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Retention and Insights Manager

Greenwich Students' Union
Closing date
13 Dec 2021

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Contract Type
Full Time
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As we launch our ambitious 5-year strategic plan the Retention and Insights Manager will play a key role at Greenwich Students' Union in supporting students to stay and succeed at university.

The successful candidate will lead an established team in delivering our award-winning outreach programme which facilitates structured phone conversations with 1000's of students each term. This role will be instrumental in identifying broader trends in student behaviour and presenting these insights to the institution.

The post holder will take a strategic, evidence-led approach to developing further interventions to support students based on the insights gained from this project and from other areas of SU and university activity.

We're looking for an enthusiastic candidate who has experience managing projects, analysing data and communicating insights to senior stakeholder.

You don't have to come from a higher education background, but you should have an interest in working to help students succeed.

The post is fully funded for 6 months with the possibility of an extension at the end of this period.

This role sits within the Advocacy and Policy Team who focus on making 1-1 timely interventions to support students to succeed as well as identifying boarder trends in student behaviour to inform our strategic approach to services and support.

Reports to: Head of Advocacy and Policy

Responsible for: Outreach Supervisor & Outreach Ambassadors

Contract Length: 6 months with a possible extension

Salary: £35,000 pro-rata

Location: Avery Hill Campus -Eltham (Main site for this

project), Greenwich Campus and Medway Campus

with some home working

Duties and key responsibilities

This postholder will be part of the Advocacy and Policy Team and will be expected to contribute to departments wider objectives and planning.

The post holder will:

Manage and organise our award-winning Retention.
Providing line management to the Outreach Supervisor and Ambassadors, ensuring regular 121's and constant review of their progress.
Creating training materials for Ambassadors to support escalation of student queries.
Reviewing the survey script.
Working closely with the University on escalating student queries and redirecting to relevant support service.
Planning, organising, forecasting, and developing budgets.
Recruiting and developing training for staff. Presenting project findings analysis to key senior stakeholders.

Monitoring and Evaluation

Writing weekly reports to stakeholders on key data, monthly trend analysis and end of term impact reports.
Using insights from this project and other data to recommend and implement further interventions that aid retention and success.
Updating data sharing agreements Creating and developing a physical risk assessment, working closely with the Health and Safety Team.
Working closely with the Planning and Statistics Team, to confirm data requirements and analyse demographic data.

Budget and Financial Management

Work with the Head of Department for budgetary planning; setting and reviewing of budgets, ensuring effective spend of budgeted sums and restricted funds.
Being responsible for delivering activity within the allocated budget and ensuring these are effectively managed and controlled.
Review and provide narrative for scrutiny at monthly management meetings with the Finance Team. [IA1]
Being responsible for the monitoring, reporting and spending of multiple budget lines and ensuring cost-effectiveness across all activities.

Stakeholder management

Liaising with key stakeholders in the University of Greenwich (UoG) - Director of Student & Academic Services, Head of Student Finance, Head of Health & Wellbeing, Head of Student Services, Head of International & Compliance.
Liaising and working closely with the UoG Operations Teams to support and develop the physical setup of the project.
Collaborate with GSU colleagues to ensure we have a consistent approach to how we work with and support students.
Work with elected students and faculty staff to ensure we shape services students want and need, taking into consideration the varying campus priorities.

2 General Responsibilities

Represent and be an ambassador for GSU.
Be flexible and carry out other associated duties as may arise, develop, or be assigned in line with the broad remit of the position.
Maintain and improve competencies through continuous professional development.
Abide by organisational policies, codes of conduct and practices.
Support and promote liberation, diversity and equality of opportunity in the workplace.
Treat with confidentiality any personal, private, or sensitive information about individual organisations and or clients or staff and Project data.
Actively seek better ways to assist GSU in its effort to become a more sustainable workplace.
Any other duties commensurate with the accountabilities of the post.[IA2]

PERSON SPECIFICATION: Retention and Insights Manager

Essential Experience

Experience of project management, operational management and managing a large budget
Experience of working as part of a multi-functional team
Experience of line management
Experience of working with a range of stakeholders and partnership working

Ability to troubleshoot difficult situations, and deal with them calmly, efficiently and effectively
Good communication and presentation skills, with an ability to communicate ideas, issues, and procedures successfully at all levels and act as an external ambassador
Ability to produce confident, clear written reports and be able to write succinct documents on complex areas
Time management and organisational skills with the ability to manage others to reach deadlines, within agreed budgets and to a consistently high standard
Able to draft policies and procedures with an eye for detail and accuracy

Essential Knowledge

Awareness of current issues within the higher education sector
An understanding of effective charity and / or students' union governance
Knowledge of relevant health and safety legislation
Knowledge of GDPR and risk assessments


No one specific qualification is required, but evidence of recent continuing professional development in a professional area relevant to the post is required. For example: ILM, City & Guilds etc

Essential Personal Attributes and other requirements

A role model who promotes high standards of ethics, integrity and honesty
Able to travel extensively within the Borough and Region
Able to work some evenings and weekends and stay overnight where necessary
Works well in a team with a flexible approach to work
A commitment to the principles and practices of equality and diversity
An ability to apply awareness of diversity issues to all areas of work.
Commitment to the values and ethos of GSU

Duplicated [IA1] [IA1]

Development of supervisor/Conducting 1-2-1's with the ambassadors and constant review of progress etc [IA2] [IA2]
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