Admissions & Customer Engagement Manager

Job Description

Job Description

Job Title: Admissions & Customer Engagement Manager
Location: 750 E. Haverford Road, Bryn Mawr, PA 19010 (on-site)
DEPARTMENT: Marketing, Admissions & Customer Engagement
REPORTS TO: Chief Marketing Officer
STATUS: Full-Time, Year-Round

Position Overview

The Admissions & Customer Engagement Manager is an individual contributor role responsible for driving enrollment growth, delivering an exceptional family experience across every ESF brand and property. This role owns the full admissions lifecycle, from first inquiry through enrollment, in-season engagement, and re-enrollment, while also serving as the primary point of accountability for customer support, family engagement, and customer lifetime value.

Reporting to the Chief Marketing Officer, the Admissions & Customer Engagement Manager is a hands-on operator who balances strategic thinking with daily execution, personally managing outreach, resolving family needs and continuously improving the systems and processes that power the admissions experience.

Enrollment Strategy & Sales

• Own the enrollment funnel end-to-end: develop and execute strategies to convert inquiries into enrollments across all ESF brands: Day Camps, Sports Camps, Specialty STEAM Camps, Bold Summers, Phillies Baseball Academy, Jr. 76ers Camps, Phillies Phantasy Camp and all campus-based programs.
• Execute the annual admissions plan to meet organizational sales, revenue and retention goals
• Personally lead consultative sales conversations with prospective families, matching campers to the right programs based on age, interests, location, and developmental goals.
• Collaborate on and execute re-enrollment and retention strategies to maximize returning-family rates, including early-bird campaigns, loyalty outreach, and personalized communications calibrated to each family’s enrollment history.
• Monitor and act on enrollment trends: track application volume, conversion rates, waitlist movement, and cancellation patterns across all properties; surface insights and recommend tactical adjustments to the CMO and leadership team.
• Partner with Marketing to align admissions messaging, campaign timing, and lead quality across paid, organic, email, and SMS channels.
• Collaborate with site leadership and operations to ensure enrollment capacity, session availability, and program mix reflect market demand at every campus.

Customer Engagement & Support

• Serve as the primary owner of the family experience across the full customer lifecycle—from initial inquiry through enrollment, pre-camp onboarding, in-season communication, post-season follow-up, and re-enrollment.
• Handle customer requests, questions, and needs directly, including schedule changes, financial inquiries, special accommodations, cancellation processing, and program transfers—resolving each with empathy, clarity, and efficiency.
• Maximize customer lifetime value by proactively identifying opportunities to deepen family engagement: cross-selling across brands and programs, upgrading enrollment (additional weeks, extended day, specialty add-ons), and nurturing multi-year retention.
• Design and continuously improve parent communication touchpoints throughout the enrollment lifecycle, from inquiry response and welcome sequences to mid-summer check-ins and post-season re-engagement.
• Develop and maintain onboarding resources for new families that reduce friction, build confidence, and set expectations for the ESF experience after the first day of camp.
• Monitor and respond to family feedback channels (surveys, reviews, direct outreach, social comments) and translate patterns into actionable improvements for admissions, operations, and the broader organization.
• Manage escalated concerns with care and professionalism, balancing family satisfaction with ESF policy while preserving long-term relationships.
• Track customer engagement KPIs including response time, resolution rate, Net Promoter Score, returning-family rate, revenue per family, and multi-brand enrollment to inform strategy and demonstrate impact.

Sales Communication & Outreach

• Architect the admissions communication calendar, planning and sequencing outreach across email, SMS, phone, and direct mail for all brands and enrollment windows.
• Write and refine sales-oriented copy for enrollment emails, SMS campaigns, call scripts, and follow-up sequences—ensuring all messaging is on-brand, compelling, and personalized rather than templated.
• Develop segmented outreach strategies based on family type (new vs. returning, single-camp vs. multi-brand), geography, camper age, registration timing, and enrollment history.
• Build and maintain admissions playbooks that document best practices, objection-handling frameworks, and talking points for every ESF brand and program.
• Leverage CRM tools (HubSpot) to build, automate, and optimize enrollment workflows, lead scoring, pipeline management, and family lifecycle communications.
• Use registration date data and behavioral signals to prioritize outreach, time follow-ups, and identify families at risk of not converting or not returning.

Qualifications

Required:

• 3+ years of progressive experience in admissions, enrollment management, consultative sales, customer engagement, or account management—ideally within education, youth programming, hospitality, or a similarly service-driven, seasonal business.
• Proven track record of personally managing a high-volume sales and service workload while maintaining quality, warmth, and attention to detail.
• Strong command of CRM platforms and marketing automation tools, with hands-on HubSpot experience strongly preferred.
• Demonstrated ability to develop data-informed enrollment and retention strategies, interpret funnel analytics, and translate insights into tactical execution.
• Exceptional written and verbal communication skills, with the ability to craft compelling, brand-aligned messaging across channels and to connect with families with warmth and professionalism.
• Experience building and managing community partnerships, local marketing initiatives, or grassroots outreach programs.
• Comfort working cross-functionally with marketing, operations, and regional field teams in a fast-paced, seasonally intensive environment.

Preferred:

• Experience in camp, youth enrichment, independent school, or early childhood education enrollment.
• Familiarity with seasonal business rhythms and the ability to thrive during high-intensity enrollment windows.
• Background in building or optimizing sales communication workflows, including email/SMS sequences and lead nurture programs.
• Comfort with data visualization, enrollment reporting, and presenting performance insights to executive leadership.
• Knowledge of the Philadelphia/Mid-Atlantic family market and competitive landscape is a strong plus.
• Experience with community event planning, sponsorship activation, or field marketing.

Compensation & Benefits

ESF offers a competitive compensation package commensurate with experience, including performance-based incentives tied to enrollment and retention outcomes. Benefits include health insurance, paid time off, professional development support, and complimentary camp enrollment for employee families.

ESF Camps & Experiences is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and the families we serve.