Student Experience Manager (London)

* Student Experience Manager (London)NEWFast Apply# Student Experience Manager (London)EmployerLocation: London, Greater LondonContract Type: PermanentHours: Full TimeSalary: £27,979 to £32,982Posted: 28th September 2026Start Date: As Soon As PossibleExpires: 28th October 2026 11:59 PMContract Type: PermanentStart Date: As Soon As PossibleJob ID: 1576574Start Date: As Soon As Possible* Contract Type:Permanent* Job ID: 1576574* Share :**Department:** Academic Registry & Student Experience**Reports to:** Academic Registrar & Director of Student Success**Location:** Campus-based - one post per ACM campus**Direct reports:** None**Key working relationships:** Academic Registrar & Director of Student Success; Assistant Registrar (Risk and Retention); Student Community & Communications Manager; Campus Manager; Programme Leaders; Academic Affairs; Academic Registry; Student Support and Wellbeing Services; Additional Needs; Safeguarding; Industry Link; Student Ambassadors; Student Community Coordinators; Student Representatives and student clubs/societies.The Student Experience Manager is ACM's first-line, campus-based student experience role, providing a visible, approachable and proactive point of contact for students throughout their time at ACM.Working closely with the Assistant Registrar (Student Engagement, Continuation & Completion), the postholder forms an important part of ACM's institutional framework for monitoring and supporting academic engagement: undertaking proactive student contact and agreed intervention activity arising from ACM's central student engagement and risk framework, providing timely updates on student circumstances and escalating concerns where appropriate.The post holder does not own ACM's institutional student engagement risk framework, continuation and completion analysis or retention strategy (these sit with the Assistant Registrar (Student Engagement, Continuation & Completion)), and does not replace specialist wellbeing, safeguarding, disability or academic support.The postholder also works closely with the Student Community & Communications Manager to translate institution-wide community-building initiatives into engaging, inclusive activity at campus level. The role combines three connected areas: (1) student-facing service and relationship management; (2) campus community, belonging and engagement; (3) front-line student engagement monitoring and intervention.**Key Responsibilities (summary)*** Student Experience and First-Line Student Service - acts as the principal first-line student experience contact at campus level; builds relationships with students; refers/escalates issues appropriately; maintains records of significant student contacts.* Student Engagement and Early Identification of Risk - plays a campus-based role in ACM's engagement-risk framework; undertakes proactive contact with students identified through the framework; provides updates to the Assistant Registrar (Student Engagement, Continuation & Completion) following significant contact.* Working with the Assistant Registrar (Student Engagement, Continuation & Completion) - acts as the key campus-based delivery partner for the central engagement/retention framework; provides structured feedback on interventions; is not responsible for the institutional risk list, risk thresholds, continuation/completion analysis or institutional retention strategy.* Student Community, Belonging and Campus Engagement - delivers and supports community-building initiatives designed by the Student Community & Communications Manager, adapted to the local campus.* Welcome, Induction and Student Lifecycle Activity - supports delivery of ACM's Welcome and Induction programme at campus level, and supports students at key transition points.* Student Voice and Feedback - supports delivery of surveys, focus groups, NSS activity and \"You Said, We Did\" activity at campus level.* Student Communications and Information - supports delivery of institution-wide student communications at campus level (does not own the institutional communications plan or channels).* Student Representation, Clubs and Societies - supports recruitment/engagement of Student Representatives, Ambassadors and student leaders at campus level.* Student Support, Referral and Escalation - identifies students needing additional academic, wellbeing, safeguarding or additional-needs support and makes timely referrals; escalates safeguarding concerns immediately in accordance with ACM procedures.* Campus Insight and Continuous Improvement - provides regular feedback on recurring issues to the Academic Registrar, Student Community & Communications Manager, Campus Manager and relevant service leads.Role Boundaries**Owns/delivers:** first-line campus student service; student relationships and proactive contact; campus-level community and engagement activity; first-line identification of engagement concerns and proactive contact with students requiring intervention; student referrals and escalation; campus-level Individual Learner Agreement implementation; student voice/feedback activity at campus level; practical support for representatives, ambassadors, clubs and societies; campus insight and feedback.**Does not own:** the institutional student engagement risk framework or risk thresholds; institutional continuation, completion or progression analysis; the central student engagement risk list; institutional retention strategy; formal determination of a student's continuation or withdrawal status; specialist wellbeing, safeguarding or disability casework; academic assessment or progression decisions; the institutional student communications strategy; institutional ownership of NSS strategy or action planning; academic quality assurance processes.**Key Performance Indicators (summary)*** Students have access to a visible, responsive and effective first-line campus service.* Timely completion of proactive student contacts allocated through the engagement-risk framework, with quality and timely feedback on interventions.* Effective delivery of campus-based community initiatives and increased student participation.* Effective participation in institutional surveys and student feedback activity.* Timely escalation of complex or high-risk student issues and positive feedback from students and colleagues.**Person Specification - Essential (summary)*** Experience of working directly with students, customers, service users or a comparable community, including first-line support or guidance.* Experience building positive relationships and engaging people who may be reluctant to participate.* Experience of identifying problems, understanding individual circumstances and determining appropriate next steps.* Experience of working collaboratively across different teams or professional areas, and of organising or supporting events/activities/community initiatives.* Good understanding of when matters should be escalated or referred to specialist colleagues.### Safeguarding Statement:AC[M] is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and volunteers to understand and share this commitment. We have a shared commitment to develop a culture of respect, where discrimination is not tolerated. We welcome all applications, including those from under-represented groups including ethnicity, gender, transgender, age, disability, sexual orientation or religion.### ACM #J-18808-Ljbffr