Enrolment Experience Specialist

Overview

Purpose The Enrolment Experience Specialist plays a key role in supporting to achieve the cluster enrolment targets by ensuring a seamless and professional admissions experience for all prospective and existing parents. This role is responsible for managing the end-to-end admissions process, maintaining accurate data and documentation, providing insights to Sales Operations Manager, and contributing to the achievement of enrolment targets across assigned schools through collaboration, communication, and attention to detail.

• Meet with prospective parents to explain the schools 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 schools programmes, values, and unique differentiators to effectively promote its strengths.
• 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 KPIs.
• 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 KPIs
• 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 KPIs.
• 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.

• Bachelor's degree in business, marketing, education, or related discipline.
• A minimum two years in a customer service focused role.
• Proven success with meeting sales targets is mandatory; ability to influence the team to deliver quality results and meet sales targets consistently is critical.
• Relationship management experience – able to build and influence professional relationships with peer groups as well as parental community.
• Effective communicator (written and spoken).
• Interpersonal skills, able to operate in a diverse environment.
• English Speaker with exceptional skills, both verbal and written
• Ability to multi-task and cope with peaks of demand
• Strong customer service and interpersonal skills
• Excellent organisational skills
• Must enjoy public contact and dealing with customers face-to-face
• Bi-lingual is an advantage

• English skills, both verbal and written
• English language proficiency emphasized
• Ability to multi-task and cope with peaks of demand
• Strong customer service and interpersonal skills
• Excellent organisational skills
• Must enjoy public contact and dealing with customers face-to-face
• Bi-lingual is an advantage

GEMS Education is committed to safeguarding and promoting the welfare of all of its students and staff. A UK-enhanced DBS or equivalent police check is a pre-requisite for all appointments.