Job openings

Purpose

Working closely with key stakeholders across the University Group, the Head of Global Customer Engagement (Africa Hub) will lead the global customer engagement strategy and delivery, responsible for driving student retention, progression and completion through a centralised engagement approach. The post holder will lead a Customer Engagement team and ensure alignment with institutional priorities, customer strategy, and performance expectations. The role will form part of the Senior Leadership Team (SLT) of the Rwanda Hub, working alongside senior colleagues from other departments to support the overall success of the Hub.

Main Duties and Responsibilities

1. Lead the global centralised Customer Engagement operations team, ensuring retention, progression completion of students as well as resolution of enquiries.
2. Develop and implement retention strategies that improve student outcomes and access to support.
3. Ensure high‑quality product knowledge and maintain feedback loops with the wider CUAS leadership teams.
4. Align engagement work with the University Group’s Access and Participation Plan.
5. Set operational strategies and ensure performance against KPIs.
6. Report on engagement metrics and customer sentiment.
7. Ensure team culture aligns with organisational values.
8. Manage processes for key customer milestones.
9. Plan and resource operations to meet forecasted demand.
10. Manage budgets for centralised Customer Engagement operations.
11. Shape long‑term engagement strategies.
12. Lead CRM, contact channel (telephony & other appropriate channels) and Learner Analytics development.
13. Ensure consistency of messaging with recruitment and marketing.
14. Act as final escalation point for complex issues for Customer Engagement.
15. Lead staff development and progression.