Customer Success Coordinator at Nova Pioneer

ABOUT THE ROLE

You will be responsible for:

• Prospective Parent Engagement & Enrolment Conversion
• Engage Leads and Generate Applications: Proactively engage leads to maximize the conversion rate of qualified leads to applications for all current Nova Pioneer campuses in Kenya.

Communication

• Multi-Channel Communication: Engage prospective parents via Phone Call, Email, SMS, WhatsApp, and Social Media (e.g. DMs/Comments) to share our school offering, answer queries, and build interest.Your communication is expected to be well composed and timely, within the protocol set by your manager and the organization
• Data & Reporting: Giving the organization visibility into our progress will be a key responsibility in this role. Filling and maintaining the Integrated Marketing & Admissions dashboard in a timely manner, preparing and submitting monthly, quarterly and annual reports on activities mapped out will be key to measure our progress against your team’s key
• Social Media Management & Digital Engagement :Content Execution: Manage the scheduling and execution of approved social media posts across relevant Nova Pioneer platforms (e.g., Facebook, Instagram) to drive engagement and lead generation.
• Social Media Monitoring: Monitor social media channels for prospective parent inquiries and feedback, ensuring timely and professional responses.
• Digital Reporting: Track, analyse, and report on social media post performance and engagement metrics to inform future content strategy.
• Customer Engagement / Events: As a Customer Success Coordinator, you will be expected to Book parents for Open Days based on their campus of interest and schedule students for grade-specific assessments and give analysis of the Marketing events, and for making recommendations on potential improvements.

ABOUT YOU

• A Bachelor’s Degree in Marketing/Commerce/Business Administration or any other relevant related field.
• Experience: A minimum of 1 year of experience in a customer-facing role. Experience in sales, admissions, customer service, communications, business development, or social media management is strongly preferred.

Academics: 

• Exceptional Communicator: You speak clearly, confidently, and persuasively. You write well and are comfortable adapting your tone to suit different audiences and communication channels, especially on public social platforms.
• Empathetic and Customer-Focused: You listen actively, quickly understand parent needs, and craft thoughtful responses that consistently build trust and rapport.
• Strategic Thinker: You can segment audiences, plan engagement journeys, and adapt strategies for different customer types and stages.
• Driven by Results: You are goal-oriented, proactive, and deeply accountable. You take initiative and are passionate about hitting enrollment targets.
• Organized and Reliable: You can effectively juggle multiple conversations and follow-ups, meet strict deadlines, and consistently manage your workload with minimal supervision.
• Collaborative: You are a team player who thrives in cross-functional environments and brings energy and ideas to the table.
• You have the ability to thrive in a fast‐paced, entrepreneurial environment
• You are excited about our organizational culture—and in particular, you are fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback