Job Description: Head Parent Relationship Management

Experience: 10–14 Years
Education: Graduate; MBA preferred
Employment Type: Full-Time
Reporting To: Senior Leadership

Job Overview

We are looking for an experienced and people-focused Head of Parent Relationship Management to lead the parent relationship function across multiple regions. The role involves building standardised processes, strengthening parent trust, managing regional leadership teams, and ensuring a consistent parent experience across campuses.

The ideal candidate will have strong leadership and stakeholder management skills, experience managing managers, and a proven ability to build and improve relationship management or customer experience processes. This role requires a hands-on leader who can handle sensitive escalations, drive service quality, and present function-level performance and insights to senior leadership.

Key Responsibilities

- Function Leadership: Develop and implement standard operating procedures, service-level agreements (SLAs), hiring standards, tracking mechanisms, and reporting processes across regions.
- People Management: Lead, mentor, and manage regional Senior Managers, ensuring accountability, consistent people practices, and achievement of performance goals.
- Escalation Management: Act as the final escalation point for complex, sensitive, and reputation-critical parent concerns, ensuring timely and effective resolution.
- Parent Experience & Trust: Monitor parent satisfaction, trust levels, and Net Promoter Score (NPS), and implement initiatives to improve the overall parent experience.
- Reporting & Analytics: Consolidate regional performance data into company-wide reports covering parent satisfaction, escalations, service quality,



and overall function health.
- Parent Engagement & Education: Develop and manage parent communication and engagement calendars, including newsletters, programme updates, and career awareness initiatives.
- Cross-Functional Collaboration: Work closely with academic/programme operations, institutional partnerships, student relationship teams, and campus administration to resolve concerns and improve service delivery.
- Process Compliance: Ensure consistent adoption of service standards, tracking systems, and parent-to-relationship-manager mapping policies across locations.
- Continuous Improvement: Identify gaps in existing processes, build scalable solutions, and improve operational efficiency and stakeholder satisfaction.

Required Qualifications & Experience

- 10–14 years of overall professional experience, including 4–5+ years of experience managing managers in a relationship-focused, customer-facing, or stakeholder engagement function.
- Proven experience leading multi-location teams, regional managers, or team leaders.
- Demonstrated ability to build or significantly improve customer relationship, customer experience, or stakeholder management processes.
- Strong experience handling sensitive escalations and resolving complex stakeholder concerns.
- Ability to define and monitor KPIs, SLAs, customer satisfaction metrics,



and operational performance.
- Excellent communication, leadership, decision-making, and stakeholder management skills.
- Strong analytical skills with the ability to translate performance data into actionable improvements.
- A hands-on leadership approach with the ability to personally intervene in critical cases when required.

Good to Have

- Experience in higher education, education technology, or parent/student relationship management.
- Background in customer success, customer experience, guest relations, relationship management, or stakeholder engagement.
- Experience establishing consistent service and relationship management standards across multiple locations.
- Experience managing trust, satisfaction, or expectation-management initiatives across distributed teams.

Key Performance Indicators (KPIs)

- Overall parent satisfaction and NPS across regions.
- Turnaround time for escalated parent concerns.
- Compliance with parent-to-relationship-manager mapping ratios.
- Performance and target achievement of regional Senior Managers.
- Parent engagement and participation in communication and education initiatives.
- Adoption and consistency of standard operating procedures and service-level agreements.

Ideal Candidate Profile

We are looking for a proactive, accountable, and empathetic leader who can build solid stakeholder relationships, develop high-performing teams, and establish scalable relationship management processes. The successful candidate should be comfortable balancing strategic leadership with hands-on problem-solving while maintaining high standards of trust, service quality, and operational consistency.

📌 Parent Relationship Head (Hyderabad)
🏢 r3 Consultant
📍 Hyderabad