Marketing and Customer Success Lead, Quest

As the Marketing & Customer Success Lead on Quest, you will own Quest's growth, community, and customer experience. While the team is still lean, you will bridge marketing, partnerships, and customer support, driving awareness, engagement, and adoption of Quest across schools and learners. Working closely with the product, partnerships, and marketing teams, you will lead Quest's day-to-day marketing activities, manage relationships with schools and partners, support customer success, and ensure users have an excellent experience throughout their journey with Quest. You will help establish Quest as a trusted platform while serving as the primary point of contact for user communications and community engagement. This is a hands-on, field-facing role. You should be comfortable walking into a school, meeting the principal, pitching a Quest programme, and then following through with the marketing and operational work to make it successful. It combines marketing, customer success, community building, and field engagement into one role, which fits where Quest is today. KEY RESPONSIBILITIES Marketing & Brand - Execute Quest's marketing strategy across digital and offline channels. - Coordinate campaigns with Nova Pioneer's central marketing team and external agencies. - Create and manage marketing content, including social media, email campaigns, WhatsApp communications, newsletters, and promotional materials. - Manage Quest's online presence and ensure brand consistency. - Measure campaign performance and recommend improvements. School & Community Engagement - Build relationships with schools, principals, teachers, and education partners. - Promote Quest programmes and events to prospective participants. - Support recruitment for programmes such as Quest Camps, the Bridge Programme, and Quest Ascend. - Represent Quest at school visits, education events, and community engagements. Customer Success & Support - Serve as the first point of contact for learner and school enquiries via email, WhatsApp, and other support channels. - Resolve user issues or coordinate with internal teams to ensure timely resolution. - Maintain a high-quality support experience for learners and partners. - Identify recurring customer issues and work with the product team to improve the experience. Community Building - Grow and engage the Quest alumni community. - Support the planning and execution of community events, webinars, and alumni programmes. - Help launch and manage initiatives such as Quest Ascend and innovation competitions. - Foster an active community that encourages peer learning and engagement. Partnerships & Growth - Identify opportunities to increase programme participation. - Collaborate with schools and community organisations to expand Quest's reach. - Support outreach campaigns and strategic partnerships that drive learner acquisition

3–5 years of experience in marketing, community management, customer success, partnerships, or a related role; experience working with schools, youth programmes, EdTech, or education organisations is highly desirable; excellent written and verbal communication skills; strong relationship-building and stakeholder management abilities; ability to create and manage content across social media, email, WhatsApp, and newsletters; ability to plan and execute marketing campaigns and measure performance; comfort representing Quest in person at schools, education events, and community engagements; strong organisation and ability to manage multiple projects at once; familiarity with community-building, alumni engagement, or membership programmes is a plus; experience working on education, youth-facing, or consumer products is a plus