Job Description
Director of Parent Experience
Our Client
Our client is a leading educational institution committed to fostering a nurturing and inclusive environment for students and their families. With a strong emphasis on safeguarding and promoting the welfare of children and young people, they are dedicated to creating a supportive and engaging community for all stakeholders. They are now seeking a dynamic and experienced Director of Parent Experience to lead and enhance the parent journey, ensuring a seamless and confidence-building experience for families.
Job Responsibilities
As the Director of Parent Experience, you will play a pivotal role in shaping and delivering an exceptional parent experience. Your key responsibilities will include:
Parent Experience Leadership
- Overseeing the end-to-end parent experience across communication, engagement, and service interactions.
- Defining and monitoring parent-facing operational standards to ensure alignment with the school’s strategic goals.
- Identifying and addressing friction points to enhance parent trust and confidence.
Strategic Communications
- Leading the communications team to ensure clarity, consistency, and alignment in all parent communications.
- Providing strategic guidance on messaging, tone, and crisis communications.
- Ensuring adherence to brand guidelines and tone-of-voice standards.
Parent & Community Engagement
- Designing and delivering intentional parent engagement initiatives to foster belonging and advocacy.
- Strengthening parent ambassador, committee, and volunteer structures.
- Enhancing key lifecycle moments to reinforce connection and confidence.
Voice of Parent & Insight Integration
- Overseeing the collection and application of parent feedback to drive visible improvements.
- Translating insights into actionable strategies to enhance parent confidence and advocacy.
Cross-Functional Alignment
- Partnering with academic, operations, admissions, and marketing teams to ensure a coordinated parent journey.
- Championing innovation and alignment with regional frameworks and standards.
Leadership & Delivery
- Leading and developing the Communications and Community Engagement teams.
- Translating strategy into disciplined execution while managing resources and budgets effectively.
- Building a culture of experience-led thinking across the school.
Ideal Talent
The ideal candidate will bring a wealth of experience and expertise to this role, including:
- 10–12 years of senior-level experience in strategic communications, stakeholder engagement, or customer/community experience within complex organisations.
- Proven ability to design and improve stakeholder or customer journeys, translating insights into measurable outcomes.
- Strong executive presence with the ability to influence senior leaders and inspire teams.
- Advanced written and verbal communication skills, including expertise in audience segmentation and brand-aligned messaging.
- Demonstrated success in driving cross-functional alignment and embedding service standards.
- A degree in Communications, Public Relations, Marketing, Business, Hospitality, Customer Experience, or a related field (or equivalent professional experience).
- Familiarity with digital communication platforms and tools.
Day-to-Day
Your daily responsibilities will include:
- Leading and mentoring a team of communications and community engagement professionals.
- Collaborating with cross-functional teams to ensure a seamless parent journey.
- Monitoring and improving parent-facing operational standards and service quality.
- Developing and executing strategic communication plans.
- Engaging with parents and community members to foster trust and advocacy.
- Analysing parent feedback and implementing actionable improvements.
Benefits
- Competitive salary package.
- 25 working days of annual leave.
- Comprehensive medical insurance coverage.
- Generous sick and hospitalisation leave entitlements.
- Opportunities for professional growth and development.
- A collaborative and inclusive work environment.
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