Parent Relationship Manager

This is a remote position. About Naijatutors KonnectNaijatutors Konnect is a leading education services platform connecting learners and parents with exceptional Nigerian tutors. We deliver high-quality learning experiences supported by structured operations, premium parent support, and data-driven practices.We are seeking a Parent Relationship Manager to strengthen parent satisfaction, deepen trust, and drive long-term retention — including leading all win-back initiatives for parents who pause or withdraw. Role Overview The Head of Parent Relationship Management oversees all parent-facing interactions and ensures a seamless, warm, and premium parent experience. The role combines relationship building, parent engagement, academic collaboration, issue resolution, and full ownership of the win-back and retention strategy. Key Responsibilities 1. Own the Parent Journey End-to-End — Including Win-Back Lead the full parent lifecycle from onboarding through renewal. Guarantee a consistent, premium parent experience across all touchpoints. Own the full win-back function: design and lead strategies to recover paused or withdrawn parents with personalised outreach, recovery plans, and structured follow-up. Ensure smooth handoffs between onboarding, tutors, client support, and the learning team. 2. Relationship Management, Check-Ins, Renewals & Win-Back Run a structured parent engagement rhythm, including: Scheduled check-ins Progress conversations Renewal readiness reviews Issue follow-ups Lead Naijatutors’ parent win-back program, ensuring timely outreach, tailored interventions, and effective service recovery actions. 3. Leadership & Team Enablement Provide strong leadership across all parent-facing units. Set goals, run daily stand-ups, and hold weekly performance reviews. Ensure adequate coverage across shifts to support parents in multiple time zones. Coach team members on empathy, communication tone, service recovery, renewal skills, and win-back best practices. 4. Communication Excellence Maintain warm, empathetic, culturally aligned communication standards across all channels. Oversee messaging templates and parent communications for clarity, tone, and accuracy. Ensure timely updates to parents regarding schedules, progress, tutor changes, and issue resolutions. Ideal Candidate High emotional intelligence and strong parent diplomacy Excellent communication skills (spoken and written) Proven leadership and team management experience Experience with retention, customer success, or parent engagement Data-aware and confident using insights to guide decisions Calm, solution-oriented, and able to manage sensitive parent situations Background in education, edtech, or service delivery is an advantage RequirementsBachelor’s degree in Education, Communications, Psychology, or a related field (preferred). 3–5 years of experience in customer success, retention, client relations, or school parent engagement roles. Proven experience recovering dissatisfied clients or winning back withdrawn parents/customers. Strong emotional intelligence with the ability to manage sensitive and emotional conversations calmly. Excellent verbal and written communication, especially phone-based communication. Conflict resolution, persuasion, and negotiation skills. Ability to analyse client history and identify root causes behind parent disengagement. Strong follow-up discipline and ability to manage multiple cases. Familiarity with CRM systems and accurate documentation practices. Ability to interpret basic academic progress indicators and communicate them clearly to parents. Warm, empathetic, parent-friendly communication style that aligns with Naijatutors Konnect’s brand. Ability to work flexible shifts to support parents in multiple time zones. High level of professionalism, confidentiality, and sound judgment. Benefits ₦250,000 base monthly salary with annual performance bonuses 15 working days annual leave Opportunity to lead and shape operations in a fast-growing education technology company. A dynamic, collaborative, and innovative work culture. Career growth opportunities and professional development support.