Enrolment Experience Specialist

Admissions & Parent Engagement

·       Meet with prospective parents to explain the school’s admission procedures, curriculum, fee structure, and GEMS services (Ambassador program, FAB Credit card, GEMS Rewards, etc).

·       Guide families through the entire admissions journey, ensuring a positive, transparent, and responsive experience.

·       Maintain up-to-date knowledge of assigned school’s programmes, values, and unique differentiators to effectively promote its strengths.

Pipeline Management & Conversion

·       Support Admissions officers manage admissions pipeline of leads and opportunities in alignment with established SLAs.

·       Ensure timely follow-up with all prospective families, maintaining consistent communication to support engagement and conversion.

·       Liaise closely with the SLT to secure prompt feedback on assessments and applications, maintaining a high conversion rate and quick turnaround time.

Achievement of retention targets in line with set KPI’s

Reporting & Analysis

·       Prepare and share timely reports with Sales Operations Manager, on enrolment progress, projections, and key performance indicators across assigned schools.

·       Provide insights on parent feedback and Lead Quality to Sales Operations Manager and Marketing Manager.

·       Share competitor insights regularly with the Sales Operations Manager and Principal to support informed decision-making and positioning strategies.

Achievement of performance management targets in line with set KPI’s

Market Awareness & Competitor Intelligence

·       Supports the Sales Operations Managers on the ground recourse by gathering information from parents and community interactions about competitors’ offerings, promotions, and reputation.

·       Share competitor insights regularly with the Sales Operations Manager and Principal to support informed decision-making and positioning strategies.

·       Conduct mystery visits to assigned schools to provide feedback aligned with the above.

Achievement of data quality improvement targets in line with set KPI’s

Retention & Cross-Sell

·       Support retention initiatives by identifying at-risk families early and escalating feedback to Sales Operation Manager and Principal (through NPS scores, TCs, Re-enrolment intentions).

·       Lead cross-sell opportunities by informing families about suitable sister schools and programmes within the cluster/GEMS network.