Responsibilities:<\/p>\n
Retention & Complaint Interventions:<\/p>\n
\tEngage with parents who have expressed dissatisfaction or intent to terminate.
\n\tApply appropriate retention strategies and tools to attempt recovery of at-risk families.
\n\tConduct timely follow-ups until issues are resolved or a final decision is made.
\n\tDocument all engagement actions and outcomes in the CRM system.<\/p>\n
Sentiment Monitoring & Survey Deployment:<\/p>\n
\tMonitor overall parent and learner sentiment across the school network.<\/p>\n
Deploy and manage parent satisfaction and sentiment surveys, including:<\/p>\n
\tNet Promoter Score (NPS)
\n\tCustomer Satisfaction Score (CSAT)
\n\tCustom feedback forms as needed.
\n\tTrack and analyze survey results to identify trends and areas of concern.
\n\tFlag urgent sentiment drops or recurring complaints to relevant leadership.<\/p>\n
Termination Management & Reporting:<\/p>\n
Manage the full termination process, including:<\/p>\n
\tReceiving termination requests
\n\tConfirming final decisions with parents
\n\tLogging, processing, and tracking through the appropriate systems
\n\tAnalyse termination data and identify common reasons, patterns, and root causes.<\/p>\n
Prepare and share weekly\/monthly reports with leadership, including:<\/p>\n
\tTermination trends by region\/school\/grade
\n\tDissatisfaction alerts and recurring issues
\n\tRetention success rates and intervention outcomes<\/p>\n
Stakeholder & Leadership Engagement:<\/p>\n
\tWork closely with principals, heads of school, operations managers, and divisional leads to:
\n\tShare insights from sentiment data and termination trends
\n\tEscalate high-risk cases and offer retention support
\n\tAlign on messaging and solutions to parent concerns
\n\tParticipate in case review forums, management meetings, and retention strategy sessions.<\/p>\n
Qualifications:<\/p>\n
The ideal candidate will possess the following qualifications:<\/p>\n
\tMatric\/Grd 12 Qualification – Essential
\n\tA Tertiary qualification in Education, Customer Services, Business Administration or a related field is advantageous
\n\tA minimum of two years\u2019 experience in a service, client retention role
\n\tPrior experience in a school environment or educational institution is highly beneficial.
\n\tExperience working in cross-functional teams and engaging senior stakeholders is essential
\n\tExperience using a CRM is preferred
\n\tProficient in MS Office (Word, Excel, Outlook)
\n\tFluency in English is essential and proficiency in other African languages is advantageous<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"SPARK Schools","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-20100","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/20100","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=20100"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=20100"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=20100"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}