Parent and Candidate Experience Manager

Parent and Candidate Experience Manager

· Location: Epsom (with some flexibility)

· Salary: Up to £58k

· Quarterly performance related bonus

· Full time, Mon-Fri, 40 hours per week

 

Own the end-to-end experience for every parent and candidate who interacts with Fennies, shaping the process, systems and standards that turn a first enquiry into a lasting relationship.

At Fennies, we nurture our people to build a thriving community for children, families and educators.

If you're a driven, experience-obsessed team player who loves turning process, data and training into a seamless journey for parents and candidates alike, this is your opportunity to own that experience across Fennies and be part of a high performing team.

 

Why join Fennies?

We’re ambitious and innovative – but our purpose to provide the very best Early Years experience for the children in our care is what motivates us every day. We’re committed to being the best, so if you’re looking for a role that enables you to use your commercial acumen in a role that has real purpose, then we’re keen to hear from you.

Competitive salary and bonus

· Salary: Up to £58k

· Quarterly performance related bonus

· Pension scheme

Wellbeing and Lifestyle benefits

· 25 days annual leave increasing by 1 day per year of service (up to 30) plus bank holidays

· BUPA wellbeing support

· Free daily meals from the Fennies Café

Childcare discount and support

· Generous childcare discount

Career Development

· A supportive, professional team focused on delivering results and having impact

· Training and development related to your role

A community of committed, high achieving colleagues

· Regular team forums and networking

· Summer BBQs, Christmas events and company celebrations

· Recognition and reward through the Fennies Club long service awards

 

About the Role

As Parent and Candidate Experience Manager, you will own the end-to-end experience of everyone who interacts with Fennies through the Admissions and Talent funnels — from a parent's first enquiry to a candidate's first day — setting the standards, process and systems that deliver it consistently, and holding performance to account through clear SLAs and analytics.

You will:

· Own the parent and candidate experience end-to-end, mapping every touchpoint across the Admissions and Talent journeys to identify friction, gaps and opportunities

· Define what an outstanding parent and candidate experience looks like at Fennies, and set the standards the Admissions and Talent teams work to

· Build and own the playbooks, SOPs and scripts that Admissions Execs and Talent Execs use day-to-day, ensuring consistency across every site and every hire

· Develop and maintain clear policies covering response times, follow-up cadence, escalation and service recovery

· Design and deliver training programmes for the Admissions and Talent teams, and own onboarding for new joiners into those teams

· Own the CRM, ATS and enquiry management systems that underpin the parent and candidate journey, driving adoption and configuration

· Define and own SLAs for parent and candidate experience, including response times, conversion stages and follow-up standards

· Build and run weekly analytics reporting individual performance against target, using insight to drive coaching, training and accountability conversations

· Feed experience, SLA and performance insight into wider Business Development reporting

 

What we're looking for

You're a driven, detail-focused leader who loves turning process, training and data into a seamless experience for the people who matter most to Fennies — our parents and candidates.

You will have:

· Proven experience designing or owning a customer, parent or candidate experience function, ideally spanning more than one team or journey

· Strong process and policy design skills, with a track record of building playbooks or SOPs that others follow consistently

· Confident designing and delivering training, with the ability to coach individuals using performance data

· Comfortable owning CRM/ATS or similar systems, driving adoption and configuring them to support process

· Strong analytical skills, able to build and interpret weekly performance reporting and translate it into action

· Excellent stakeholder management, able to work cross-functionally as a peer to other functional leads

· High attention to detail and a genuinely high bar for what good service looks like

Most importantly, you will bring a genuine passion for great experience, sharp process thinking, and the analytical rigour to prove it's working.

 

Become part of the Fennies DNA

We're family-owned and family-run; this guides our culture, our decision making, and what it feels like to be part of our team. We have a strong sense of community, with connections that bring us together and the systems and processes that mean our educators can focus on what they do best. Quality matters to us – starting with our people and curriculum - through to our beautiful buildings and inspiring environments. We're investing into Fennies, into our teams, and into the education we provide our children. Our People Promise inspires us to build the kind of culture that is ambitious, passionate and supportive. We provide the environment where you can:

· Be Yourself

· Come Together

· Be All In

· Go Further

If this sounds like you, or you just want to know more about what it means to be part of the Fennies family, make contact with us today for a chat.

 

Take your next steps with Fennies

If you think this sounds like you and you are keen to know more, make an application via our website, Indeed or directly to recruitment@fennies.com.

We'll be shortlisting candidates throughout August, with interviews at our Head Office in Epsom at the end of August.

 

Diversity and Inclusion

At Fennies, we celebrate diversity and believe inclusive teams create stronger learning environments for children. We welcome applicants from all backgrounds and are committed to creating a workplace where everyone feels valued and supported.

 

Safeguarding

Fennies is committed to safeguarding and promoting the welfare of children and young people. All successful applicants will be required to complete an enhanced DBS check and provide proof of identity. In line with Safer Recruitment guidance, online searches (including social media) may be conducted for shortlisted candidates.

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