Manager - Customer Relations - Aldar Education

Aldar Education is looking for an outstanding Manager - Customer Relations for our HQ office in Abu Dhabi.

As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery through to adult education.  We offer the broadest choice of curricula. In the largest number of locations in Abu Dhabi.

Starting with one school and 250 students in 2007, Aldar Education has grown into a highly sought after education provider, now supporting over 38,000 students in 31 schools and a growing network of almost 5000 educators, with over 100 nationalities, offering a wide range of curricula and ancillary services such as a Teacher Training Academy. 

Working collaboratively, our education network’s purpose is to empower the next generation to shape our future, directly supporting the educational goals of Abu Dhabi’s government. Today, Aldar Education’s efforts are guided by the Abu Dhabi Economic Vision 2030 plan, which aims to build a sustainable knowledge-based economy through premium education.

The Customer Relations Manager leads the delivery of exceptional customer service across all Aldar Education schools, including managing the HQ-based Customer Experience Hub. The role involves analyzing customer feedback to provide actionable insights for business planning, supporting enrolements and marketing strategies, and contributing to brand visibility, enrollment growth, and retention. This role also plays a key part in driving a customer-centric culture across the organization.

To provide professional leadership and management for the department in order to secure high quality teaching and learning, effective use of resources and improved standards of learning and achievement for all students.

Main Duties:

• Collaborate with the Associate Director – CX & Strategy to develop and implement sales and retention strategies that support student enrolment targets and enhance brand visibility
• Ensure the consistent delivery of exceptional customer service across all Aldar Education schools.
• Lead the resolution of escalated customer issues by leveraging deep product and service knowledge.
• Oversee the operations of the HQ Experience Hub and call center, optimizing performance to support enrolment growth and customer loyalty.
• Build and maintain strategic relationships with feeder nurseries, schools, and corporate partners to support enrolment objectives.
• Partner with Marketing & Enrolments teams to inform customer outreach initiatives and conduct market analysis to enhance CX strategies.
• Monitor and assess customer feedback and service performance metrics to identify improvement opportunities.
• Champion a customer-centric culture across the organization, ensuring that CX best practices are embedded in all touchpoints.

Managing the Customer Service Process:

• Oversight of the school based PREs, including their onboarding, regular management meetings and performance development
• In charge of the customer service in all schools including complaints management, branding, enquiry conversion.
• Enabling the FOH team to be customer-centric and provide an amazing experience and doing so by keeping them accountable and removing roadblocks.
• Deliver frequent training sessions to Parent Relations & Front of House team to ensure standardized approach to CX delivery and customer support
• Measuring and reporting to other stakeholders regarding the efforts and successes of the customer service department
• Ensure optimization of the CX experience across all touchpoints (digital, in school, HQ…) in partnership with the Head of CX.
• Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback.
• Providing insights from customer data to the marketing and sales departments to continue growing the organization and reducing churn.
• Develop SOPs, toolkits for customer service and complaints management and escalation.
• Oversight of the school based PREs, including their onboarding, regular management meetings and performance development
• In charge of the customer service in all schools including complaints management, branding, enquiry conversion.
• Enabling the FOH team to be customer-centric and provide an amazing experience and doing so by keeping them accountable and removing roadblocks.
• Deliver frequent training sessions to Parent Relations & Front of House team to ensure standardized approach to CX delivery and customer support
• Measuring and reporting to other stakeholders regarding the efforts and successes of the customer service department
• Ensure optimization of the CX experience across all touchpoints (digital, in school, HQ…) in partnership with the Head of CX.
• Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback.
• Providing insights from customer data to the marketing and sales departments to continue growing the organization and reducing churn.
• Develop SOPs, toolkits for customer service and complaints management and escalation

Market Outreach:

• Develop partnerships with key stakeholders (companies, organizations…) to increase school’s visibility in the UAE market and other overseas locations as and where required.
• Attend educational roadshows and key events to drive awareness and lead generation in UAE and other overseas locations as and where required.
• Develop the pipeline for new business coming into the community to ensure enrolment at Aldar Education.
• Organize, implement, and perform all levels of prospecting, proposal development and presentation, contract agreement details, and customer relations follow up in a team environment as a direct representative of ALDAR.
• Undertake regular surveys of new parent views on enrolment process and other subjects of relevance. Collate responses and produce analysis with recommendations.
• Coordinate promotional events targeting new parents and corporate companies to promote Aldar Education.
• Develop and maintain strong partnerships with feeder nurseries and schools, both within and outside of the Aldar network
• Other responsibilities as reasonable expected

Minimum Qualifications    
•    Bachelor’s degree in marketing, communications, business operations or any other relevant field is required.

Minimum Experience    

• A minimum of 3 years of experience in a similar role in the region
• Marketing, Communications or Customer Experience Management experience is required.
• Experience in the Education sector is preferred

Job Specific Knowledge & Skills    

• Fluent English communication skills, written and oral.
• Passion for Marketing
• Strong analytical and project management skills.
• Confident and dynamic personality.
• Strong creative outlook.
• Ability to work independently and on own initiative.
• Strong interpersonal skills to be able to work well in a multi-cultural environment.
• Computer literacy
• Fluency in Arabic is preferable

What We Offer:

This job description is not all inclusive. Aldar Education reserves the right to amend this job description at any time. We are an equal opportunity employer, committed to a diverse and inclusive work environment. We are also mindful of our national development strategy and encourage UAE Nationals in their application at our company.

Aldar Education is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Offers of appointment are subject to satisfactory references and police clearance