Ikon is a private Institute of Higher Education dedicated to Art Therapy, Early Childhood Education, Counselling, and Psychotherapy. The institute aims to guide individuals towards transformative futures by promoting curiosity and self-development through meaningful learning experiences. With campuses in Sydney, Melbourne, Brisbane, and Adelaide, as well as Distance Education, Ikon operates nationally. Currently, it has approximately 600 domestic and international students enrolled across its 3 Bachelor programs. As part of the ASX-listed EDU Holding Limited Group, Ikon is committed to providing exceptional customer service and non-academic support to its students.

The National Student Experience Manager is responsible for leading and managing Ikon’s National Student Experience team. This includes providing exceptional customer service and support to existing and new students, as well as overseeing day-to-day campus operations. The manager’s role involves developing and implementing strategies to enhance Ikon’s student experience throughout the entire student lifecycle. Key areas of focus include onboarding, student events and engagement, student satisfaction, and student communication.

The ideal candidate for this role has extensive customer service experience and a passion for creating engaging learning experiences for students. They should have demonstrated experience in team leadership and possess excellent interpersonal skills. They should be able to effectively manage multiple priorities while working collaboratively in a diverse and dynamic environment.

Key responsibilities of the role include:
– Ensuring the seamless delivery of Ikon’s student experience, from orientation to graduation, across all campuses
– Managing the Ikon CRM (Zendesk) and utilizing it to enhance student self-service capabilities and facilitate effective communication
– Developing and implementing a student retention program in line with Ikon’s intervention policy
– Managing student progress and addressing plagiarism, complaints, misconduct, grievances, and appeals in collaboration with academic staff
– Designing and delivering non-academic student engagement experiences throughout the student lifecycle, including formal and informal events
– Leading and managing the Student Experience team, including recruitment, performance management, and professional development

By joining Ikon, employees can benefit from perks such as paid birthday leave, training and development opportunities, on-campus breakfast supplies, year-round engagement events, and a fun and diverse team. The ideal candidate should have a bachelor’s degree or equivalent experience, at least five years of relevant experience in higher education, and a demonstrated ability to manage teams effectively. Strong IT literacy, experience with student management software, and customer service software are also essential, as well as proficiency in data input, reporting, and analysis.

Ikon celebrates diversity and aims to reflect contemporary Australian society to better serve its students. Applications from individuals of diverse backgrounds, including Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, sexually and gender diverse people, people with lived experience of adversity, and individuals of all ages, are encouraged.

To apply for the role, interested candidates can submit their application online or send their resume and a covering letter to [email protected] Only candidates with the right to live and work in Australia will be considered, and only shortlisted candidates will be notified of the outcome of their application