Regional Head of Family Experience and Retention

Job Description

Purpose of Role

The Regional Head of Family Experience & Retention is a senior leadership role responsible for designing and institutionalizing consistently high-quality parent experience across all schools, with a clear focus on improving parent satisfaction (NPS) and student retention.

The role will focus on reviewing current family engagement practices, identifying best practices across the network, and translating these into a structured Family Engagement Playbook covering engagement cadence, quality standards, and execution expectations.

A key expectation is to partner closely with School Principals, enabling them to build the right structures, ownership, and processes to deliver a consistently high standard of family experience.

Success will be measured by sustained improvement in Parent NPS scores and Year-on-Year re-enrolment rates, supported by strong governance, audit discipline, and playbook compliance.

• Family Experience Strategy & Leadership
• Review existing family engagement touchpoints across all schools.
• Identify and institutionalize best practices across the network.
• Design and implement a Family Engagement Framework.
• Develop a Family Engagement Playbook covering cadence, quality, and standards.
• Principal Advisory & School Enablement
• Advise School Principals on structures, roles, and accountability.
• Ensure that each school has a defined retention and engagement plan.
• Playbook Implementation & Governance
• Roll out the Family Engagement Playbook across all schools.
• Define structured engagement cadences.
• Ensure consistent adoption and execution
• Audit, Compliance & Continuous Improvement
• Implement a Playbook Compliance Audit Framework.
• Develop a monthly compliance scorecard.
• Share audit outcomes with Principals and Regional Managing Director.
• Communication & Engagement Quality
• Elevate quality and consistency of school-parent communication.
• Capability Building
• Train school SLT and teams on effective parent engagement.

7. Data, Insights & Retention Management

• Build dashboards to analyze NPS and re-enrolment performance
• Identify at-risk families and advice schools on possible intervention.
• Key Success Metrics (KPIs)
• Improvement in NPS
• Year on Year improvement in student re-enrolment rate in each school
• Reduction in avoidable withdrawals in each school.

Stakeholders

Internal: School teams including Campus Principals, Retention Champion, Head of Marketing, Head of Admissions, Head of Technology and School Family experience specialists.

External: Parents.

Skills, Qualifications And Experience

• 12–18 years of experience in school leadership (Principal/Academic Head/ Pastoral Care / Parent Relations) with strong parent engagement.
• Proven ability to manage large volumes (20,000+ students) and deliver results in matrixed environments.
• Experience managing mid-sized teams (20–25 indirect reports).
• Strong analytical, communication, and reporting skills; HubSpot/iSAMS experience preferred.

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.