Performance Manager

Introduction

We're seeking a Performance Manager to lead our global Course Advisor team. Based at our West Perth campus, this full-time role blends leadership, data-informed decision-making, and operational excellence with a strong focus on delivering accurate, high-quality student support.

In this role, you'll oversee and develop the team, support walk-in enquiries, and ensure clear, honest communication to ensure prospective students can make confident and informed decisions about their education.

We're looking for someone who takes pride in exceptional customer service and thrives on guiding others to succeed, whether that's mentoring colleagues or empowering students. You'll be comfortable leading people, streamlining processes, analysing data for insights, and engaging confidently with diverse audiences both in person and online.

Description

What you'll do

Lead, mentor and manage a global team of Course Advisors, ensuring KPIs and quality standards are met. Oversee daily operations of lead management, including inbound and outbound communications, CRM tracking, and timely follow-ups. Use CRM and analytics tools to monitor conversion funnels, track performance metrics, and identify areas for improvement. Recommend and implement automation and process enhancements to streamline workflows and improve team efficiency. Work with marketing to align messaging, campaign timing, and student engagement strategies. Regularly review communications (email templates, call scripts, live chat responses) to ensure clarity, professionalism, and alignment with brand voice. Support team training, onboarding, and development to ensure consistency in service and messaging. Provide reporting and insights to senior management on lead quality, advisor performance, and enrolment outcomes. Participate in webinars and marketing events as needed, occasionally supporting live Q&A or chat. Assist where needed to support and counsel prospective students who visit our campus.

What you'll bring

Previous experience in education, student services, or customer engagement leadership. Strong experience with CRM systems, reporting, and performance management.  Confident managing a remote team, with strong communication and organisational skills. Excellent written and verbal communication skillsAbility to handle walk-in enquiries and provide in-person support as needed. Strong skills in Excel for data analysis and reporting. A bonus if you've had experience with PowerBI.  Process-oriented with a mindset for continuous improvement and automation. 

Desirable Criteria 

Background in Higher Education, Vocational Education, or international student services. Understanding of the Australian education sector, including CRICOS, ASQA, and TEQSA regulatory frameworks Experience working with culturally and linguistically diverse students. 

Skills And Experiences

About EIT

The Engineering Institute of Technology (EIT) is one of the only institutes in the world specialising in engineering education and training. We deliver industry driven professional certificates and accredited Diplomas, Advanced Diplomas, Undergraduate Certificates, Graduate Certificates, Bachelor Degrees, Master Degrees and a Doctor of Engineering to both domestic and international students via our unique online and on-campus delivery methodology.

With offices in Australia, UK, USA, and South Africa and an ever-growing portfolio of courses, we are experiencing a period of strong growth and continued development. Our head office is located in West Perth close to multiple public transport alternatives and at walking distance from great cafes. We also have campuses in Melbourne and Brisbane, with further expansion plans into other exciting locations. 

Why Join Us?

Work-Life Balance: We understand that life can be hectic, and we want to ensure that you have the flexibility you need to thrive both personally and professionally. To help with this balance, we offer 4 days of study leave so you can thrive in your career and with your education. 

Professional Growth: As an educational institution, we believe in the power of lifelong learning. You'll have abundant opportunities to enhance your skills and knowledge through seminars, workshops, and various professional development initiatives.

Employee Wellbeing: Your wellbeing matters to us. That's why we provide access to confidential counselling services through our Employee Assistance Program. We also make sure you're in safe hands while you're at work, with our leadership team currently undertaking mental health first aid training.

Inclusive Culture: At EIT, diversity, equity, and inclusion (DE&I) aren't just buzzwords – they're integral to who we are. We're proud to be registered with the 'Welcome Here' project, showing our commitment to supporting the LGBTQIA+ community. We also offer scholarships to encourage women in STEM fields and our EIT Equity & Diversity Bursary supports less privileged and underrepresented communities, ensuring that everyone has equal access to opportunities for success.

End-of-Trip Facilities: To support our employees' active lifestyles, we offer end-of-trip facilities. Whether you're cycling, jogging, or hitting the gym, our facilities are designed to make juggling your health and work as easy as possible.

*This is what our current staff have to say about working at EIT:

"EIT highly values teamwork and culture and is quick to identify areas of improvement and action it quickly"

"Inclusive, kind, caring, great, lots of opportunities and exciting projects."

"I have worked across many industries and across many workplaces, but the praise, culture and attitude of not only my coworkers but management highlight the integrity of EIT."

"Open and transparent from top down. Trusting of employees"

*Comments are from the 2025 Staff Engagement Survey

Equal Employment Opportunity:

EIT embraces and values a diverse workforce. We are an equal-opportunity employer and recognise that an inclusive and diverse workforce is key to building the best team environment and achieving positive business outcomes.

First Nations people, those identifying as LGBTQIA+, people of all ages, with disabilities and culturally diverse people are encouraged to apply.

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