Regional SES and CX Manager - MEA

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

To implement a culture of positive customer experience in the region as measured by our regional and country NPS scores. Additionally, drive SES growth in the region across Middle East, Pakistan and Sub Saharan Africa. The aims of this revolve around high revenue growth for revenue generating products but also differentiated products that will help drive APF’s. Ultimately it is about helping solve student problems to make it easier for them to arrive and thrive in their destination market.

Key accountabilities

Key Responsibilities SES:

• Stakeholder Relationships and product/process Training of relevant teams
• Achieve set growth targets for SES penetration
• Marketing Initiatives for SES Products
• Coordinating with the Central SES team Product Success Leads to be aware of key updates and provide regional feedback into global product opportunities
• Business Development opportunities for other local differentiating SES products with an appropriate business case.

Key Responsibilities CX:

• Analysing CX Feedback through NPS to look at areas for improvement within countries and how new SES offerings might help to close the gap
• Actively participating in global CX forums and the broader global CX team to ensure regional customer needs are represented
• Supporting the detractor management program ensuring regional compliance to process and identifying areas of improvement
• Analysing research and customer lab outcomes to determine suitable regional initiatives that will positively impact customer experience and NPS outcomes.
• On behalf of our customers advocate their feedback strongly across the region and be seen as the CX champion to help support our countries in supporting our customers

Detailed Description

Stakeholder Relationships & Training

Organizing an SES COBP for regional counsellors to update them on new SES offerings and opportunities

Train new counsellors and admin staff on SES products and processes

Keep the Country and Regional Leadership team up to date on new SES product and penetration as well as revenue

Participate in Co-Designs and COBP activities with the central SES team

Attend SES Related Product Showcases

Participate in Regional and Country CX Initiatives and Discussions such as NPS to broaden the scope of activities

Share feedback on CX improvements by analysing detractor feedback.

Detailed Description

SES Marketing and Sales

Set Sales Targets for each key country by looking at the product mix and setting targets for SES penetration

Feedback to the central team on new products that would be beneficial to help drive sales in region

Ensure SES Numbers are easily visible for Management staff during Monthly Pipeline Meetings

Participate in yearly SES Budget Setting Discussions

Keep counsellors aware of their SES sales achievements on a regular basis

Help Country Managers/Country Directors set appropriate KPI’s and Rise goals to drive SES Sales.

Plan Marketing Activities, both digital and offline to promote SES services

Detailed Description

Business Development Activities

Explore options for local products that may fit well into the SES landscape

Coordinate with Country Leadership teams to see what products their students are asking for

Prepare and Present Business Cases to the Central SES teams for any new local products and partnerships

Create SES package concepts that can benefit APF conversion but also be sold standalone to students or scholarship bodies

Work with the Global product teams to ensure local products are visible for counsellors and students

Detailed Description

Customer Experience

Analyzing CX Data and Research from NPS and Customer Labs to look at CX Process improvements for the region

Identify local CX stories that can be shared at global IDP CX forums

Manage NPS Detractor Comments related to SES related queries along with the relevant SES Country Lead

Represent the region as the Regional CX lead

Required experience

• Educated to bachelor’s degree level or equivalent.
• Fluent in English
• Experience of working in a customer-centric environment, with a strong focus on achieving customer satisfaction goals, including the use of Net Promoter Scores (NPS) and other feedback tools
• Experience in the higher education sector, particularly with student services, student experience solutions (SES), and a solid understanding of admission processes, immigration requirements, and global student mobility.
• Proven ability to drive growth, focusing on marketing initiatives, business development for SES products, and product penetration.
• Good communication skills, able to effectively engage with different stakeholders (students, parents, institution representatives, internal teams, etc.) and represent the region’s needs in global CX forums.
• Strong analytical skills, with the ability to analyze customer feedback, identify areas of improvement, and recommend actionable solutions to enhance the student and customer experience.
• Excellent planning and organizing skills, able to manage multiple competing priorities and ensure timely project delivery across regions.
• Customer-focused, with a passion for improving the student experience and driving positive outcomes for customers in both the SES and CX domains.
• Highly effective relationship building and relationship management skills, with experience in working cross-functionally across diverse teams and regions to achieve shared goals
• Ability to proactively identify, analyze, and solve problems, ensuring continuous improvement in SES offerings and CX initiatives.
• Sound judgment and decision-making ability, acting with integrity and always in the best interests of the organization and its customers.
• Good IT skills – Microsoft Office suite, CRM systems, Reporting Tools