BC

British Council

Area Sales and Customer Management Manager

Vietnam

Expired

Area Sales and Customer Management Manager

Date: 18 Aug 2023

Location: Ho Chi Minh City, East Asia, VN

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:

  • Lead Branch SCM teams in the designated area to achieve sales and retention targets.
  • Actively manage the performance and efficiency of the SCM teams.
  • Motivating and coaching staff, fostering good team spirit and delivering a high quality, efficient and integrated customer experience.
  • Lead on the roll-out of a ‘sales enablement' programme for branch teams in the designated area to onboard new staff, train existing staff on new products and processes and address any skills gaps.
  • Lead on B2B sales and the development of a B2B2C channel partner network in the designated area.
  • Work closely with the Head of Sales & Customer Management and Director English to ensure the branch teams maintain best practice and standards in relation data management and reporting, safeguarding and equality and diversity.
  • Main accountabilities but not limited to the following:

    B2C Sales Management

  • To build, lead and motivate the Branch team to achieve and exceed sales revenue targets and KPIs as set out by the British Council.
  • To work closely with the Head of Sales & Customer Management and liaise with Branch Managers to develop and execute sales strategies, plans and processes in line with the country and region's plan for the professional handling of English course enquiries and registrations with the purpose of achieving and exceeding sales targets as set out by the British Council.
  • To ensure marketing and sales data are properly tracked and recorded according to the country and region's requirements.
  • Communicate individual and team sales target clearly and in timely manner to the team.
  • Monitor performance against sales revenue target regularly and make and recommend adjustments to ensure these are met.
  • Manage an efficient customer journey and sales process to reduce customer effort and improve sales effectiveness, particularly where customers visit our centres.
  • Ensure the sales team receives regular product sales training and has up- to-date sales scripts and product sales kits to manage customer consultations successfully.
  • Ensure the sales team is commercially focused and looks for opportunities to achieve revenue targets and cross-sell across our range of products.
  • Contribute to the Teaching Centre sales plan and targets, including providing customer feedback and insight and evidence to support this.
  • B2B and B2B2C Sales

  • Undertake prospecting activities with businesses, institutions and government bodies to identify B2B and B2B2C (channel partner) sales opportunities.
  • Respond to new opportunities promptly and undertake needs analysis and requirements gathering.
  • Assist in the development of corporate solutions that address these requirements and pitch to B2B clients.
  • Use global pricing tools and local pricing standards to determine prices for B2B solutions and any discount or affiliate fee for B2B2C partners. Negotiating only within agreed margins.
  • Maintain ongoing engagement with corporate clients with a view to generating repeat business.
  • Ensure new contacts and leads are added to CRM and scored appropriately.
  • Enter and manage interactions with clients on CRM and respond to any CRM workflows relating to opportunities and accounts that have been assigned.
  • People Management

  • Ensure all new staff receive a proper role-specific induction and complete all mandatory training courses for British Council employees
  • Coach individuals to help them build confidence, identify areas of improvement and help them succeed.
  • Identify and document any gaps in information and skills and make recommendations regarding training and performance management.
  • Manage individual and team performance against regional KPIs. Ensure Team members fully understand their role, responsibilities and duties and that any under-performance is addressed appropriately.
  • Ensure line management is conducted throughout the team as per British Council guidelines
  • Training

  • Train and develop according to the centre requirements.
  • Coordinate and train part-time staff to meet standards.
  • Work closely with Head of Sales and Customer management to develop and implement effective training plan.
  • Manage, support and train the branch team to deliver the targets.
  • Build up the professional and timely communication plan for internal and external customers when having new products launched.
  • Meet and exceed internal stakeholders' expectations

  • Proactively communicate with internal Stakeholders to obtain information updates as well as provides feedback on team's performance.
  • Work closely with Teaching managers to ensure communication on Sales revenue targets between the Marketing team, the Academic team and the Branch teams is smooth, accurate and timely.
  • Play an active part in Teaching Centre management including contributing to, monitoring, reporting on meeting business targets, and contributing regular informed input to management decisions.
  • Branch Operations

  • Maximise branch operation efficiencies
  • Ensure that the branches are adequately staffed, trained and motivated to deliver first-class front-line services to customers on the full range of British Council's (BC) services and activities, in a professional, friendly and proactive manner for 7-day operation
  • Work closely with Branch Managers and Academic Managers on class fill and teacher utilization to ensure operation efficiencies
  • Develop and implement branch specific operation policies and processes to effectively improve productivity
  • Contribute to Induction programmes for new staff
  • Reporting

  • To provide accurate and timely reports on team performance, new sales and re-registration to the Senior Management periodically and when required
  • Other Responsibilities and main duties

  • The post holder will be required to work a five-day working week. He/she will be required to work on weekday evenings and on weekends on a regular basis depending on operational needs.
  • Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council's Equal Opportunities and Diversity policy and standards in carrying out all internal and external duties
  • Manage information created and received in compliance with the British Council's information management standards, policies, the UK Data Protection Principles and local legislation
  • Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/share knowledge for line managees as well as for self. Make a positive contribution to team meetings and give suggestions to management for improving Sales/Customer Management practices and procedures based on customer feedback.
  • Role specific knowledge and experience:

    Essential

  • 5 years' experience in sales and customer service management
  • Desirable

  • Extensive experience in the education industry, both B2C and B2B.Experience in managing sales, preferably with an Education institute
  • Experience working with children
  • Experience of safe planning, organisation and delivery of activities for children
  • Further Information:

    Pay Band: 6 / Grade G Contract Type: Fixed Term Contract, 2 years Location: Ho Chi Minh City, Vietnam Requirements:

  • Candidates must have the right to live and work in the country in which the role is based.
  • Undergraduate degree (Equivalent to bachelor's or higher) in a relevant subject
  • Excellent in English and Vietnamese (all four skills)
  • Closing Date: Thursday, 31 August 2023- 23:59 Malaysia Time (GMT +8)

    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 [email protected]

    Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR' 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.

    Job details

    Title

    Area Sales and Customer Management Manager

    Employer

    British Council

    Location

    Vietnam

    Published

    June 11, 2024

    Application deadline

    August 31, 2023

    Job type

    Senior

    Field

    Web Development

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