Job Description

Head of Sales and Customer Management

Date: 5 Nov 2023 Location: New Delhi, South Asia, IN 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\xe2\x80\x9322 we reached 650 million people.


Head of Sales & Customer Management


Role Purpose:


To lead Sales and Customer Services Teams in India and contributing to Business growth. The post holder will be responsible for the strategy, implementing the CM and Sales model and supporting teams through transition. He / She will be responsible for planning and monitoring sales performance and Sales & CM budgets, need to ensure that resourcing structure and level is aligned with business needs and targets.


Review and simplify customer journey to enhance customer experience and process efficiency. The post holder will ensure quality and consistency of service. She / He will implement a customer services strategy for the country in accordance to the global/ regional customer service strategy. It will also provide decision support for Teaching management by collecting, analysing and reporting data.


The post holder will be managing a data led professional Sales and Customer Services operation which will include all channels of service. He / she will be responsible for staff engagement and improving team productivity and performance and experience of managing change.


Main accountabilities but not limited to the following:

Lead the Sales function

• Build, lead and motivate the Sales and Customer Management team in the Country to achieve and exceed new sales and re-registration targets and conversion KPIs. Drive sales orientation within the team.
• Work closely with Teaching for Business planning and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and cluster plans.
• Accountable for Teaching Centre Sales and revenue targets for Business to Customer volumes and Teaching products like CELTA and IELTS Train The Trainer.
• Lead on the Business planning at Country level and ensure that planning at centre level is done in accordance with Country plan . Review Sales and product wise performance across all stages of the sales funnel for all products and ensure robust team and individual sales monitoring .
• Ensure rigorous tracking of sales activity on CRM in line with corporate guidelines and that sales performance reports and dashboards are prepared as per agreed format.
• Develop plans to improved student experience such that students feel supported across all stages of their journey including post regisitration. This will include paid and unpaid registrations. To present reports on TC sales funnel statistics, customer profiles and conversion rates.
• Continuously analyse data across stages of the customer journey to reduce customer effort, identify business improvement opportunities and process efficiency .
• Support Cultural relations in the development and execution of campaigns
• Lead the quality review process for Front of house and audit contact centre transactions 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 ROI.
• Analyse market trends and competitors\xe2\x80\x99 activities and formulate strategies to respond appropriately.

Customer Service Management

• Accountable for CM and Sales global KPI\xe2\x80\x99s and consistent service standards that contribute to Business objectives. This includes inbound and outbound process across channels etc.
• Ensure that the Customer Journey is easy for customers and efficient. Monitor customer experience and regularly review and address feedback, as per guidelines.
• Ensure the customer service function, physical and online spaces reflect British Council brand standards and guidelines.
• Act as Complaints Manager for the country and ensures that the Complaints Policy is adhered to consistently across all channels.
• Highlight and address complex customer services issues in a timely manner whilst working collaboratively with cluster and regional Leadership team. This includes but not limited to business-planning, decision-making and/or the development of new or improved customer services processes and strategies.
• Be a role model for the team, demonstrating British Council behaviours. Ensure that team delivers high quality, consistent and positive experience which is complaint to Teaching and Cultural relations 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

Line Management

• Recruit and line manage Customer Service and Sales Managers as per British Council guidelines and standards.
• Ensure regular mentoring and coaching to the Country Customer Service and Sales Managers in the cluster. This is not limited to India.
• 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.
• Ensure a befitting Training Plan is in place for India CS and Sales team
• Ensure that Customer Services and Sales activity is efficiently resourced, with staff resources deployed according to customer requirements and ensuring work-life balance.
• Ensure individuals meet all targets and KPIs as set out by the British Council and follow administrative procedures and policies in place. All records are captured on MyHR and completed and maintained accurately and on time.
• Ensure appropriate Quality process is in place for the Country, in accordance with Global and Regional strategy

Relationship and Stakeholder Management


Marketing

• Work closely with Marketing on lead generation strategies and provide feedback on British Council campaigns and promotions.
• Work with local, cluster and regional marketing and communications teams to plan and execute proactive communications that support business goals and Business continuity plans
• Share a clear understanding of customer needs / preferences, threats and opportunities, evidenced by data which help TC management and Marketing team take data led decisions
• 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.
• Manage the operational delivery of the customer management strategy, ensuring that the function is adequately resourced and equipped to support new and existing customers.

Teaching

• Ensure adherence to the Sales and marketing plans for new and re registrations and work closely with Marketing Operations and Academic team in achievement of student reg and volume targets. Plan registration activities and ensure right level and quality of resources.
• Ensure that Customer Service teams comply with Income Recognition, Recording and Reporting processes for all B2C Teaching income
• 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

Administrative Responsibilities

• Represent Customer Service and Sales team at Country Leadership meetings and ensure support and resources for Country projects and priorities.
• Directly plan and control specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes
• Using agreed financial procedures/templates, conducts monthly and year-end analysis and reporting on income and expenditure/profitability and risk/pipeline/actual performance versus plan targets.

Project and Change management

• Lead on key changes to Customer service and Sales operations for the Country. This may involve process, model and product or structure changes driven at cluster or global level.

Role specific knowledge and experience:


Minimum/essential


Around three years\xe2\x80\x99 experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team.


Desirable

• Knowledge of SAP, CRM
• Knowledge of / certification in Six Sigma and lean methodologies / Data analysis

Role specific skills:

• Excellent written and verbal communication skills.
• Dedication to providing great customer service.
• Ability to lead a sales team and manage student relationship function
• Self starter with a strong track record in meeting and exceeding targets
• Analysing data, trends, and issues, and deploying solutions
• Stakeholder engagement and influencing at all levels of the organization
• Financial planning and management: forecasting, planning, invoicing

Further Information:


Vacancy \xe2\x80\x93 1
Pay Band \xe2\x80\x93 7/F
Contract Type \xe2\x80\x93 Fixed Term Contract
Location \xe2\x80\x93 Delhi, India
Requirements - Candidates must have the pre-existing right to live and work in India.
Closing Date \xe2\x80\x93 Wednesday, 15 November 2023.


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\xe2\x80\x99s Safeguarding policies for Adults and Children.


If you have any problems with your application please email askhr@britishcouncil.org


Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our \xe2\x80\x98ASK HR\xe2\x80\x99 email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.