To lead the customer management and sales function in the delivery of Exams sales targets and KPIs. Furthermore, to motivate and foster a good team spirit that enables a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement.

Main accountabilities but not limited to the following: 

Lead the Sales function

• Build, lead and motivate the Sales and Customer Management team to achieve and exceed new sales and conversion KPIs.
• Work closely with Exams and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans and targets.

Customer Service Management

• Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies.
• Map the Customer Journey, measuring the customer experience regularly to make improvements.

Marketing

• Work closely with Marketing on lead generation strategies
• Work with local, cluster and regional marketing and communications teams to plan and execute proactive communications that support business continuity plans

Exams

• Facilitate a monthly session that analyses NPS trends and reasons impacting performance
• Monitor test day experiences on a quarterly basis and use observations for continuous service improvement

Line Management

• Recruit and line manage members of the Customer Service Team as per British Council guidelines and standards.
• Ensure performance objectives, performance reviews and year-end evaluations are completed on time, line manages are supported and feedback provided to them on a regular basis.

Role specific knowledge and experience:

• Ability to lead a customer service and sales team.
• Dedication to providing great customer service
• Excellent written and verbal communication skills
• Data analysis and reporting

Minimum requirements:

• University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
• At least three years’ experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team.

Desirable:

• Customer Service Professional Qualification
• Marketing Qualification
• Knowledge of SAP, CRM
• Contact Centre Management experience
• Experience of using new technologies for service delivery