Parent and Candidate Experience Manager

Parent and Candidate Experience Manager

Location: Epsom (with some flexibility)

Salary: Up to 58k

Quarterly performance related bonus

Full time Mon-Fri 40 hours per week

Own the end-to-end experience for every parent and candidate who interacts with Fennies shaping the process systems and standards that turn a first enquiry into a lasting relationship.

At Fennies we nurture our people to build a thriving community for children families and educators.

If youre a driven experience-obsessed team player who loves turning process data and training into a seamless journey for parents and candidates alike this is your opportunity to own that experience across Fennies and be part of a high performing team.

Why join Fennies

Were ambitious and innovative but our purpose to provide the very best Early Years experience for the children in our care is what motivates us every day. Were committed to being the best so if youre looking for a role that enables you to use your commercial acumen in a role that has real purpose then were keen to hear from you.

Competitive salary and bonus

Salary: Up to 58k

Quarterly performance related bonus

Pension scheme

Wellbeing and Lifestyle benefits

25 days annual leave increasing by 1 day per year of service (up to 30) plus bank holidays

BUPA wellbeing support

Free daily meals from the Fennies Café

Childcare discount and support

Generous childcare discount

Career Development

A supportive professional team focused on delivering results and having impact

Training and development related to your role

A community of committed high achieving colleagues

Regular team forums and networking

Summer BBQs Christmas events and company celebrations

Recognition and reward through the Fennies Club long service awards

About the Role

As Parent and Candidate Experience Manager you will own the end-to-end experience of everyone who interacts with Fennies through the Admissions and Talent funnels from a parents first enquiry to a candidates first day setting the standards process and systems that deliver it consistently and holding performance to account through clear SLAs and analytics.

You will:

Own the parent and candidate experience end-to-end mapping every touchpoint across the Admissions and Talent journeys to identify friction gaps and opportunities

Define what an outstanding parent and candidate experience looks like at Fennies and set the standards the Admissions and Talent teams work to

Build and own the playbooks SOPs and scripts that Admissions Execs and Talent Execs use day-to-day ensuring consistency across every site and every hire

Develop and maintain clear policies covering response times follow-up cadence escalation and service recovery

Design and deliver training programmes for the Admissions and Talent teams and own onboarding for new joiners into those teams

Own the CRM ATS and enquiry management systems that underpin the parent and candidate journey driving adoption and configuration

Define and own SLAs for parent and candidate experience including response times conversion stages and follow-up standards

Build and run weekly analytics reporting individual performance against target using insight to drive coaching training and accountability conversations

Feed experience SLA and performance insight into wider Business Development reporting

What were looking for

Youre a driven detail-focused leader who loves turning process training and data into a seamless experience for the people who matter most to Fennies our parents and candidates.

You will have:

Proven experience designing or owning a customer parent or candidate experience function ideally spanning more than one team or journey

Strong process and policy design skills with a track record of building playbooks or SOPs that others follow consistently

Confident designing and delivering training with the ability to coach individuals using performance data

Comfortable owning CRM/ATS or similar systems driving adoption and configuring them to support process

Strong analytical skills able to build and interpret weekly performance reporting and translate it into action

Excellent stakeholder management able to work cross-functionally as a peer to other functional leads

High attention to detail and a genuinely high bar for what good service looks like

Most importantly you will bring a genuine passion for great experience sharp process thinking and the analytical rigour to prove its working.

Become part of the Fennies DNA

Were family-owned and family-run; this guides our culture our decision making and what it feels like to be part of our team. We have a strong sense of community with connections that bring us together and the systems and processes that mean our educators can focus on what they do best. Quality matters to us starting with our people and curriculum - through to our beautiful buildings and inspiring environments. Were investing into Fennies into our teams and into the education we provide our children. Our People Promise inspires us to build the kind of culture that is ambitious passionate and supportive. We provide the environment where you can:

Be Yourself

Come Together

Be All In

Go Further

If this sounds like you or you just want to know more about what it means to be part of the Fennies family make contact with us today for a chat.

Take your next steps with Fennies

If you think this sounds like you and you are keen to know more make an application via our website Indeed or directly to

Well be shortlisting candidates throughout August with interviews at our Head Office in Epsom at the end of August.

Diversity and Inclusion

At Fennies we celebrate diversity and believe inclusive teams create stronger learning environments for children. We welcome applicants from all backgrounds and are committed to creating a workplace where everyone feels valued and supported.

Safeguarding

Fennies is committed to safeguarding and promoting the welfare of children and young people. All successful applicants will be required to complete an enhanced DBS check and provide proof of line with Safer Recruitment guidance online searches (including social media) may be conducted for shortlisted candidates.

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