Senior Relationship Management Officer

Responsibilities

• Serve as a primary relationship owner for parents, maintaining regular, proactive touchpoints throughout the child’s enrolment journey
• Partner closely with the Principal to manage and resolve feedback within stipulated timelines, viewing each case as an opportunity to strengthen parent loyalty and retention
• Identify early signals of disengagement or potential attrition and work with centre leadership to implement timely retention interventions
• Support re-enrolment, progression, and transition discussions where applicable

Enrolment & Sales Support

Objective: Drive full utilisation while building high-quality, long-term parent relationships.

Manage the end-to-end parent relationship from enquiry through enrolment and into ongoing engagement.

• Work closely with the Head of Enrolment to proactively nurture leads and support conversion outcomes
• Master and deliver the centre tour narrative, confidently addressing programme, administrative and value-proposition queries
• Coordinate and manage centre tour logistics to ensure a seamless and professional experience
• Support Open Houses and enrolment events, with a clear focus on enquiry-to-enrolment conversion rates
• Track competitor pricing, offerings, and promotions within the neighbourhood to support competitive positioning
• Partner with Brand and Marketing teams to ensure centre collaterals are always stocked and presented in pristine condition

Operational and Financial Stewardship

Objective: To ensure zero-error administration, reflecting the precision of a high quality centre

• Manage finance-related matters including bulk billing, GIRO matters, reconciliation of GSII reports, trade debts and billing adjustments with 100% accuracy
• Prepare and manage correspondence, reports, and documents for submission to HQ and regulatory bodies; ensure the centre complies with all regulatory and licensing requirements
• Ensure seamless enrolment process for new children, including processing applications and maintaining enrolment records
• Efficiently manage inventory (uniforms, stationery) to ensure zero disruptions to the daily operations

Team Collaboration and Organisational Synergy

• Work collaboratively with colleagues to foster a high-performance, supportive, and cohesive working environment
• Actively participate in staff meetings and training sessions
• Support in projects as required

Requirements;

• Diploma in Marketing, Communications, Business, or a related field, with at least 2 years’ relevant experience
• Experience in customer service, relationship management, or sales support
• Experience in the education, childcare, hospitality, or service industry will be an advantage
• High level of initiative, meticulous attention to detail
• Strong interpersonal and communication skills with the ability to build trust with families.
• Strong organisational and time management skills with the ability to manage multiple priorities
• Service-oriented mindset with a proactive approach to problem-solving