Senior Manager, Customer Experience

Reporting to the Assistant Director, Customer Experience, we’re looking for a Senior Manager, Customer Experience & Systems to be the key person to lead the various systems used by Business Operations Dept.  This is a strategic leadership role where you’ll optimise our systems to drive enrolment growth and create seamless customer experiences.

Job Responsibilities:

• Own and manage customer-facing systems enrolment platforms, school management platforms, CRM tools, and communication platforms
• Work with cross-functional teams (Business Ops Leads, Marketing, Business Units, HR, Tech, etc.) to ensure alignment of sales strategies with broader business goals.
• Communicate and implement changes to sales strategies, processes, or policies effectively, ensuring smooth adoption across teams.
• Partner with IT and vendors to ensure systems are intuitive, reliable, and effectively meet the needs of both staff and families.
• Champion the use of digital tools to streamline onboarding, scheduling, billing, and communication processes.
• Develop and deliver sales enablement initiatives, including training, tools, and resources to enhance team performance.
• Oversee the implementation, management, and optimisation of CRM and enrolment systems (e.g., HubSpot, SN2).

Job Requirements:

• 10 years’ experience in sales, enrolment, or customer experience, with at least 3 years in management.
• Strong leadership and interpersonal skills.
• Hands-on experience with CRM platforms (HubSpot experience serves as an added advantage).
• Strategic thinker with strong analytical and problem-solving skills.
• Excellent communicator who can influence and collaborate across teams.
• Able to work independently with minimal supervision.