Marketing and Customer Success Lead, Quest

ABOUT NOVA PIONEER

Nova Pioneer is a pan-African network of schools reimagining education to develop innovators and leaders who will shape the future. With campuses across Kenya and South Africa, we deliver rigorous, values-driven learning that equips students with the skills, mindsets, and confidence to thrive in a rapidly changing world. We are extending this impact through blended digital and in-person programmes that help young people thrive after school.

ABOUT QUEST

Quest is a learner-facing platform being built to support Nova Pioneer's Post School Success Programme (PSSP). The initial MVP focuses on one clear learner journey: helping high school students explore post-school pathways, complete guided quests, submit work, and receive structured feedback (including AI-supported feedback). We are building one meaningful learner loop, tightly integrated with offline school programmes. Clarity, safety, and usability matter more than feature volume.

About the Role

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.

PROFESSIONAL QUALIFICATIONS

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. Comfortable managing multiple projects in a fast-paced environment. A self-starter who enjoys building new initiatives from the ground up. Demonstrated ability to work independently, prioritise effectively, and collaborate across product, partnerships, and marketing.

CORE SKILLS AND COMPETENCIES

Must-haves

• 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, then measure performance and iterate.
• Comfort representing Quest in person at schools, education events, and community engagements.
• Strong organisation and the ability to manage multiple projects at once

Nice-to-haves

• Experience working on education, youth-facing, or consumer products.
• Familiarity with community-building, alumni engagement, or membership programmes.
• Experience supporting a customer success or support function.
• Familiarity with CRM, email marketing, or project management tools (e.g. Jira, Linear).
• Understanding of youth safeguarding and data privacy in a learner-facing context.

SUCCESS MEASURES (FIRST YEAR)

• Growth in Quest programme registrations.
• User satisfaction and support response times.
• Increased engagement across Quest communication channels.
• Successful execution of marketing campaigns and community events.
• Growth and engagement of the Quest alumni community.
• Strong relationships established with partner schools and education stakeholders.

ADDITIONAL SKILLS AND REQUIREMENTS

You are an excellent written and verbal communicator, able to represent a brand clearly and consistently across every channel and in person. You have strong attention to detail and take pride in a polished, on-brand user and partner experience. You understand best practices for youth safeguarding, data privacy, and responsible use of technology, ensuring ethical engagement with young people. You are a proactive problem solver who identifies issues early and follows through to resolution. You thrive in start-up or early-stage environments; able to pivot quickly, manage competing priorities, and deliver under tight timelines. You have a heart and belief in the African continent and are keen to shape young minds of innovators and leaders. You resonate deeply with our mission and culture principles in developing the next generation of innovators and leaders.

HOW TO APPLY

If you believe that you are a good fit for this role, kindly apply via the provided link and we will be in touch. Applications close July 24th. The week of July 27th, we will hold phone interviews and schedule performance tasks for the best candidates. The week of August 3rd, there will be final interviews with top applicants.