Admissions and Parent Experience Manager

Downe House Riyadh

The Admissions and Parent Experience Manager leads the full parent journey from first enquiry to enrolment and beyond. The post holder ensures a smooth admissions process, delivers exceptional customer service, and supports a strong, engaged, and connected parent community.

You will play a key role in shaping family experiences, supporting retention, and contributing to the school s continued growth.

Key Responsibilities

Customer Service Excellence

• Lead initiatives to enhance parent satisfaction and strengthen the school s reputation for exceptional service.
• Promote a customer-first culture across all parent touchpoints.
• Manage and support the front-of-house reception team, ensuring high standards and continuous improvement.
• Facilitate parent-facing events that build community and deepen family engagement.

Admissions Process Management

• Deliver a seamless and efficient admissions journey, maintaining strong conversion rates.
• Support the implementation of processes such as onboarding, withdrawal, and communication calendars.
• Oversee the withdrawal process with sensitivity, completing exit interviews to gather feedback.

Organic Growth & Retention

• Support analysis of admissions and retention KPIs; contribute to strategies that exceed growth targets.
• Implement and refine retention initiatives using feedback and performance data.
• Build strong relationships with families and act as a brand ambassador online and offline.
• Coordinate with finance, operations, academic teams and Heads of Section to elevate the family experience.
• Manage re-enrolment processes and transition events.

In-School Touchpoints

• Serve as the primary contact for visiting parents ensuring a warm, professional welcome.
• Manage visitor logistics in line with safeguarding protocols.
• Address parent queries promptly and empathetically.

Event Management

• Lead planning and delivery of parent-facing events (e.g., Open Days, onboarding sessions, community events).
• Ensure strong coordination with admissions, academic staff and operations.
• Track engagement and feedback following events.

School Tours

• Design and maintain an engaging campus tour route showcasing school strengths.
• Conduct tours for prospective families with confidence and extensive knowledge.
• Train and support staff involved in tour delivery.

Content Capture

• Coordinate photos, videos and quotes from events and school life for communications.
• Ensure all consent and safeguarding protocols are followed.

Assessments & Interviews

• Coordinate logistics for student assessments and interviews.
• Communicate clearly with families throughout the process.
• Support academic teams to ensure smooth delivery.

Parent Surveys

• Distribute surveys according to the school s parent engagement calendar.
• Support follow-ups and contribute to initial analysis.

Daily Parent Experience

• Maintain excellence in day-to-day parent interactions at reception and across campus.
• Support parents informally during drop-offs, pick-ups and events.
• Foster a warm and welcoming atmosphere.

Parent Community Building

• Support Parent Associations or Ambassador groups.
• Assist in organising informal parent gatherings and interest-based groups.
• Promote inclusivity and cultural sensitivity.

Communications

• Regular Communication
  • Support newsletters, updates and weekly bulletins in alignment with school tone and branding.
• Reactive Communication
  • Respond promptly and professionally to parent queries.
  • Escalate concerns appropriately, ensuring transparency and care.
  • Track FAQs to support proactive messaging.

Safeguarding and Ethical Practice

• Uphold the highest standards of child safeguarding in all parent-facing interactions.
• Follow campus access protocols and collaborate with the Designated Safeguarding Lead (DSL).
• Report concerns as per school procedures.
• Participate in safeguarding training and promote a respectful, inclusive environment.