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Description
Regional Head of Retention and Re-enrolment Role Profile Purpose of Role The Head of Retention and Re-Enrolment is a senior role responsible for leading and driving the retention (including the customer journey) process which links to the group re-enrolment processes that support ISP schools in India. This is a senior role, reporting to the Regional Managing Director - India, responsible for driving student retention and reducing leavers to meet ambitious targets. The role will support to meet the retention and re-enrolment targets and deliver improved customer journey experience for our families. This role works in close partnership with the Head of Admissions, Head of Marketing, School Principals, and school teams. This is a role for someone who is a natural leader, performance-driven, and comfortable with using data strategically to drive student retention. Based out of Bangalore/Hyderabad/Coimbatore ISP Principles Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding and Health & Safety issues and acting and following up on all concerns appropriately. Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others. Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community. Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools. Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement. Key Responsibilities Key Responsibility 1: Ensure that the defined retention and re-enrolment procedures and processes in schools are consistently implemented to maximise re-enrolments. Take ownership for and hold schools accountable for the agreed retention targets for individual schools and the region. Implement and enhance the retention procedures and processes in the region and ensure all schools have a consistent processes map that supports the ISP reporting framework. International Schools Partnership - General Document Ensure the procedures are clearly defined between the group CRM and MIS to efficiently manage and identify leavers and strategies to increase retention. Help schools to better understand ISP retention procedures and reporting through running workshops to troubleshoot issues and find solutions. Create a Retention and Enrolment regional action group to better evaluate and champion efficient retention and re-enrolment work across schools. This includes best practice sharing. Ensure schools meet retention targets by developing and implementing a structured and personalised approach to retaining existing families based on gathering the appropriate information and early identification of at-risk families with a thought-out action plan across each ISP school. Work with school retention champions to ensure that all withdrawal submissions are addressed in a personalised and timely manner to meet reporting frameworks. Develop a solution-based philosophy where possible withdrawal risks can be “turned around” for families that want to stay. Assess and create stakeholder surveys to support retention strategies that are aligned to identified areas of improvement. Ensure that schools implement ISP customer service and customer experience standards and conduct regular training for all new front facing staff as well as refresher training courses for existing staff. Ensure that a customer loyalty programme is in place and aligned with the customer loyalty programme created for the region. Evaluate all retention data for further reporting and adjusting strategy as needed including the Customer Journey map post-enrolment to ensure each school is focused on creating the best customer experience for all families. Conduct quality assurance and implement best practice on the retention policy in schools - linking this to withdrawal data. Develop re-enrolment process and build customer journey plans. Build processes and policies and ensure effective IT solutions with regard to complaints/feedback received. Key Responsibility 2: Ensure regions and schools work to re-enrolment systems and targets to provide accurate and timely data reporting. To ensure data hygiene in schools reporting function across retention, re-enrolment and withdrawals tracking and forecasting. To collate and consolidate accurate withdrawal data from schools for Regional reporting purposes with action plans. Help communicate, agree, and deliver school re-enrolment processes linked to retention targets. To craft, manage and lead the regional re-enrolment strategies to schools. Help schools understand the re-enrolment processes and reporting format and provide training for schools to ensure data consistency and accuracy. Ensure parents have an easy and well-communicated re-enrolment process. Link re-enrolment to KPI reporting ensuring accurate tracking and forecasting. To develop, improve and update the re-enrolment policy. To work closely with Head of Marketing to ensure consistency in effective messaging to support effective re-enrolment processes. Work with Head of IT to help establish a planned training programme by region on a retention and re-enrolment module within the groups IMS. Key Responsibility 3: Ensure a high level of support, communication, and customer experience both in working with schools and in how they are working within their communities. Liaise with the Campus Principals and Head of Admissions to support with customer journey and introduce incentive plans to support with retention targets. Manage and work with the Head of Marketing for fee increase journey for parents. Establish strong working relationships with regional team members, school Senior Leadership Teams and school retention and re-enrolment colleagues. Ensure school teams work closely with marketing and admissions teams to deliver and strengthen retention targets. Ensure that all senior leadership teams can identify and understand FAQs from current parents, update and summarise the most frequent objections from current parents with corresponding best responses to clearly articulate their school story and promises. Support and explore the customer experience programme and audit school processes after the admissions process is complete and support schools to deliver concierge level customer service to current families across all the main touchpoints including school front of house, tours, events, internal communications and more. Deliver retention workshops to ensure school teams are fully trained in processes, procedures, and their approach to supporting existing families. Encourage schools to develop both an attitude and practices that mean every member of staff is responsible for telling the story of the school above and beyond the marketing and admissions team. Work with schools to ensure continuous active engagement activities with feeder schools and local businesses and ensure that the schools are kept up to date and can maximise on ISP Group wide partnerships in India. Other Responsibilities As Assigned. Line Management: The Head of Retention and Re-Enrolment reports to the Regional Managing Director – India. Reporting to Postholder: Functional School Admissions teams (Matrix reporting) and Parent Liaison/ Relationship Manager (Matrix reporting) or Retention Manager within schools. Stakeholders Internal: Campus Principals, Head of Marketing, Head of Admissions, Head of Technology and School Admissions Leads. External: Parents. Skills, Qualifications And Experience Any degree with a postgraduate qualification in Sales & Marketing or related field. Minimum of 15 years of progressive experience in Re-enrolment, Customer Success, Admissions, Sales, or After-sales leadership roles—preferably within K-12, Higher Education, EdTech, Test Prep, or similar education-focused industries / Other B2B industries. Currently responsible for a region, with direct accountability for re-enrolment / retention / other related outcomes. International Schools Partnership - General Document Has handled volumes in excess of 10,000 Students / learners / B2B customers for at least 3 consecutive financial years. Demonstrated success in a distributed or matrixed organization—such as franchise, distributor, channel partner, or DSA sales ecosystems. Experience in managing mid-sized teams, including 5–7 direct reports and 20–25 indirect team members. Strong expertise in student retention, re-enrolment strategy, and learner lifecycle management. Analytical mindset with the ability to draw insights from data and deliver clear, actionable reports. Excellent communication skills in English (written and verbal); fluency in additional regional languages is a strong advantage. Prior experience working on Hubspot, iSAMS preferred. ISP Leadership Competencies You consistently demonstrate and role-model the ISP Leadership Competencies in all that you do. Collaboration. Takes an active part in leading their school or region; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues to solve problems and maximise opportunities. Learning & Getting Better. Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback; supporting others in their continual learning, development and growth. Innovation Leadership. Is good at creating an environment where ideas for learning initiatives and services are generated and is able to motivate and inspire others through the process of creation through to completion. Outcome driven. Can be counted on to find solutions. Is consistently looking to exceed goals and is focused on KPIs. Resilience. Can deal with setbacks and challenges calmly and effectively. Community Focus. Is committed to meeting and exceeding the needs and expectations of our students and their families. Integrity & Ethical Management. Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and Principles. Leading & Inspiring Others. Supports, encourages and inspires students, colleagues and teams so that they give their best. Understanding People. Is a very good judge of talent, can objectively articulate the strengths and motivations of people inside or outside the organisation. Influencing & Communication. Consistently informs, influences and inspires students, parents and colleagues through timely and effective communication. Agile. Responds and adapts to changing circumstances; manages and solves problems by providing solutions in a climate of ambiguity. Strategic, Commercial & Financial Awareness. Has the ability to apply understanding of the business and industry to improve effectiveness and profitability. Planning & Decision Making. Makes decisions on the best course of action and then plans, organises, prioritises and balances resources to achieve the desired outcome. Diversity & Equity. Has the sensitivity, awareness and skill to understand the values, behaviours, attitudes and practices across cultures that supports all children and adults to learn and work effectively. ISP Commitment to Safeguarding Principles ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All post holders are subject to appropriate vetting procedures and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history. ISP Commitment to Diversity, Inclusion and Belonging ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply. Show more Show less
