Family Engagement Specialist

Job Description

Family Engagement Specialist

Purpose of Role

The Family Engagement Specialist will be responsible for managing the engagement and enrolment experience of prospective families that show interest in ISP schools in India.

Line Manager: Regional Head of Marketing

Stakeholders: Regional Marketing and Admissions Team, ISP School Marketing and Admissions Team, IT (Systems Manager / MIS Specialist)

ISP Principles

Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding and Health & Safety issues and acting and following up on all concerns appropriately.

Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others.

Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.

Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools.

Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement.

Key Responsibilities

• Point of Enquiry: Serve as the first point of contact for all admission enquiries from parents, providing relevant information and guidance about the school.
• Lead Qualification: Connect with parents who have enquired and assess their suitability as potential leads based on predefined criteria.
• Relationship Building: Communicate effectively with parents to understand their needs and share accurate, timely information about the school’s offerings.
• School Tour Conversion: Engage and persuade qualified leads to book and attend school tours; support them through the tour scheduling and preparation process.
• Follow-Up: Maintain consistent and timely follow-ups with prospective families to ensure strong engagement and movement through the admission funnel.
• Data Management: Update HubSpot with accurate lead statuses, call notes, and interaction details; submit timely reports on conversions and the overall lead pipeline.
• Collaboration: Work closely with the marketing team to ensure alignment on lead-nurturing strategies and conversion plans.
• School Team Support: Share accurate and timely information on potential leads with the school team ahead of school visits to ensure preparedness.
• Event Support: Provide calling support for all marketing-related events, including reactivating dormant and past leads to boost event participation

Skills, Qualifications and Experience

• Bachelor’s degree from an accredited university.
• 4–6 years in sales and/or customer service; experience in urban schools with diverse populations (preferred).
• Strong collaboration, relationship-building, analytical, communication, and critical thinking skills; sound judgment and discretion in handling confidential information.
• Proficiency in Microsoft Office, online databases, email, and web-based research tools; familiarity with HubSpot and Engage software (preferred); social media management skills (advantageous).
• Understanding of primary and secondary school environments and admissions (advantageous).
• Proficiency in English and Telugu (written and spoken).
• Availability to work on Saturdays.

ISP Commitment to Safeguarding Principles

ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All post holders are subject to appropriate vetting procedures and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history.

ISP Commitment to Diversity, Inclusion and Belonging

ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.

ISP Principles

Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding

and Health & Safety issues and acting and following up on all concerns appropriately.

Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others.

Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community.

Are financially responsible. We make financial choices carefully based on the needs of the children, students and our schools.

Learn continuously. Getting better is what drives us. We positively engage with personal and professional development and school improvement.

ISP Commitment to Safeguarding Principles

ISP is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. All post holders are subject to appropriate vetting procedures, including an online due diligence search, references and satisfactory Criminal Background Checks or equivalent covering the previous 10 years’ employment history.

ISP Commitment to Diversity, Equity, Inclusion, and Belonging

ISP is committed to strengthening our inclusive culture by identifying, hiring, developing, and retaining high-performing teammates regardless of gender, ethnicity, sexual orientation and gender expression, age, disability status, neurodivergence, socio-economic background or other demographic characteristics. Candidates who share our vision and principles and are interested in contributing to the success of ISP through this role are strongly encouraged to apply.