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Associate Director, Conversion and Retention – APAC
QS Quacquarelli Symonds. Lead QS's student conversion and enrolment operations across the APAC region .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in student recruitment and enrolment management, with a focus on operational efficiency, stakeholder engagement, and performance optimization. Proficient in leveraging technology and data-driven insights to enhance student experience and achieve enrolment targets.
Highest-signal resume keywords
Management-Level Leadership ExperiencePerformance Management ExpertiseStakeholder Management SkillsWorkforce Planning CapabilityExperience with CRMs and Operational Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Student RecruitmentEnrolment ManagementData AnalysisKPI ManagementForecastingOperational Strategy DevelopmentChange ManagementProcess ImprovementResource ManagementPerformance Outcomes Ownership
Soft Skills
Excellent Communication SkillsCollaborative LeadershipStrategic ThinkingAdaptabilityCuriosity and Innovation
Tools & Technologies
HubSpotAI-Enabled SolutionsDigital Engagement TechnologiesReporting SystemsOperational Systems
Certifications & Qualifications
Bachelor's Degree in Business
Industry Keywords
Student ServicesCustomer SuccessContact Centre OperationsService Delivery ModelsOperational Governance
About the role
Key responsibilities & impact- Lead QS's student conversion and enrolment operations across the APAC region
- Drive achievement of enrolment outcomes across a portfolio of university partners
- Translate enrolment targets into operational strategies for student engagement, conversion and enrolment performance
- Provide strategic leadership, operational governance and people leadership across teams, locations and engagement channels
- Forecast workforce demand and optimise resources, operating hours and coverage to meet SLAs
- Manage performance, identify risks and implement recovery strategies
- Own regional quality assurance outcomes and drive consistency across teams and delivery environments
- Improve student experience, service quality and operational efficiency through technology, automation and AI-enabled solutions
- Develop Managers, Team Leaders and future leaders through training, capability development and succession planning
- Optimise HubSpot assets, including Playbooks, Snippets and AI Assistants
- Assess and improve processes, reconciliation and reporting requirements
- Engage internal stakeholders and university clients through operational updates, service enhancements and strategy discussions
- Contribute to client satisfaction, renewals, new business opportunities and QS's global conversion and retention strategy
Requirements
What you’ll need- Management-level leadership experience or above within student recruitment, admissions, enrolment management, customer success, student services or contact centre operations
- Experience managing leaders and geographically dispersed teams
- Experience owning performance outcomes within a KPI-, SLA- or target-driven environment
- Experience working with complex service-delivery models across multiple stakeholders
- Experience analysing data and translating insights into operational actions
- Experience leading change, transformation and continuous improvement initiatives
- Bachelor's degree in Business or a related discipline
- Strong commercial and operational acumen
- Advanced stakeholder management skills
- Workforce planning and resource management capability
- Strong forecasting and performance management expertise
- Ability to influence outcomes through collaboration and leadership
- Excellent communication and presentation skills
- Experience using CRMs, reporting and operational systems
- Understanding of AI, automation and digital engagement technologies
- Strategic thinking, data-driven decision making, proactive and solutions-focused approach, adaptability and resilience, curiosity and innovation, student and client focus, and collaborative and inclusive leadership
Benefits
Comp & perks- Competitive base salary
- Access to an annual bonus scheme (for qualifying roles only)
- 20 days annual leave, plus public holidays
- Generous maternity and paternity leave
- Access to an Employee Assistance Programme (EAP) and MiCare health
- A vibrant social environment and multicultural and multinational culture
- Free subscription to the Calm App
- Global wellness team and mental health first aiders globally
- Access to diversity and inclusion initiatives and groups
- Recognition and reward programs, including peer-to-peer recognition, quarterly and annual QS Applaud Awards, and Connect with your Career annual PD event
- Support for volunteering and study leave
- Free subscription to LinkedIn Learning
- Options to join the global Mentorship programme
- Hybrid work model with flexibility between working from home and the office