Parent Experience Lead

About the Role

Aldar Education is seeking a dedicated Parent Experience Lead to join one of our prestigious schools in Abu Dhabi. This role focuses on delivering personalised, high-quality service by establishing strong, trust-based relationships with parents and acting as their main point of contact. The candidate will ensure all inquiries and concerns are managed with professionalism, confidentiality, and efficiency while collaborating closely with school leadership to enhance the overall parent experience.

Responsibilities

• Serve as the primary contact for families needing enhanced and personalised support to provide a seamless parent journey.
• Build enduring relationships with parents by providing proactive advice and acting as an intermediary between families, school management, and operational teams.
• Assist the Principal and Senior Leadership Team in handling sensitive parent issues with timely communication and discretion.
• Address complex parent queries and concerns by coordinating across departments for prompt and thorough resolution.
• Analyze parent feedback to spot trends and propose service improvements to boost satisfaction and retention.
• Prepare regular reports on parent engagement and service delivery for senior leadership.
• Facilitate meetings and interactions with key parent groups, ensuring personalised and professional engagement.
• Maintain consistent, professional communication with parents, addressing inquiries promptly and effectively.
• Support the crafting and dissemination of high-quality communications to keep families informed and involved.
• Organize parent-focused events, workshops, and initiatives to strengthen family-school connections.
• Collaborate with Admissions to provide prospective families with a personalised and welcoming experience throughout their journey.
• Partner with the Front of House team to uphold superior standards of service for parents and visitors.
• Provide additional assistance during peak times, key events, and significant parent meetings to ensure a flawless experience.
• Promote ongoing service quality improvement across all parent-facing points.
• Drive a culture of exceptional customer service and parent engagement within the school.
• Identify and act on opportunities to elevate the parent experience through better communication and service delivery.
• Ensure all parent interactions comply with school policies, confidentiality, and safeguarding requirements.

Qualifications and Experience

• Bachelor's degree or equivalent qualification required.
• Professional certification in hospitality, hotel management, customer service, or related areas is preferred.
• Three to five years minimum in a premium-facing customer relationship, hospitality, or similar role.
• Previous experience in luxury hotel, concierge, guest relations, customer success, or high-end service environments is advantageous.
• Experience in an educational setting is beneficial.
• Prior involvement supporting senior stakeholders or managing prominent client relationships is desirable.

Skills and Competencies

• Fluency in English and Arabic with excellent verbal and written communication skills.
• Outstanding customer service aptitude and relationship management abilities, able to foster trust with families and stakeholders.
• Highly professional, discreet, and confident handling sensitive or complex matters.
• Excellent interpersonal skills to connect effectively with senior leadership, parents, and culturally diverse external stakeholders.
• Strong organizational skills with capability to juggle multiple priorities while maintaining careful attention to detail.
• Calm, proactive, solution-oriented approach even under pressure.
• Effective influencing and problem-solving skills for collaborative issue resolution.
• Proficient with Microsoft Office and CRM or school information management systems.
• Team-oriented with a passion for delivering outstanding parent experiences.
• Adaptable, flexible, and dedicated to continuous improvement.

Additional Information

Aldar Education prides itself on being a family of innovative, child-centered schools across the UAE, committed to attracting and nurturing exceptional professionals. We offer a competitive salary, comprehensive benefits, and excellent career development opportunities, alongside a culture encouraging collaboration, coaching, and contribution to strategic initiatives.

This role requires adherence to safeguarding policies; hiring depends on satisfactory references, police clearance, and relevant checks. Aldar Education is an equal opportunity employer promoting diversity and inclusion and encourages UAE Nationals to apply.