Parent Experience Lead - Aldar Education

Role Overview

Parent Experience Lead at Aldar Education in Abu Dhabi. The role reports to school leadership and serves as the dedicated point of contact for key parent relationships, ensuring enquiries and concerns are managed with professionalism, discretion and efficiency while delivering an outstanding parent experience.

Company Overview

Aldar Education is one of the region's leading education providers across the UAE. Since its inception in 2007 with 250 students, the organisation has grown to operate more than 25 owned and managed premium and super-premium schools and academies in partnership with world-renowned institutions including Rugby School, King's College Wimbledon and Cranleigh. The Group serves more than 38,000 students through 5,000 educators from over 100 nationalities, delivering world-class education across multiple curricula and learning pathways from Nursery through to K-12.

Role Purpose

Act as the central point of contact for families requiring personalised and enhanced support, building trusted relationships between parents, school leadership and operational teams. Ensure a seamless and positive parent experience through proactive guidance, sensitive matter management and continuous service improvement.

Key Responsibilities

Parent Experience & Relationship Management

• Act as the dedicated point of contact for families requiring personalised and enhanced support, ensuring a seamless and positive parent experience.
• Build trusted relationships with parents, providing proactive guidance and acting as the liaison between families, school leadership and operational teams.
• Support the Principal and Senior Leadership Team in managing sensitive parent matters, ensuring timely communication, discretion and effective resolution.
• Manage complex parent enquiries and concerns, coordinating with relevant departments to ensure issues are resolved promptly and to a high standard.
• Monitor parent feedback, identify emerging trends and recommend service improvements that strengthen parent satisfaction and retention.
• Prepare regular updates and reports for the Principal and Senior Leadership Team on parent engagement, feedback and service delivery.
• Support the coordination of meetings and engagements with key parent stakeholder groups, ensuring a professional and personalised experience.

Parent Communications & Engagement

• Maintain regular communication with parents, ensuring enquiries are managed promptly, professionally and with a strong customer service focus.
• Support the delivery of high-quality parent communications, working closely with school leaders to ensure families remain informed and engaged.
• Coordinate parent engagement initiatives, events and workshops that strengthen relationships between home and school.
• Work closely with Admissions to ensure prospective families receive a personalised and welcoming experience throughout the admissions journey.

Front of House Support

• Work in partnership with the Front of House team to ensure a consistently high standard of service for parents and visitors.
• Provide additional support during peak periods, high-profile events and key parent meetings to ensure a seamless customer experience.
• Help maintain consistent service standards across all parent-facing touchpoints and support continuous improvement initiatives.

Continuous Improvement

• Champion a culture of exceptional customer service and parent engagement across the school.
• Identify opportunities to improve the parent journey through enhanced communication, service delivery and stakeholder engagement.
• Ensure all parent interactions are managed professionally, confidentially and in line with school policies and safeguarding requirements.

Qualifications & Experience

• Bachelor's degree or equivalent qualification.
• Professional qualification in hospitality, hotel management, customer service or a related field is desirable.
• Minimum of 3-5 years' experience in a premium customer-facing, relationship management or hospitality role.
• Experience within a luxury hotel, concierge, guest relations, customer success or high-end service environment is highly desirable.
• Previous experience within a school or education setting is advantageous.
• Experience supporting senior stakeholders or managing high-profile client relationships is desirable.

Skills & Competencies

• Fluent in both English and Arabic, with excellent written and verbal communication skills.
• Exceptional customer service and relationship management skills, with the ability to build trust and confidence with families and stakeholders.
• Highly professional, discreet and confident managing sensitive or complex situations.
• Strong interpersonal skills with the ability to engage effectively with senior leaders, parents and external stakeholders from diverse cultural backgrounds.
• Excellent organisational skills with the ability to manage multiple priorities while maintaining exceptional attention to detail.
• Calm under pressure, proactive and solutions-focused.
• Strong influencing and problem-solving skills, with the ability to resolve issues collaboratively and efficiently.
• Confident using Microsoft Office and customer relationship management or school information systems.
• Collaborative team player with a commitment to delivering an outstanding parent experience.
• Flexible, adaptable and committed to continuous improvement.

Additional Information

Aldar Education offers a competitive remuneration package, comprehensive benefits and excellent opportunities for professional development. The collaborative culture provides access to a strong network of professionals, ongoing coaching and training, and opportunities to contribute to strategic initiatives across the growing family of schools.

All appointments are subject to satisfactory references, police clearance and all relevant safeguarding checks.

Aldar Education is committed to safeguarding and promoting the welfare of children and young people and is an equal opportunity employer committed to creating a diverse and inclusive workplace. UAE Nationals are encouraged to apply.