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Pearson Student Retention Team Leader in Melbourne, Australia

Student Retention Team Leader


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

The Student Success Team Leader provides operational leadership, coaching and daily performance management of an inbound/ outbound call centre team to achieve all student retention and student experience KPI’s. Through detailed and ongoing performance analysis, the Student Success Team Leader will construct and apply student retention and engagement strategies to ensure all targets are met.

The Student Success Team Leader is responsible for identifying, implementing and monitoring opportunities for ongoing productivity, operational effectiveness and efficiencies, as well as act as an escalation point to resolve any issues or student complaints.

This role is responsible for managing all partner and student interactions and engagements relating to the student experience beyond enrolment. This is including, but not limited to student on-boarding, welcome calls, welcome webinars, unit webinars, convener complaints or concerns, teaching period review meetings, integrated communication campaigns, student queries, processing of deferment and withdrawal applications.

Key Responsibilities:

  • Achieve team annual and teaching period retention targets while maintaining a commitment to the ideal student experience

  • Provide leadership, coaching and development to team members

  • Conduct performance analysis to understand trends, issues, opportunities and adjust operational effectiveness plan accordingly

  • Supply data rich evidence to support conversion issues or opportunities

  • Effective, proactive and professional communication with the University partners at all times


  • A strong sales focus with experience in lead generation, sales processes and general selling principles

  • Substantial experience in a leadership role within a successful outbound sales call center environment

  • Extensive experience in a service delivery role

  • Experience recruiting and on-boarding large volumes of new team members

  • Education experience (Higher Education or VET), is strongly desirable

  • Experience maintaining an ongoing training schedule for team members

  • Knowledge of, or experience in developing customer/student centric improvements

  • Knowledge of, or experience in the education industry is desirable

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.

At Pearson, we value the employee journey and pride ourselves in building an inclusive and diverse culture.


Primary Location: AU-VIC-Melbourne

Job: Learning Delivery

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jan 13, 2020

Job Unposting: Jan 28, 2020

Schedule: Full-time Regular

Req ID: 1916075

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.