Tc Customer Management and Sales Manager

3 weeks ago


مصر, Egypt British Council Full time

TC Customer Management and Sales Manager

**Date**:20 Feb 2024

**Location**: Cairo, Middle East and North Africa, EG

**Company**:British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.
- Role Purpose

The Customer Service and Sales Manager role falls under the Customer Management function whose mission it is to create advocates, win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council. This work is very crucial in sustaining our commercial businesses specifically English and Exams and our cultural relations mission.
This role ensures that the Global Customer Management Strategy is implemented and achieves its objectives of increasing operational efficiencies, supporting the Strategic Business Units (SBUs) to achieve partnership and revenue goals, and having a highly motivated and engaged customer service workforce in operation.

Main Accountabilities:
1. 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, Academic and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans.
- 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 different stages of the customer journey, identifying and reporting reasons and trends and ensuring follow up to improve conversion rates and student engagement. To prepare reports on Teaching 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.
- Support Learning services in the development and execution of campaigns for new registration and re-registration purposes
- Lead the quality review process for Front of house and support audits for contact centre 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.

2. 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.
- 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
- Analyse and understand complex customer services issues and provide timely management information to 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, up to date training and testing for young learners and adults and always ensure that, interactions are as per Teaching Centre standards and Corporate Child protection 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

3. 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 Mari



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