SPARK Schools is a network of affordable private schools implementing Africa’s first blended learning model for primary school students. Students learn in both the traditional classroom setting and our innovative Learning Lab. The SPARK Schools model combines highly engaging classroom teaching, individualised instruction in the Learning Lab, partner...
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Requirements
Retention & Complaint Interventions:
- Engage with parents who have expressed dissatisfaction or intent to terminate.
- Apply appropriate retention strategies and tools to attempt recovery of at-risk families.
- Conduct timely follow-ups until issues are resolved or a final decision is made.
- Document all engagement actions and outcomes in the CRM system.
Sentiment Monitoring & Survey Deployment:
- Monitor overall parent and learner sentiment across the school network.
- Deploy and manage parent satisfaction and sentiment surveys, including:
- Net Promoter Score (NPS)
- Customer Satisfaction Score (CSAT)
- Custom feedback forms as needed.
- Track and analyze survey results to identify trends and areas of concern.
- Flag urgent sentiment drops or recurring complaints to relevant leadership.
Termination Management & Reporting:
Manage the full termination process, including:
- Receiving termination requests
- Confirming final decisions with parents
- Logging, processing, and tracking through the appropriate systems
- Analyse termination data and identify common reasons, patterns, and root causes.
Prepare and share weekly/monthly reports with leadership, including:
- Termination trends by region/school/grade
- Dissatisfaction alerts and recurring issues
- Retention success rates and intervention outcomes
Stakeholder & Leadership Engagement:
Work closely with principals, heads of school, operations managers, and divisional leads to:
- Share insights from sentiment data and termination trends
- Escalate high-risk cases and offer retention support
- Align on messaging and solutions to parent concerns
- Participate in case review forums, management meetings, and retention strategy sessions.
Qualifications and Criteria:
The ideal candidate will possess the following qualifications and criteria:
- Matric/Grd 12 Qualification - Essential
- A tertiary qualification in Education, Customer Services, Business Administration or a related field is advantageous
- A minimum of two years’ experience in a service, client retention role
- Prior experience in a school environment or educational institution is highly beneficial.
- Experience working in cross-functional teams and engaging senior stakeholders is essential
- Experience using a CRM is preferred
- Proficient in MS Office (Word, Excel, Outlook)
- Fluency in English is essential and proficiency in other African languages is advantageous
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