Student Experience Program Manager

Overview

The Student Experience Program Manager plays a pivotal leadership role within the Student Experience Department, overseeing the end-to-end delivery and success of their assigned program. Acting as the face of the company for their members, this role combines strategic thinking, data analysis, and relationship management to drive retention, engagement, and long-term success.

This position sets the standard for excellence across both service and leadership. The Student Experience Program Manager builds trusted relationships with every student, ensuring that each interaction reflects the values and professionalism of the Aaron Sansoni Group.

Working closely with the Head of Student Experience, you will lead with influence - managing competing priorities, maintaining an analytical mindset, and demonstrating genuine care for people. You'll identify potential challenges before they arise, maintain high engagement standards, and ensure a seamless journey from onboarding to renewal.

You are a results-focused leader, a strategic communicator, and a relationship-driven professional who ensures every student feels supported, valued, and empowered.

The Role

As a Student Experience Program Manager, you will oversee the strategic performance and outcomes of your assigned program, managing both the data and the relationships that define its success. You will be accountable for retention, engagement, and growth within your portfolio, using insights and trends to inform strategy and decision-making.

You will work closely with your Coordinator to ensure consistent, high-quality delivery across all student touchpoints, from onboarding through to renewal, while maintaining strong relationships that drive satisfaction and loyalty.

This role requires a confident, analytical, and self-motivated leader who can work autonomously and present data-backed insights to senior management. You will monitor performance metrics, forecast retention trends, and deliver actionable recommendations that support department and company objectives.

In addition to your analytical focus, you will be an influential communicator who can balance empathy with accountability, ensuring members are supported while organisational goals are achieved. You will collaborate closely with multiple departments to drive continuous improvement while maintaining a strategic focus on long-term growth within your program.

Key Responsibilities:

• Develop and execute data informed retention and engagement strategies to maximise program performance.
• Oversee onboarding, engagement milestones and renewal process to ensure a cohesive student journey.
• Conduct strategic check in calls at 1, 3, 6, 9 and 12 months, tracking outcomes and identifying trends.
• Monitor key retention and engagement metrics, reporting weekly and monthly insights to senior leadership.
• Design and manage feedback systems that capture actionable insights to improve service delivery.
• Collaborate cross functionally with Marketing, Brand, Events, Coaches and Finance to ensure a unified experience.
• Anticipate and address risks or issues proactively, implementing effective retention solutions.
• Handle complex objections and conflict resolution with empathy, professionalism and confidence.
• Represent the Student Experience Department during live, in person and virtual events managing attendance, data reporting and on-site logistics.
• Mentor and guide your coordinator to uphold standards of excellence, efficiency and communication.
• Contribute to policy, process and system improvements that enhance operational effectiveness.

What We're Looking For

We are seeking a data driven, relationship focused professional who combines analytical rigour with emotional intelligence. You are confident leading conversations with senior stakeholders and students alike, and you understand how to translate data into meaningful action.

You'll bring:

• Minimum 3 years' experience in Account Management, Customer Success or Client Relationship Management.
• Proven ability to analyse data, interpret trends and implement improvement strategies.
• Exceptional relationship management skills, with the ability to build trust and maintain engagement.
• Strong communication, objection handling and conflict resolution abilities.
• Excellent organisational skills with a focus on efficiency and follow through.
• Confidence using a CRM and data platforms (HubSpot, Maxio, Intercom, Aircall, MS Suite).
• A proactive, resourceful and solution-oriented mindset.
• Ability to work full time, in person from our South Melbourne Office.
• Happy to travel interstate and international for events.

Why Join Us?

At Aaron Sansoni Group, we're relentless about results, passionate about our students, and proud of the culture we've built. You'll join a supportive, collaborative team that celebrates wins, tackles challenges together, and genuinely loves what we do - all while making a real difference in the lives of thousands of driven students.

We also offer:

• Subsidised gym membership.
• Ongoing training and development to help you grow personally and professionally.
• Quarterly "Experience Days" - from team adventures to charity work.
• 3-month induction program to set you up for success.
• Access to Aaron Sansoni Group's On-Demand Training & Programs.
• Family and friend discounts to our live events.
• Clear career progression pathways - we promote from within wherever possible.

The ASG Way

R – Relentless: We do whatever it takes to get results.

O – Obligation: We live in service to our students and our team.

L – Leadership: We lead ourselves first, take ownership, and show up.

E – Excellence: We find answers, keep evolving, and deliver empowerment, education, and experience.

If you're ready to create connections, elevate experiences, and drive engagement, we'd love to hear from you