Job Description
Role Mission
Own and optimise the journey from first enquiry to fifth lesson and beyond.
You will identify where and why students drop off, and design the processes, interventions and systems that significantly improve conversion, retention and customer experience. This is not a traditional support management role. You will be expected to diagnose problems, design solutions, and implement changes that improve customer outcomes at scale.
We are a small team, which means you will need to get your hands dirty as well as step back and deliver against the long-term strategy. The person who thrives here builds things from scratch, is comfortable with uncertainty, and uses data, process and technology as a force multiplier rather than waiting for permission to act.
About Tutorful
Tutorful is an online education company founded in 2015, dedicated to helping students across the UK achieve their learning goals through personalised tutoring. So far we have supported over 220,000 students and delivered nearly 4 million lessons.
We are a collaborative team building technology and learning experiences that make high-quality education more accessible and more effective.
Key Responsibilities
1. Own the Customer Journey from Booking to Goal Achievement
* Map the full student journey from first enquiry through to achievement of their learning outcome
* Identify the biggest drop-off points and quantify conversion rates at each stage
* Prioritise the highest-impact improvements and own delivery of them
* Build the pre-first-lesson onboarding and intervention model, including cancellation recovery
2. Diagnose and Reduce Churn
* Build a structured understanding of why relationships end before learning goals have been achieved
* Implement tagging and tracking to turn anecdotal insight into data
* Produce clear weekly insight on churn and churn prevention for the exec team
3. Design Proactive Interventions
Create scalable processes that intervene before customers churn. Examples include:
* No lesson booked within 48 hours of first enquiry
* No second lesson scheduled after lesson 1
* Lesson cancelled with no follow-up
* Work with the team to operationalise these interventions at scale, using automation where possible
* Use platform data to identify signals early enough to act and change behaviours
4. Build a Customer Success Engine
* Define what a great student experience looks like at each stage of the journey
* Build playbooks for common scenarios so the team can act consistently and confidently
* Shift the team from reactive ticket-closing to proactive student outcome management
* Introduce QA and continuous improvement loops
What Success Looks Like
First 3 months
* Processes designed, implemented, and already showing measurable impact on conversion and early churn
* Clear visibility of the full student funnel with conversion rates at every stage
* Top 2–3 drivers of early churn identified and evidenced
What You Will Be Accountable For
Primary metric:
Percentage of students reaching lesson 5
Supporting metrics:
* Enquiry to first lesson conversion
* Lesson 1 to lesson 2 conversion
* Lesson 2 to lesson 5 retention
* % of students achieving their goals
Who We Are Looking For
You are highly analytical, structured and process-driven. You are comfortable working with data and ambiguity. You are a systems thinker who enjoys solving messy, interconnected problems. You are hands-on and execution-focused, and you do not need a fully-formed brief to get started.
You see the platform data and the 2028 vision as an opportunity to build something, not a brief to inherit.
* Operations, Customer Experience or Customer Success in a marketplace or two-sided platform
* Diagnosing and improving conversion funnels or retention models
* Using data to drive decisions and build repeatable processes
* Introducing automation or AI tooling to operational workflows
What This Role Is Not
* Not a head of customer service role. Day-to-day CS management sits with the Ops Manager. Your job is to design the system, not run the inbox.
* Not a role for someone who needs certainty before acting. The strategy exists. The data exists. The team exists. The framework for making it all work is yours to design.
Role Details
* Full-time, 37 hours per week
* Hybrid: remote anywhere in the UK, with 1 or 2 days per quarter in Sheffield
Benefits
* £60,000 - £80,000 depending on experience
* 25 days annual leave plus an additional day for each year of service, up to 28 days
* 2 wellbeing days and up to 5 additional unpaid leave days per year
* Enhanced maternity, paternity, and adoption policies
* Vitality health insurance
* Monthly Perkbox credits and access to discounts
* £500 annual credit for lessons on the Tutorful platform
* Annual training budget for professional development
* Employee Assistance Programme with 24/7 support and free counselling sessions
Tutorful is committed to diversity and inclusion and is proud to be an equal opportunity employer. Join our team and be a part of improving education for hundreds of thousands of students across the UK.