Hybrid Customer Success Coordinator

at Nova Pioneer

• Job title: Customer Success Coordinator
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Kenya

About the role

• Customer Success Coordinator engaging prospective families through multi-channel communication. Driving enrolment and enhancing customer experience at Nova Pioneer in Kenya.

Responsibilities

• Prospective Parent Engagement & Enrolment Conversion
• Engage Leads and Generate Applications: Proactively engage leads to maximize the conversion rate of qualified leads to applications for all current Nova Pioneer campuses in Kenya.
• Communication Multi-Channel Communication: Engage prospective parents via Phone Call, Email, SMS, WhatsApp, and Social Media (e.g. DMs/Comments) to share our school offering, answer queries, and build interest.
• Data & Reporting: Giving the organization visibility into our progress will be a key responsibility in this role.
• Social Media Management & Digital Engagement: Manage the scheduling and execution of approved social media posts across relevant Nova Pioneer platforms (e.g., Facebook, Instagram) to drive engagement and lead generation.
• Customer Engagement / Events: As a Customer Success Coordinator, you will be expected to Book parents for Open Days based on their campus of interest and schedule students for grade-specific assessments and give analysis of the Marketing events, and for making recommendations on potential improvements.

Requirements

• Bachelor's Degree in Marketing/Commerce/Business Administration or any other relevant related field
• A minimum of 1 year of experience in a customer-facing role
• Experience in sales, admissions, customer service, communications, business development, or social media management is strongly preferred.
• Exceptional Communicator: You speak clearly, confidently, and persuasively.
• Empathetic and Customer-Focused: You listen actively, quickly understand parent needs, and craft thoughtful responses that consistently build trust and rapport.
• Strategic Thinker: You can segment audiences, plan engagement journeys, and adapt strategies for different customer types and stages.
• Driven by Results: You are goal-oriented, proactive, and deeply accountable.
• Organized and Reliable: You can effectively juggle multiple conversations and follow-ups, meet strict deadlines, and consistently manage your workload with minimal supervision.
• Collaborative: You are a team player who thrives in cross-functional environments and brings energy and ideas to the table.

Benefits

• Professional development opportunities
• Flexible working hours
• Entrepreneurial environment
• Career pathways