses and professional development sessions facilitated by HQEnsure that the data in the CRM is updated at all times to facilitate accurate reports and trendsTrain and induct new joiners and existing members of the PL team to use best practice in CX and use the tech tools effectivelyAdvocate for the EtonHouse learning pathway beyond pre-schoolEnsure that the school website has accurate and up-to-date informationProviding outstanding customer service that is personalised and in alignment with the organisation’s culture and values.Support all media and brand and marketing events and requestsUpdate the AI bot templates on a regular basis to keep them relevant and use campaigns from time to time to remarket and enhance conversionsBe responsible for your own PD by staying up-to-date with all platforms used by the PL teamHandle all admission and withdrawal processes and documentsMonitor and track student numbers, agent referrals, withdrawal dataOpen House/Weekly School ToursLead the organisation of open days from managing the RSVP list to organising the relevant groups, schedule of the day and follow up.Ensure the PLO team confirms attendance 2-3 days before the Open House. The team also follows up with a phone call.Allocate school tour groups for each school coordinatorBrief school coordinators as to the set-up for the open houseEnsure the school is clean/set-up ready for open house.Work with the kitchen to ensure food etc. is provided and setupFacilitate the content of the sharing by the principal and/or other members of the leadership teamPrepare materials and resources that are shared with familiesTrack, record and report data and conversion during open days