Conversion Assistant, China supporting Deakin University, Australia

We are looking for a talented, dedicated professional to be a China-based International Conversion Assistant supporting Deakin University, via Grok Global Services’ Program Office. The role will be based in Wuhan and will be fully dedicated to representing the institution.

The primary purpose of this role is to support the implementation of Deakin University’s international student recruitment strategy and contribute to achieving recruitment targets within China.

This position plays a key role in converting prospective students from enquiry through to application, offer, and acceptance. Through personalised and timely communication via phone, email, and social media platforms, the role builds strong relationships with prospective students, their families, and education agents. By fostering trust and delivering high-quality guidance, the position supports improved conversion outcomes and enhances Deakin’s reputation in-market.

The successful candidate will be an active member of the Deakin International Conversion Working Group, collaborating with colleagues across Deakin’s global office network to share insights, align strategies, and enhance conversion outcomes.

About Grok Global Services

Founded in 2005, Grok Global Services is a best-in-class provider of international engagement services for higher education institutions. By joining our team, you will be working in a supportive environment full of like-minded professionals, each committed to advancing the internationalization of higher education institutions from around the world. A pioneer of in-country staffing in the international education sector, Grok remains at the forefront of this model and currently delivers this service across Asia, Africa, the Middle East, and the Americas. The company also boasts industry-leading divisions in digital marketing and strategic consulting.

About Deakin University

Deakin is a Victorian university with a global impact. We are agile and innovative, and committed to making a positive impact through our excellence in education and research and the contributions we make to the wider community.

Our reputation has been built on the dedication and expertise of our staff. We offer a dynamic, diverse and inclusive working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure people choose to come, and stay at Deakin and contribute to our ongoing success.

As one of Australia’s largest universities, Deakin has strong global linkages, world-class research and an education portfolio that blends the best of campus and digital delivery into a highly supportive and personalised student experience.

We offer outstanding education founded on the experience we create for our learners and guided by graduate outcomes for successful lives and careers. We undertake globally significant discovery research that benefits our communities through the innovative translation of our ideas into new services, products, policies and capabilities.

Deakin aspires to be Australia's most progressive university, with the principles of diversity, equity and inclusion underpinning our approach to education, research, employability, digital delivery, innovation, and partnerships for impact. Our vision is for an inclusive environment where we value and celebrate diversity, embrace difference and nurture a connected, safe and respectful community. We want Deakin to be a place where all staff and students feel included and respected for their unique perspectives and talents.

Deakin International

Deakin International has responsibility for leading and driving the achievement of the University’s internationalisation objectives through collaboration with Faculties and other Divisions across the University. Deakin International is responsible for the recruitment of international students, offers high-quality English language courses, supports transnational education partnerships, and student exchange and study abroad partnerships.

Principal Responsibilities

Student Recruitment and Conversion

• Demonstrate expert knowledge of Deakin’s courses, admissions processes, student support services, and key value propositions, and communicate these effectively and persuasively to prospective students and their families.
• Respond promptly and accurately to enquiries from prospective students and agents via social media, events, and other channels, and provide reports as required.
• Support the conversion of students applying through pathway partners by providing guidance, timely communication, and assistance throughout the application and acceptance process.
• Ensure all leads and prospective student interactions are recorded in Salesforce CRM in a timely manner to support approved lead nurturing campaigns.
• Proactively engage with prospective students to convert enquiries into applications, and offers into acceptances.
• Regularly follow up with agents on application status and pipeline updates.
• Support the organisation and delivery of conversion-focused activities and events.
• Identify and provide feedback on barriers impacting student decision-making and conversion outcomes.
• Monitor conversion funnel performance and provide regular insights and reports.
  
  

Lead Capture

• Capture and log all prospective student enquiries across all channels (phone, email, social media, events, education agents) in Salesforce CRM in real time.
• Upload leads to the appropriate teams and ensure timely reflection in Sales Force to prevent delays in nurture workflows. 
• Work in alignment with Deakin's Nurture team (International Marketing) to ensure lead data quality, completeness, and readiness for nurture campaigns.
• Audit lead capture processes within China and identify barriers to accurate or timely data entry.
• Provide weekly reports to Deakin’s Nurture team on enquiry volumes, source channels, and interaction insights. 

Proactive Conversion Management 

• Proactively engage with prospective students (enquiries from social media, leads from events and applications) to convert enquiries into applications, and offers into acceptances. 
• Maintain consistent follow-up cadence with prospective students and education agents on application status and pipeline velocity.
• Identify conversion barriers through regular interaction analysis and escalate systemic issues to the Nurture team and Country Manager.
• Keep CRM records current and comprehensive to support conversion strategy and reporting.

Cross-Team Collaboration & Best Practice Alignment 

• Participate in quarterly training (or as required) on Deakin's processes, best practice conversion techniques, CRM/SFMC updates, and market-specific strategies.
• Work collaboratively with Deakin's Nurture team to address regional lead capture and nurture challenges.
• Escalate process gaps or systemic conversion issues to the Country Manager and Director, International Marketing for resolution.
• Contribute insights from market interactions to inform broader conversion strategy refinement. 

Admissions and Student Support

• Guide students and agents in preparing and submitting application documentation in line with admissions requirements.
• Provide advice on Australian Government Genuine Student (GS) requirements.
• Support the coordination of DUELI placement testing for eligible applicants.
• Provide pre-departure information and support to commencing students.

Market Intelligence 

• Provide regular reports to the International Manager, delivering insights and feedback from conversion activities to inform and enhance recruitment strategies.

Miscellaneous

• Perform any other duties as directed.

Selection Criteria

• Demonstrated experience in international student recruitment, sales, or a customer-facing role (preferably within the education sector)
• Strong communication and interpersonal skills, with the ability to build relationships with students, families, and agents across cultures
• Proven ability to manage and convert leads through a sales or recruitment pipeline
• High level of organisation and attention to detail, with experience using CRM systems (e.g. Salesforce)
• Strong problem-solving skills and the ability to identify and address barriers to conversion
• Ability to work independently and collaboratively in a fast-paced, target-driven environment
• Proficiency in English.