Customer Experience and Success Manager

Job Summary

You will spearhead customer success strategies, retention initiatives, and feedback systems to improve satisfaction, loyalty, and brand trust.

Succes will be measured by retention and renewal rates, customer satisfaction, time-to-resolution, withdrawal rates and referral rates. These metrics are designed to be interlocking, yet holistic in the outcome that you will be expected to drive.

Key responsibilities

• Map and refine the end-to-end parent and student journey across onboarding, learning, feedback, and renewal stages.
• Establish clear service standards and escalation processes across all centres.
• Collaborate with marketing, centre ops, and academic teams to ensure consistent communication and tone across touchpoints.

• Analyse churn drivers and develop targeted “save” strategies (e.g. intervention SOPs, follow-up protocols).
• Partner with centre heads to manage at-risk students or families and develop personalised retention actions.
• Design and track loyalty programmes, referral incentives, and satisfaction initiatives.

• Design a system that can centralise contact for parent engagement and issue resolution.
• Build proactive success frameworks that anticipate needs before complaints arise.
• Train front-line staff in customer empathy, solution-based communication, and recovery handling.

• Lead data-driven feedback systems (NPS, withdrawal analytics, and renewal metrics).
• Synthesise insights into actionable reports for management and regular reviews.
• Work with product and curriculum teams to translate feedback into programme improvements.

• Align operations, academic, and marketing teams around shared service KPIs.
• Lead or support projects such as CRM upgrades, automation of feedback loops, or service recovery dashboards.
• Mentor junior service staff or other customer experience executives.

• At least 7 years’ experience in customer success, service excellence, or parent relations (preferably in education, hospitality, or service-driven sectors).
• Proven ability to lead retention and engagement initiatives with measurable results.
• Strong analytical ability; comfortable working with data to identify pain points and track improvements.
• Strong project management skills: ability to work cross-functionally, manage stakeholders and deliver initiatives on-time.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Familiarity with CRM, feedback tracking, or service desk tools (Salesforce, Freshdesk, Zendesk, etc.) preferred.