Customer Journey & Parent Engagement (Education)

A leading education group is seeking a Group Parent Experience Partner to lead the transformation of parent engagement and customer journey excellence across its school network in Kuala Lumpur. You'll design and optimise end-to-end parent experiences, collaborate with school leaders and technical teams, and implement CRM-enabled solutions that enhance service quality, engagement, and operational consistency across the parent lifecycle.

What you'll do:

This role is based in Kuala Lumpur within a prominent education group’s commercial function, you will be entrusted with designing the roadmap for parent experience excellence. Your day-to-day responsibilities will involve leading pilot projects that enhance every stage of the family journey—from initial enquiry through onboarding to ongoing communications. You will work hand-in-hand with school leaders across admissions, communications, academic services and more to identify pain points in current processes. By developing blueprints for improved workflows and collaborating with technical teams on CRM integration (especially Salesforce), you’ll ensure that new solutions are both scalable and practical. Your role is highly collaborative: you’ll facilitate best practice sharing among schools while supporting training efforts so that every team member can deliver empathetic service. Success in this position means not only improving measurable outcomes like enrolment conversion or retention but also elevating brand perception through consistent storytelling. The ideal candidate thrives on connecting insights to action—turning strategy into hands-on support—and enjoys building relationships across functions to create a truly communal approach to parent engagement.

• Lead or support pilot initiatives focused on enhancing parent experience such as lead nurturing automation, admissions engagement agents, onboarding improvements, re-enrolment communications, CRM process enhancements, case management, and targeted communication upgrades.
• Develop comprehensive blueprints for parent experience journeys including customer service codes, workflows, templates, and guidance documents that empower schools to deliver consistent high-quality interactions.
• Work collaboratively with school and country stakeholders—Registrars, Parent Relations/Experience teams, School Communications teams, Admissions staff, Academic and Service leaders—to align content strategies and validate workflow improvements.
• Own the process design roadmap for parent experience by defining priority journeys, identifying opportunities for improvement, establishing business requirements and decision rules, mapping data needs, and planning phased implementation across multiple schools and countries.
• Partner with technical teams and Salesforce specialists to translate optimised parent experience processes into CRM workflows, automation logic, user journeys, reporting requirements, and system specifications for effective rollout.
• Utilise insight and data analytics to strengthen parent engagement by helping define indicators for identifying high-intent families, promoters or detractors, retention risks, and opportunities for enhanced experience.
• Facilitate best practice sharing across the network by documenting effective approaches, supporting training initiatives, and enabling school-based teams to adopt stronger standards for parent engagement and service delivery.
• Contribute to brand perception outcomes by ensuring that parent experience strategies are aligned with each school’s value proposition through credible storytelling and consistent messaging.
• Drive cross-functional alignment between group-level leadership and school teams on parent-facing processes to foster communal standards of service quality.
• Document practical tools and resources that can be applied consistently across the network to improve engagement outcomes.

What you bring:

To excel in this function based in Kuala Lumpur you will bring deep expertise in customer journey transformation—ideally gained from roles focused on service design or operations within complex environments. Your interpersonal skills are second-to-none: you know how to connect empathetically with families while also collaborating effectively across departments such as admissions or IT. You have demonstrated success turning strategic vision into operational reality—whether it’s mapping out new workflows or integrating CRM solutions like Salesforce. Your project management abilities allow you to handle multiple initiatives at once without losing sight of key outcomes such as improved retention or brand perception. Communication is your forte: you craft messages that resonate warmly with parents while providing clear guidance for staff adoption. Above all you are committed to communal progress—sharing knowledge generously so that every school benefits from stronger standards of engagement.

• A strong background in customer experience management or service design within a service-led environment; education industry exposure is advantageous but not essential if you have proven expertise in transforming customer-facing experiences.
• Demonstrated ability to map customer journeys effectively—identifying pain points using data-driven insights—and translating these into actionable workflows or communication improvements.
• Proven track record of converting customer experience strategies into optimised business processes including journey maps, operating workflows, CRM-enabled automation (Salesforce experience highly desirable), reporting requirements and implementation plans.
• Experience working cross-functionally within matrix organisations—building consensus among diverse stakeholder groups such as admissions leaders or technical teams.
• Comfortable balancing strategic blueprinting with hands-on execution support; able to move seamlessly from planning stages to practical implementation.
• Exceptional written and verbal communication skills; adept at shaping empathetic content for parents as well as clear guidance for staff members.
• Strong project management capabilities; able to juggle multiple workstreams simultaneously while maintaining focus on outcomes.
• Highly collaborative mindset; practical approach combined with organisational skills ensures successful delivery of pilot initiatives within agreed timelines.
• Ability to use insight-driven analytics for strengthening engagement—defining indicators for high-intent families or retention risks—and implementing interventions accordingly.
• Experience facilitating best practice sharing through documentation or training support; committed to communal improvement across networks.

What sets this company apart:

This education group stands out for its unwavering commitment to delivering exceptional experiences for families throughout their educational journey. With a culture rooted in collaboration across group-level leadership and individual schools alike you’ll find yourself supported by knowledgeable colleagues who share your passion for positive impact. The organisation values empathy as much as execution—ensuring that every initiative is grounded in understanding what matters most to parents while driving measurable improvements in service quality. Flexible working opportunities are available thanks to a hybrid model which allows you to balance office presence with remote collaboration. Training opportunities abound: whether it’s learning new CRM techniques or participating in best practice workshops you’ll have access to resources that help you grow professionally. The company’s dedication to communal improvement means your contributions will be recognised not just locally but across its entire network—making this an ideal environment for those who thrive on shared success.

What's next:

If you’re ready to help shape the future of parent engagement in education apply now—you could be the difference-maker families are waiting for!

Apply today by clicking on the link provided.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C