Country Customer Service and Sales Manager

À propos de l’offre d’emploi

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Role Purpose

To lead the customer management and sales function in the delivery of Teaching Centre and 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

Lead the Sales function

• Build, lead and motivate the Sales and Customer Management team to achieve and exceed new sales and re-registration targets and conversion KPIs.
• Work closely with Business, Exams and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans.
• Set clear sales targets for individual team members and work with SBU leads in country to agree country targets
• Monitor and review daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual sales targets are met / exceeded.
• Enable smooth tracking of sales activity, ensure that recording of data on Salesforce CRM is in line with corporate guidelines and that sales performance reports and dashboards are prepared as per agreed format.
• Ensure there is a defined process to follow up with learners who drop off at every stage of the customer journey as well unpaid registrations identifying and reporting reasons and trends and ensuring follow up to improve conversion rates and student engagement. To prepare reports on Exams Centre sales funnel statistics, customer profiles and conversion rates.
• Continuously review the customer journey to identify business opportunities and drive sales orientation within the team.
• Lead & Conduct the needed quality and audits review for all country channels with aim of improving conversion and experience
• Provide feedback on British Council campaigns and promotions to the Marketing team with the objective of optimising campaigns and improve targeting and conversions.

Customer Service and Sales 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.
• Ensure the customer service function, including the look and feel of the physical environment and front-line team dress code as well as customer communication, are reflective of the British Council brand standards.
• Act as Complaints Manager for the country and ensures that the Complaints Policy is adhered to consistently across Tunisia
• Analyse and understand complex customer services and sales issues and provide timely management information to Tunisia Leadership team for business-planning, decision-making and/or the development of new or improved customer services policies and practices
• Support delivery of high quality, consistent and positive experience and always ensure that, interactions are as per Global Customer Service, Teaching and Exams policies and standards and Safe-Guarding policies
• Ensure that there is a BCP in place and that it is annually reviewed to ensure it encompasses relevant customer service-related scenarios
• Actively champion the use of CRM

Relationship and Stakeholder Management

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
• Provide feedback on British Council campaigns and promotions aimed at raising brand awareness and sales conversions
• Maintain a clear understanding of customer needs / preferences, threats and opportunities in the external environments and keep Management and the Marketing team informed
• Be proficient in the use of the Global Playbook and Maritz customer insight and Thematic platforms and provide feedback to Teaching Centre and Exams Managers to enhance customer experiences and product offerings to improve sales conversions and customer advocacy.

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
• Ensure that Customer Service teams comply with Income Recognition, Recording and Reporting processes for all exams income
• Contribute to the strategic development and improvement of customer service processes and standards for the Exams business units
• Manage the operational delivery of the customer management strategy, ensuring that the function is adequately resourced and equipped to support the Exams Sales Marketing and Operational (SM&OP) framework

Teaching

• Lead all term registration activity. This involves planning resource requirements, liaising with marketing on promotional activities, organising customer databases for targeted promotion, organising consultations, organising pre-and post-registration meetings, and providing daily reports to management on performance against tasks / targets
• Ensure that Customer Service teams comply with Income Recognition, Recording and Reporting processes for all B2C Teaching income
• Manage all customer communication activities related to registration activities by ensuring use of cost-effective channels
• Ensure that the academic calendar is prepared annually and advertised on all channels available to the British Council, in consultation with the Teaching Centre Manager

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.
• Conduct training need analysis of the customer service team and arrange training and development so operational capability is built within the team
• Prepare CS team-work schedule roster and monitor leave plans so that they meet operational needs.
• Ensure individuals meet all targets and KPIs as set out by the Council and follow administrative procedures and policies in place. All records are captured on MyHr and completed and maintained accurately and on time.
• Prepare resourcing plans such that global KPI’s can be achieve in an efficient and effective manner.

About You (essential Requirements For The Role)

• University Degree in business, and/or equivalent professional experience
• At least two years’ experience in sales and customer management
• At least one year experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team.

Desirable Requirements

• Customer Service Professional Qualification
• Marketing Qualification
• Knowledge of SAP, CRM

Further Information

• Role: Country Customer Service and Sales Manager – Req ID: 21923
• Number of positions :1
• Pay Band: 6/G
• Salary : 2,745.67 TND
• Contract type: Fixed term local contract for 12 months
• Location: Tunisia
• Closing date and time: 31 May 2022 (23.59 Gulf Standard Time)

Applicants must have the legal right to work in the country.

Please note that all applications should be submitted only in English.
It is advisable to apply in advance to avoid any technical issues at the last moment.
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email 

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