Head of Parent Experience in London

In this role - you will shape what it feels like to be a parent, from the first phone call that makes someone feel truly heard, to the small details on a first day that tell a family they made the right choice, to the moments that make them want to tell their friends Client Details Schools group - UK focused Description PREMIUM EXPERIENCE AND HOSPITALITY STANDARDS Embed consistent, high-quality Parent Experience standards across all UK schools, adapting approaches to each school's identity, community and market. Elevate school events, creating distinctive flagship, transition and community experiences. Champion a culture of exceptional hospitality, anticipating family needs and delivering personalised, memorable experiences across every touchpoint. Work with school leaders to enhance environments, communication and service standards in line with family expectations.QUALITY ASSURANCE AND CONSISTENCY Lead the Parent Experience quality assurance programme, using audits, mystery shopping and feedback to assess standards. Ensure consistency across schools, identifying gaps and implementing clear improvement plans. Deliver exceptional new-family onboarding and service recovery, ensuring issues are resolved promptly and effectively.DATA, TOUCHPOINTS AND GROWTH Analyse the parent journey from initial enquiry through to re-enrolment, using CRM and conversion data to identify opportunities for improvement. Evaluate how experience quality impacts admissions, retention and family lifetime value. Use data and insight to drive measurable improvements, sustainable growth and stronger school communities.RETENTION, INSIGHT AND ADVOCACY Make parent experience and retention a shared priority across school leadership teams. Use surveys, NPS, complaints and parent feedback to identify trends and drive improvements. Identify families at risk of leaving and work with schools to reduce avoidable withdrawals. Strengthen parent engagement, referrals and advocacy to build long-term relationships and loyalty.CAPABILITY BUILDING AND PERFORMANCE Coach and develop school leaders and Parent Experience teams to deliver consistently high standards. Lead performance reviews across experience, retention, advocacy and events, ensuring clear accountability. Implement targeted improvement plans in schools where experience or retention needs strengthening. Partner with Marketing and Admissions to enhance the prospective-family experience and support conversion. Provide senior leadership with insight into parent experience, retention, conversion and emerging trends.Profile Strong leadership experience in hospitality, guest experience or premium events, with the ability to deliver exceptional service standards. Excellent coaching skills, with the ability to develop teams and improve performance. Strong analytical and commercial skills, using data to drive improvements in customer experience, conversion and retention. Experience implementing quality assurance programmes and maintaining consistent standards across multiple sites. Job Offer Permanent position Reporting to the Head of Marketing - EMEA Ability and willingness to work flexibly, including evenings and weekends around signature events and key transition points in the school calendar, as required Regular travel across UK school sites Hybrid working, with regular in-school presence expected