Laurus Education is seeking an experienced and student-focused Full-Time Student Experience Manager to lead the delivery of a high-quality student experience from enrollment through to graduation and alumni engagement in our Melbourne location.

Reporting to the Director, Student Experience, you will lead the Student Experience team and oversee student-facing services, engagement initiatives, retention activities, events, complaints and appeals, and student support.

This role is ideal for a collaborative and proactive leader passionate about improving student outcomes and creating meaningful, inclusive student experiences.

About the Role

The Student Experience Manager plays a key leadership role in shaping the student journey from enrolment through to graduation and alumni engagement.

You will be responsible for driving student engagement and retention initiatives, supporting early intervention for students at risk, overseeing student enquiries and support processes, and ensuring effective management of complaints, appeals and critical incidents.

The role also provides an opportunity to influence service improvement, introduce innovative approaches to student support and build a high-performing, accountable and student-centred team.

Key Responsibilities

Support the development and implementation of student experience strategies aligned with Laurus Education’s objectives

Lead initiatives that enhance student engagement, satisfaction, retention and success

Lead early intervention initiatives for students at risk of disengagement or withdrawal

Work with relevant teams to identify student risks and coordinate appropriate support, referrals and pathways

Oversee effective management and triage of student enquiries within agreed service standards

Lead, develop and support the Student Experience team, fostering accountability, collaboration and service excellence

Monitor team performance and support professional development and continuous improvement

Lead the planning and delivery of key student events including orientation and graduation

Develop initiatives that strengthen student connection, participation and engagement

Monitor student services against quality standards and identify opportunities to improve processes and outcomes

Support innovation and change initiatives that enhance the student journey

Build strong relationships across academic and operational teams to ensure a seamless student experience

Work closely with Student Administration and Reporting & Progression teams to support students throughout the student lifecycle.

About You

You are a highly organised and approachable professional who enjoys creating positive campus experiences and supporting operational excellence.

You will bring:

Bachelors Degree in Business Management (or Similar).

4 Years experience of experience in the role (or similar).

Strong customer service and stakeholder engagement skills

Excellent communication and interpersonal skills

A proactive approach with strong attention to detail

The ability to manage competing priorities in a fast-paced environment

A genuine commitment to supporting students and creating inclusive experiences

People-focused leader with experience in student services, VET, CRICOS, higher education or a similar environment.

Strong organisational capability.

A solutions-focused mindset and a genuine commitment to creating an exceptional student experience

Why join us

Values-led organisation committed to students success.

Supportive national team with growth opportunities

Professional development and career pathways.

Are you ready to shape the professional journey?

Then we would love to hear from you. Apply now with your resume and a short cover letter outlining your relevant experience and motivation for joining Laurus Education.

For any questions, feel free to reach out at Dennise Loyo on 03 •••• •838 or at ••••@lauruseducation.com.au

Note:

*ONLY shortlisted candidates will be contacted.