位于上海市, c23的 20 个优质head of customer experience职位（正在招聘！）

Dehong believes that each employee makes a significant contribution to our success and that the assigned responsibilities should not limit contributions.
Therefore, this job description is designed to outline primary responsibilities but not limit the employee or Dehong to only the work identified. It is the expectation of the school that each employee will offer their services wherever and whenever necessary to ensure the success of our organisation.

Our School

Dehong Shanghai International Chinese School is the first Dehong school in China, located in Minhang District. It opened in September 2017 and now has over 1,000 students across its Elementary and Secondary Schools.

In 2023, the school expanded into its newly built Phase II campus, featuring first-class facilities. These include collaborative learning areas as well as dedicated spaces for the performing arts, sports, STEAM, and innovation. The expansion enables Dehong Shanghai to grow into a school for 1,500 students, with boarding capacity for more than 900 students on campus.

Job Description

Key duties and responsibilities:

Supervise the daily operations of the admissions team, ensuring a seamless, high-quality journey for prospective families from initial enquiry through to enrolment and onboarding.
Act as the primary escalation point for complex cases, supporting Admissions Officers to resolve issues and convert qualified leads.
Drive team performance against lead generation and conversion targets, working closely with the Head of Admissions and Marketing team.

Manage admissions systems, data accuracy, and reporting to provide actionable insights for enrolment forecasting and strategy adjustment.

Team Supervision & Development

Supervise and support Admissions Officers, providing coaching, feedback, and on-the-job training to improve conversion skills and parent experience.
Assign caseloads and monitor individual performance against KPIs (response time, conversion rate, parent satisfaction).
Conduct regular team meetings to share updates, best practices, and market insights.
Step in to handle sensitive or escalated cases, demonstrating sound judgement and professionalism.

Admissions Operations & Family Journey

Oversee the end-to-end admissions process across the school (including High School), ensuring consistent and professional handling of enquiries, applications, assessments, offers, and enrolments.
Conduct engaging campus tours and parent consultations for high-priority or complex cases, tailoring messaging to family aspirations and Dehong's educational offer.
Monitor the admissions pipeline daily, ensuring timely follow-up and progression; identify bottlenecks and work with officers to resolve them.
Manage the offer and rejection letter process, ensuring accuracy and compliance with school policies.
Lead the onboarding process for new families, coordinating with Operations, Finance, and Academic teams for a smooth transition.

Data Management & Reporting

Maintain and audit admissions databases (e.g., iSAMS, OpenApply), ensuring lead source tracking and data accuracy for reliable reporting.
Produce weekly and monthly reports for the Head of Admissions on pipeline health, conversion trends, lead sources, and team performance.
Analyse enquiry and conversion data to identify patterns, risks, and opportunities; recommend adjustments to recruitment tactics.

Collaboration with Internal Stakeholders

Partner with the Marketing team to align lead generation campaigns (e.g., open days, digital ads, events) with admissions follow-up processes.
Work closely with academic leadership and UGC (University Guidance Counselling) for High School admissions, including assessment coordination and parent consultations.
Collaborate with Operations, IT, and Finance to resolve process issues and maintain excellent parent experience.
Coordinate with Community Experience colleagues to ensure smooth handover from enrolment to onboarding.

External Relations & Events

Support and deliver admissions events (Open Days, information sessions, workshops, education fairs), ensuring high-quality family engagement and post-event follow-up.
Build relationships with feeder schools, education agents, and corporate partners to generate referrals, under the guidance of the Head of Admissions.
Maintain positive communication with the Education Bureau on routine admissions matters as delegated.

Other Duties

Work flexibly, including occasional evenings and weekends for recruitment events or key school activities.
Undertake any additional responsibilities reasonably delegated by the Head of Admissions.

Skills and Experience Required

Education: Bachelor's degree or above.
Experience: 4–6 years of admissions experience in an international or bilingual school, with at least 1–2 years in a supervisory or senior officer role.
Language: Native Mandarin, with fluency in spoken and written English.
Policy Knowledge: Good understanding of Shanghai government admission policies.
Sector Knowledge: Familiarity with national and international curricula (CNC, IB, A-Level, AP) and the High School admissions landscape.
Team Supervision: Proven ability to guide, motivate, and develop junior team members.
Customer Focus: Strong consultative communication skills; ability to build trust with diverse families and handle sensitive matters professionally.
Analytical: Strong numerical and data analysis skills; proficiency in CRM/database systems (iSAMS, OpenApply) and Excel.
Organisational: Excellent follow-up discipline, attention to detail, and ability to manage multiple priorities under pressure.
Collaboration: Ability to work effectively across academic, operations, and marketing teams.

Competences Required

Drive Improvement, Innovation & Change

Accept & Raise New Ideas: Raise new ideas and encourage others to challenge ways of working.
Desire to Keep Improving: Reviews outcomes and methodology with the purpose of learning and continuous improvement.
Implement New Ideas: Widely consults others for improvement opportunities and is willing to take ownership of implementation.
Promote Innovation Culture: Constantly seeks opportunities and improves work performance and systems by creating an environment for the introduction of new ideas.

Drive Sustainability

Aware Social Responsibility: Maintains understanding and helps others with social responsibility.
Think Broadly: Takes a broad view of analysing information using a variety of resources.
Cope with Pressure: Remains positive in the face of adversity, quickly recovering from setbacks and keeps problems in perspective. Establishes a team culture where people welcome feedback and move forward quickly and constructively.
Promote Sustainable Practices: Encourages others to take responsibility for their own work, and to create a working and development environment to benefit all.

Work Inclusively & Foster Partnership

Care for others: Creates a sense of team spirit by encouraging harmony, cooperation, and communication.
Communication: Adapts style to effectively communicate with a variety of stakeholders (internal and external), treating others fairly and seeking mutual respect during the conversation.
Consult Widely: Consults individuals on the best way to accommodate their working and communication style to make sure everyone's voice is heard.
Influence: Provides clear directions and demonstrates the enthusiasm to be supportive to drive team members to work collaboratively to achieve the shared objectives.
Build Partnerships: Champions "One Family of Schools" through collaboration, understanding and open communication.

Competences Required - Continued

Delivering Results

Set Goal: Sets clear and stretching objectives for self and supports the team in the same.
Set Plan: Updates and adapts plans as circumstances change, directing time and resources accordingly.
Track Plan and Follow Procedures: Monitors the continuing validity of objectives and encourages others to follow and do the same, maintaining an ongoing awareness of what might support or hinder progress.
Customer Focus: Anticipates internal and external customers' needs and champions initiatives to increase satisfaction.
Ensure Quality and Goal Achieved: Identifies ways to streamline and improve performance by making processes more efficient and effective, ensuring the work is completed to a high standard, to deadlines and to achieve goals.

Problem Solving & Conceptual Thinking

Define/Anticipate Problem: Anticipates problems and considers options for resolution.
Understand and Gather Information: Integrates verbal, numerical, and other types of data to identify relationships and patterns with information and between causes and effects.
Analyse Information: Analyse underlying reasons for problems by employing a range of diagnostic and analytical techniques and make logical, rational, well-reasoned, and evidence-based judgments from available information.
Seek Solution: Persistently seeks solutions in the face of adversity, barriers or obstacles, and analyses underlying reasons for problems, seeking long-term fundamental solutions within the limit of authority.
Conceptual and Broad Thinking: Demonstrates an understanding of a broad range of factors that link functional goals to other parts of the group.

Decision Making

Ownership and Take the Initiative: Identifies urgent decisions that may involve minor risks within own work area, and prepares to make unpopular or difficult decisions in the function's interests.
Involve Stakeholders: Gains the confidence of others in own decision-making and in the function's interests.
Ensure Decision Quality: Monitors and reviews the quality of decisions made, suggesting any improvements to the decision-making process.
Act and Implement: Initiates and implements decisions consistently and objectively, having fully considered their impacts.
Business Acumen: Demonstrates up-to-date knowledge that could influence and impact the group's plans.
Commit to Company Values: Champions the group's values, living them through all aspects of actions and behaviours to maintain high ethical standards.

Safeguarding Statement

Our College/School is committed to safeguarding and promoting the welfare of all the students in our care and expects all applicants to share this commitment. We follow safe recruitment practices, which are aligned to the recommendations of the International Task Force on Child Protection. We hold ourselves to a high standard of effective recruiting practices with specific attention to child protection. All appointments are subject to an interview, identity checks, criminal record checks, successful references, possible social media checks, as well as due visa and work permit process as required by Chinese law.

Equity Diversity Inclusion Statement

EiM is committed to diversity within its team, organisational practices, policies and culture. It recognises that people with different backgrounds, skills, attitudes and experiences bring fresh ideas and perceptions, and it encourages and leverages these differences to make its work more relevant and approachable. EiM will not discriminate or tolerate discriminatory behaviour on any grounds such as, but not limited to, race, gender, disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age or socioeconomic background. EiM strives to be an inclusive workplace where everyone feels a sense of belonging, has a voice, can raise concerns, and feels comfortable and confident. It expects everyone who works with it to share this commitment and to act accordingly, as it aspires to best serve the EiM mission and its community.

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在上海市, c23的head of customer experience个职位

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About Role

Our School

Job Description

Skills and Experience Required

Competences Required

Competences Required - Continued

Safeguarding Statement

Equity Diversity Inclusion Statement

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