Company Description Newland Australian School is an educational institution that responds to the social and technological changes shaping today’s learners, especially digital natives. The school embraces the “Third Learning Revolution,” recognizing that easy access to information requires new approaches beyond memorization. NWL focuses on developing reasoning, critical thinking, and meaningful learning so students retain knowledge and can apply it in real-world contexts.

The institution is committed to helping families navigate these changes and to creating an environment where students connect differently with the world and with knowledge.

Role Description The Family Experience Officer is a full-time, on-site role assigned to a specific Campus (Juriquilla, Corregidora, Zibatá, Milenio, San Miguel), focused on building strong, collaborative relationships between families and the school. The main purpose of this role is to enhance family satisfaction, build long-term loyalty, identify retention risks, and create meaningful experiences that contribute to student retention and re-enrollment. We are looking for someone who does more than listen — someone who can turn family feedback and data into concrete actions and measurable improvements.

Key Responsibilities

Design and implement the Family Experience and Retention Strategy, aligned with institutional goals.

Monitor key indicators such as retention, re-enrollment, withdrawals, satisfaction, and NPS.

Identify students and families at risk of leaving and coordinate timely intervention plans.

Manage the Voice of the Family,



identifying needs, pain points, and opportunities for improvement.

Develop listening and feedback mechanisms across key moments of the Family Journey.

Analyze withdrawal reasons and develop preventive strategies.

Coordinate re-enrollment and family loyalty initiatives.

Follow up on relevant family cases, ensuring proper resolution and closure.

Develop initiatives that strengthen community, engagement, and sense of belonging.

Support strategies to maintain strong relationships with alumni and former families.

What We’re Looking For

Bachelor’s degree in Marketing, Business Administration, Communications, Public Relations, Customer Experience, or a related field.

At least 3 years of experience in Customer Experience, customer retention, loyalty, account management, customer service, or related areas.

Advanced English proficiency is required.

Experience managing projects and monitoring performance indicators.

Experience in the education sector is highly desirable.

Key Competencies

Strong customer and family orientation

Active listening and empathy

Data analysis and decision-making

Project planning and follow-through

Excellent communication and interpersonal skills

Problem-solving and negotiation

Cross-functional collaboration

Results-driven mindset

Ability to manage sensitive situations professionally

Compensation & Benefits

Gross monthly salary: MXN $24,000

Full statutory benefits (Mexican law)

Full-time, on-site position

Each Family Experience Officer will be assigned to one specific campus

📌 Family Experience Officer (Santiago de Querétaro)
🏢 Colegio Newland
📍 Santiago de Querétaro