Enrollment Officer

Position Summary / Job Goals:

The Enrollment Officer is responsible for delivering an outstanding, personalized admissions experience for prospective families from initial inquiry through the student’s first day of school. The role leads families through the discovery and purchase phases of the Parent Experience Journey (PEJ), with a strong focus on relationship-building, conversion, and retention. The Enrollment Officer plays a key role in converting leads into enrolled students while ensuring alignment with The Village School’s brand, values, and Nord Anglia Education standards.

Qualifications / Training:

• Bachelor’s degree required
• Ongoing professional development aligned with Nord Anglia Education standards and tools

Experience / Knowledge:

• Minimum of two years of experience in sales, admissions, or service delivery
• Experience in the education sector preferred
• Strong cross-cultural competence with the ability to work with diverse families and nationalities
• Experience using a CRM and/or Information Management System (IMS)
• Strong understanding of customer journey management and conversion strategies

Attributes:

• Warm, personable, and naturally curious
• Self-motivated, adaptable, and proactive
• Creative thinker with strong technical and organizational skills
• Calm and effective under pressure
• High integrity and professionalism
• Excellent written and verbal communication skills
• Strong attention to detail and time management
• Genuine interest in education and student development

Reports to / Evaluated by:

Director of Admissions & Marketing

Major Responsibilities and Duties:

Admissions and Family Experience:

• Guide parents and students through the full admissions lifecycle, ensuring a positive, engaging, and seamless experience.
• Respond to all parent inquiries within 24 hours during the working week.
• Deliver high-quality written and verbal communication with consistent attention to detail, warmth, and professionalism.
• Create personalized and memorable “magic moments” throughout the admissions journey, tailored to each family’s needs.
• Build strong rapport with families through active listening, thoughtful questioning, and empathetic engagement.
• Address objections effectively, recognize buying signals, and support families in decision-making.

Pipeline Management and Conversion:

• Manage and drive conversion at each stage of the admissions pipeline.
• Convert inquiries into campus visits and applications.
• Conduct individual and group tours, personalizing each experience to the family.
• Facilitate application, assessment, enrollment, induction, and orientation processes efficiently.
• Maintain consistent follow-up with unresponsive leads and close out inactive leads appropriately while preserving future engagement opportunities.
• Develop and own recruitment strategies to attract and convert new families.

Brand Representation and Value Proposition:

• Articulate The Village School’s unique value proposition clearly and compellingly.
• Advocate for the benefits of being part of the Nord Anglia Education global network.
• Communicate global collaborations and academic assets, including IB programming and international partnerships, in ways that align with each family’s priorities.
• Ensure the school’s brand, mission, and core messaging are consistently reflected throughout the admissions process.

Re-Enrollment and Retention Support:

• Support the re-enrollment process for existing families to optimize retention.
• Collaborate with division heads to identify and support high-risk families.
• Assist with mitigation strategies to reduce attrition.
• Partner with Marketing & Communications to nurture existing families throughout the re-enrollment cycle.
• Coordinate with internal teams to support contracting and financial processes related to re-enrollment.

Data Management and Compliance:

• Maintain accurate and timely data entry in iSAMS and the CRM system.
• Ensure all new leads are entered within 24 hours during the working week.
• Keep lead statuses, notes, and family details up to date after every interaction.
• Ensure compliance with Nord Anglia Education business rules, group-wide admissions policies, and local regulatory requirements.

Collaboration and Continuous Improvement:

• Participate in school recruitment events and support the broader Marketing, Admissions, and Communications (MAC) team.
• Share best practices and contribute to continuous improvement across local, regional, and global admissions teams.
• Collaborate with regional counterparts to identify gaps and implement improvements.
• Engage in professional development planning and actively seek and provide feedback.

Village Believes that Effective Employees are:

• Accountable - Establishes a high performing culture and accepts accountability for organizational performance.
• Strategic - Leads opportunity and is committed to continuous improvement aligned with the organizational vision and direction.
• Collaborative - Works collaboratively with others to achieve organizational outcomes
• Entrepreneurial - Creates organizational value for diverse stakeholders and achieves commercial success.
• Enabling - Drives excellence through valuing and developing others
• Agile - Achieves personal and organizational success within a changing, dynamic and complex environment
• Resilient - Demonstrates personal resilience within a demanding environment of high expectations