Regional Retention & Country Admissions Manager

Job Description

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

• 1. Regional Retention Strategy & Parent Experience Leadership (50%) 

• Regional Framework: Design and standardise the parent experience audit and pulse-check mechanics across the entire regional portfolio. 

• NPS & Data Analytics: Oversee the Net Promoter Score (NPS) framework, analysing regional data to identify at-risk cohorts and developing proactive intervention strategies. 

• The Family Journey: Map and improve every touchpoint of the Family Experience Journey, from the very first enquiry through to graduation and alumni status. 

• Best Practice Integration: Work closely with the Thailand Country Manager to ensure that retention successes in one market are scaled and implemented in the other. 

• 2. Vietnam Sales, BD & Market Leadership (50%) 

• Vietnam Sales Strategy: Manage the on-the-ground execution of student recruitment and local corporate outreach (B2B) specifically for the Vietnamese market. 

• Hanoi Market Leadership: Act as the primary commercial advisor and point of contact for School Principals in Vietnam, aligning school-level goals with regional growth targets. 

• Pipeline Management: Oversee a high-touch soft-sales pipeline, ensuring that enquiries are nurtured through personalized engagement rather than aggressive commercial tactics. 

• Local Positioning: Monitor the Hanoi competitive landscape to ensure our schools maintain a clear "Point of Difference" in a rapidly evolving market. 

Skills, Qualifications and Experience

• Industry Background: Minimum 5 years of experience in a high-touch service environment. Experience in International Education, Premium Hospitality, or Luxury Client Relations is highly preferred. 

• Soft-Sales Expertise: Proven track record in managing complex, multi-entity sales pipelines where relationship-building is the primary driver of conversion. 

• Retention Specialist: Demonstrated expertise in implementing data-driven retention strategies and managing large-scale NPS or customer satisfaction frameworks. 

• Linguistic Agility: Fluent in both English and Vietnamese. You must possess the cultural nuance required to navigate the Hanoi business landscape while communicating effectively with a global leadership team. 

• Analytical Rigour: Highly proficient in using data to prove family happiness. You don't rely on gut feeling; you use metrics to drive strategic pivots. 

• Cultural Agility: Comfortable moving between the distinct business cultures of Hanoi and Bangkok, with the ability to influence stakeholders across both borders. 

• Empathy & Leadership: An empathetic leader who understands that education is a people business and can inspire school-level teams to elevate their service standards. 

ISP Leadership Competencies

You consistently demonstrate and role-model the ISP Leadership Competencies in all that you do.

Collaboration. Takes an active part in leading their school or region; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues to solve problems and maximise opportunities.

Learning & Getting Better. Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback; supporting others in their continual learning, development and growth.

Innovation Leadership. Is good at creating an environment where ideas for learning initiatives and services are generated and is able to motivate and inspire others through the process of creation through to completion.

Outcome driven. Can be counted on to find solutions. Is consistently looking to exceed goals and is focused on KPIs.

Resilience. Can deal with setbacks and challenges calmly and effectively.

Community Focus. Is committed to meeting and exceeding the needs and expectations of our students and their families.

Integrity & Ethical Management. Has the ability to work ethically and with integrity; helps others feel valued; upholds and models the ISP Vision, Purpose and Principles.

Leading & Inspiring Others. Supports, encourages and inspires students, colleagues and teams so that they give their best.

Understanding People. Is a very good judge of talent, can objectively articulate the strengths and motivations of people inside or outside the organisation.

Influencing & Communication. Consistently informs, influences and inspires students, parents and colleagues through timely and effective communication.

Agile. Responds and adapts to changing circumstances; manages and solves problems by providing solutions in a climate of ambiguity.

Strategic, Commercial & Financial Awareness. Has the ability to apply understanding of the business and industry to improve effectiveness and profitability.

Planning & Decision Making. Makes decisions on the best course of action and then plans, organises, prioritises and balances resources to achieve the desired outcome.

Diversity & Equity. Has the sensitivity, awareness and skill to understand the values, behaviours, attitudes and practices across cultures that supports all children and adults to learn and work effectively.

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.

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.