Executive, Learner Engagement

Manage Learner Engagement, Retention and Success

• Serve as the primary point of contact for learners across the end-to-end learner journey, from pre-course onboarding to post-course support.
• Conduct proactive outreach by email, phone and other approved channels before, during and after training to guide learners and sustain engagement.
• Conduct learner orientation and communicate course schedules, participation expectations, attendance and funding requirements, and available support channels.
• Monitor learner attendance, assessments and progress throughout the programme.
• Identify and address attendance non-compliance and risks of learner withdrawal or non-completion through timely intervention, support and follow-up.
• Support learner retention and successful programme completion through proactive engagement and timely coordination of make-up training and reassessment opportunities where necessary, minimising funding risks and safeguarding programme revenue.
• Support post-course follow-up, including graduate engagement, employment-related touchpoints and referrals.

Manage Stakeholders

• Prepare reports and management updates on learner engagement activities, intervention outcomes and financial impact.
• Use learner data and operational insights to identify trends and support management decision-making.

Requirements

• Excellent communication skills, both written and verbal.
• Ability to build rapport and engage learners from diverse backgrounds.
• Proactive with strong problem-solving and conflict resolution skills.
• Proficient in Microsoft Office (especially Word, Excel & PowerPoint)
• Ability to remain composed under pressure.
• Customer-centric mindset.
• A good team player.
• Prior work experience in customer success or account management is preferable.