Key Duties and Responsibilities:
1. Parent & Student Engagement
- Maintain clear, professional communication with parents and students regarding class schedules, updates, and changes
- Address parent enquiries and concerns in a timely and solution-oriented manner
- Build strong, positive relationships with families to enhance engagement and retention
2. Student Retention & Renewal Strategy
- Proactively lead efforts to maximise student renewals by coaching REs on parent engagement best practices
- Review student and parent feedback, identify potential drop-off risks, and implement timely intervention plans
- Collaborate with academic and operations teams to ensure a smooth and consistent learning experience
3. Team Leadership & Performance Management
- Lead and mentor the team of REs, providing onboarding, continuous training, and day-to-day guidance
- Monitor individual and team KPIs including renewal rate, service quality, and parent satisfaction
- Conduct regular 1-on-1s, performance reviews, and feedback sessions to drive growth and accountability
4. Data Strategy & Operational Insights
- Monitor and analyse key metrics across student attendance, class engagement, renewals, and parent satisfaction
- Identify trends, root causes, and performance gaps; propose and implement data-driven improvements
- Maintain accurate and timely data in CRM systems and trackers; generate regular reporting for internal review and decision-making
5. Centre Operations & Class Management
- Oversee daily centre readiness, ensuring cleanliness, organisation, and alignment with SOPs
- Support teachers with courseware preparation, class scheduling, and coordination of trial or replacement classes
- Ensure accurate tracking of student attendance and participation
6. Activity Planning & Event Support
- Lead the planning and execution of centre events such as open houses, parent engagement sessions, and internal promotions
- Coordinate manpower, materials, and communication needs across teams to ensure smooth delivery
- Actively contribute to creating a warm, engaging, and professional centre experience for visitors and students
7. High-Traffic Period & Crisis Management
- Manage centre priorities and resource distribution during peak periods (e.g. term starts, holidays, large events)
- Respond calmly and effectively to urgent issues, last-minute schedule changes, or parent escalations
8. Cross-Functional Collaboration
- Work closely with Academic, Sales, and HQ Operations teams to align processes, timelines, and messaging
- Serve as the communication bridge between centre staff and leadership, raising insights and advocating for centre needs
- Contribute to continuous improvement of internal systems and workflow integration
Requirements:
- Bachelor’s degree or higher, preferably in Data Analytics, Business Management, Educational Administration, Psychology, or Statistics
- At least 5 years of full-time work experience, with a minimum of 2 years in team leadership or operational management roles
- Strong data analysis skills with the ability to monitor and interpret multi-dimensional operational data — such as student attendance, renewals, academic performance, and parent feedback
- Capable of identifying root causes, spotting trends, and using data to drive problem-solving and decision-making across teams
- Proficient in Excel and Google Sheets, with working knowledge of data visualization tools such as Looker Studio, Tableau, or Power BI preferred
- Familiar with CRM systems and able to maintain accurate and timely records of parent/student information and performance tracking
- Excellent communication and interpersonal skills, able to collaborate clearly and effectively with parents, academic staff, and internal teams
- Positive, proactive mindset with strong problem-solving and stress management abilities
- Willingness to work during peak periods (e.g. enrolment seasons, term starts, parent consultation days), including occasional weekends or evening shifts
- Candidates with prior experience in educational centre operations or customer service will be prioritised.
Working Days/Hours: 3 Weekdays 2 Weekend - 1230pm - 9pm (Monday to Friday), Sat/Sun (830am - 630pm)
Location: United Square/Century Square/Bishan Junction 8