National Student Experience Manager

**About Ikon**

Ikon is a private Institute of Higher Education focused on Art Therapy, Early Childhood Education, Counselling, and Psychotherapy. Our purpose is to propel individuals towards life-altering futures. We do this by fostering curiosity and self-development through meaningful learning experiences.

Ikon operates nationally with campuses in Sydney, Melbourne, Brisbane, and Adelaide, as well as Distance Education. It currently has around 600 domestic and international students across its 3 Bachelor programs.

**About the role**

The National Student Experience Manager is responsible for leading and managing Ikon’s National Student Experience team in providing exceptional customer service in non-academic student support to existing and commencing students, as well as managing day-to-day campus operations.

This role will guide the development, implementation, periodic evaluation and continuous improvement of Ikon’s student experience throughout the full student lifecycle, including onboarding of new students, student events and engagement, student satisfaction, and student communication.

**About you**

You have extensive customer service experience and are passionate about creating an engaging learning experience for students. team leadership experience. You have demonstrated experience in leading and managing teams.

You have commendable interpersonal skills and the ability to effectively manage multiple priorities. You are comfortable working in a team as well as autonomously in a diverse and dynamic environment.

Sounds like you? Get in touch with us

**Key Responsibilities include**

**_ Student Experience:_**
- National implementation and delivery of the Ikon student experience, which spans the complete student lifecycle, from orientation to graduation.
- Be the owner and manager of the Ikon CRM (Zendesk).
- Lead campus Student Experience teams to deliver exceptional customer service to Ikon students.
- Work with all relevant stakeholders to ensure the effective delivery of student support services.
- Participate and report on student experience matters in the Teaching and Learning Committee.

**_ Student Communication:_**
- Drive student self-service capability in the CRM through the ongoing development and refinement of self-help resources
- Execute scheduled, ad-hoc, individual and bulk student communications via the CRM and student management system (Wisenet).

**Student Progression**
- Develop and implement an effective student retention programme adhering to Ikon’s student intervention policy, process and framework.
- Manage, track, evaluate, and work closely with academic staff to resolve cases of plagiarism, complaints, student misconduct, grievances and appeals.
- Be an active member of the Grades Review Committee, providing advice to the academic team as required.

**_Student Events and Engagement _**
- Be the champion for students’ non-academic engagement by designing and delivering experiences throughout the student lifecycle, including formal and informal/social student events.
- Collaborate with the Marketing and Events Manager concerning student events and workshops including orientation and graduation.
- Work closely with the student representatives and student leadership team to drive student-led events and engagement.

**_Team Management:_**
- Lead and manage the Student Experience team, including recruitment, performance management and engagement
- Provide mentoring and coaching for team members' professional development.
- Lead by example demonstrating the Company's values

**Why join us**
- Paid birthday leave
- Training and development opportunities
- Breakfast supplies on campus
- Year around engagement events
- Fun and a diverse team

**Education, Experience and Skills**
- Bachelor’s degree or equivalent exprience preferred
- At least five years of relevant experience within a higher education environment
- Demonstrated experience in managing a team, including driving People and Culture processes
- Experience in developing, leading, and managing high-performance teams
- Excellent IT literacy, particularly in Microsoft Office and Microsoft Excel environment
- Experience with student management software and customer service software
- Experience with management of data input, including reporting and analysis

**Diversity & Inclusion**

**Next steps**:

- We are only able to consider applicants with the right to live and work in Australia