ECMS’ philosophy is simple; we foster lifelong learning. As a for purpose organisation, dedicated to consistently good learning outcomes, we impact the lives of more than 5,500 Victorian children each week.

The Marketing and Communications Team is on the search for an Enrolments Lead! An enrolment is often the first deep experience a family has with ECMS. This then sets the scene for their perception of us. You will play a crucial role within ECMS by providing strong leadership and support of the enrolment process to ensure quality and satisfaction for both Sessional Kindergarten and Long Day Care enrolments.

You’ll work across the planning and design phases, leading the development of best-in-class processes and experience. You are also responsible for delivering exceptional enrolment customer service to new and returning families. You will lead a small and excellent team. This is the role for you if you are someone who combines their passion for a relational experience with a love of systems, processes and platforms. This is a full-time, ongoing role.

What will you do?

• Provide exceptional customer service during enrolment period for both service leaders and families – phone, email, chat, meetings. You know the difference a great experience can make.
• Optimise enrolment system platform (currently Kidsoft) to maximise positive experience for families and team. You understand little changes can have big impacts.
• Process management of centralised enrolments process including development of policies and procedures, identified pain points and fixes, and opportunities for efficiency. You are a superhero problem solver who thinks systemically.
• Project management responsibilities to support continuous improvement and cross-functional collaboration. You value the people alongside you bringing different knowledge and expertise.
• Partnership management of external partners including enrolment system provider to ensure the platform and partnership are fit for purpose. You take pride in developing strong partnerships.
• Support of partnership management plans with local Councils to optimise and showcase enrolment opportunities with council stakeholders. You know the best work happens with the community at the centre.
• Ensure weekly reporting suite for pipeline and enrolments across both Sessional Kinder and Long Day Care is current and provides lead and lag indicators and insights. You love the data and making decisions from the insights.
• Experience in large scale enrolment environments (Early Childhood Education or Universities) will be highly regarded.

More about you!

• 5+ years of enrolment experience at scale and customer service experience.
• Valid driver’s licences and working with children check.
• High level understanding of customer experience frameworks and customer journeys.
• Experience in building connected ecosystems in the enrolment environment.
• Strong problem-solving skills with a focus on solutions.
• Comfortable with AI and the opportunities it provides to improve enrolment experience.
• Ability to deliver training and support to our team in services to increase usage and decrease troubleshooting.
• Ability to relate to all people and adapt your listening and communication style to meet the customer’s needs. Team management experience.
• A team player with a goal orientated mindset.
• Experience and confidence with enrolment, Customer Relationship Management and related systems.

What’s in it for you?

• Autonomy to decide where and how you work to achieve agreed outcomes and manage your personal commitments.
• 2% professional development budget. Cater your learning to you!
• 50% childcare discount.
• Opportunity to accelerate your career due to high level of responsibility and opportunities supplemented by exposure to high calibre colleagues and a wide variety of learning opportunities.
• Access to a range of retail and recreational activities at significantly reduced rates via our fully sponsored Employee Benefits Program such as Coles, Woolworths and Booking.com.
• 6 weeks paid parental leave.

ECMS promotes the safety, wellbeing and inclusion of all children. Successful applicants are required to adhere to our child safe practices, policies can be located here.

Applications from Aboriginal and Torres Strait Islander peoples and people from diverse communities and backgrounds are encouraged.

For more information, please contact Stephanie at [email protected], using the subject line: Enrolments Lead enquiry via EthicalJobs.