Customer Experience and Success Manager

Job Title: Customer Experience and Success Manager

Full Time Published On: 14/12/2025 8:25:05 pm

Job Description

Job Summary
To design, lead, and manage all aspects of customer experience and retention across Mind Stretcher’s centres and brands. This role ensures that every parent and student’s journey, from enrolment to renewal, reflects excellence in service, responsiveness, and relationship management. You will spearhead customer success strategies, retention initiatives, and feedback systems to improve satisfaction, loyalty, and brand trust.

Success will be measured by retention and renewal rates, customer satisfaction, time-to-resolution, withdrawal rates and referral rates. These metrics are designed to be interlocking, yet holistic in the outcome that you will be expected to drive.

Key Responsibilities

Customer Experience Strategy

• Map and refine the end-to-end parent and student journey across onboardi...