Senior Parent Relations Executive Aldar Academies

The Senior Parent Relation Executive plays a lead role in delivering and enhancing the parent experience at the school level. This role ensures high standards of customer service, drives retention and enrolment, and aligns school operations with Aldar Education s Customer Experience (CX) strategy.
The role also acts as a bridge between school operations and HQ, ensuring consistent implementation of CX standards, effective complaint resolution, and alignment across Admissions, Marketing, and Operations.

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.

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.

Specific Duties:

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.