Project Lead, Online Engagement and Student Success

3 weeks ago

Greater Adelaide SA, Australia The University of Adelaide Full time

**HEO9 $106,561 - $119,550 per annum plus an employer contribution of 17% superannuation.**

**Full time, fixed term position until 31 December 2025.**

**Use your well-honed acquisition, engagement and customer (student) success leadership expertise in a more strategic and rewarding role for a world-class tertiary & research university.**

The University of Adelaide is a large and successful university in Australia's Group of Eight research intensive universities, distinguished by its international reputation and commitment to innovation and excellence in research and teaching. The Division of Academic and Student Engagement (DASE) partners with students, staff and the broader community to deliver an outstanding student experience. At the heart of the student experience are transformational opportunities in learning and teaching.

Working under broad direction with a degree of autonomy as part of the Online Transition Project (OTP) team, in the role of Project Lead - Online Engagement and Student Success, you will be responsible for preparing the transition of online engagement and student success services into the University. You will enjoy working collaboratively with both the University’s Student Experience and Administration and the Future Students Teams, as well as Central Marketing teams and other cross-divisional teams to identify, review, align and transition existing engagement and student success services for online students.

In this rewarding role you will play a vital role in leading the Student Engagement and Administration Online Transition Project Workstream in identifying, reviewing and developing transition plans to transition external services into the University. You will have a passion for defining, designing, and implementing comprehensive student support and retention processes that span from enrolment to graduation, ensuring seamless delivery of services and support throughout the student journey. You will also have the opportunity to inform the development and implementation of proactive online student acquisition strategies, focusing on achieving high lead-to-conversion ratios and enhancing online student engagement.

**To be successful you will need**:
**_ Essential _**
- Demonstrated experience in either establishing and/or managing ahigh performing contact centre and/or service delivery environment e.g., customer contact centre and/or customer support activities that facilitate sales and customer retention.
- Demonstrated experience in establishing, implementing, and managing quantified high touch targeted proactive and responsive customer centric support services, delivery programs, processes and functions delivered via various channels that result in sustained customer retention across a diverse customer base.
- High level of project management capabilities that enable timely delivery of project milestone deliverables.
- High level interpersonal skills, including oral and written communication skills, with the proven ability to successfully interact with, develop recommendations for, and influence various senior stakeholders.
- Experience in working with Customer Relationship Management (CRM) systems and databases including extensive report development.
- Ability to operate in a dynamic and fast paced environment with demonstrated high level organisational skills, the ability to prioritise between conflicting demands and to meet tight deadlines.
- Well-developed advisory experience and problem-solving skills, including the ability to be innovative in identifying solutions.
- Ability to understand and interpret data, write reports and provide performance improvement and policy review recommendations to stakeholders.
- Demonstrated ability to promote the organisational values of integrity, respect, collegiality, excellence and discovery, and a commitment to positively comply with the associated behaviour expectations.

**_Desirable_**
- Proficient project management skills
- Previous experience in, or familiarity with the higher education sector.
- Experience in enquiry, contact centre and/or admissions and/or student support and retention management systems and processes.

**_Qualification/s_**
- Relevant tertiary qualifications and extensive relevant experience; or
- An equivalent combination of relevant experience and/or education/training.

**Enjoy an outstanding career environment**

The University of Adelaide is a uniquely rewarding workplace. The size, breadth and quality of our education and research programs - including significant industry, government and community collaborations - offers you a vast scope and opportunity for a long, fulfilling career.

It also enables us to attract high-calibre people in all facets of our operations, ensuring you will be surrounded by talented colleagues, many world-leading. Our work's cutting-edge nature - not just in your own area, but across virtually the full spectrum of human endeavour - provides a constant source of inspiratio

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