Regional Customer Management & Sales Lead

Role Purpose

• Develop and deliver a regional customer service, experience, management and sales strategy for the British Council in the Americas region with a focus on the Teaching and Exams businesses aligned to the Global Strategy. 
• Meet corporate objectives and geographical priorities taking the needs and expectations of internal/external customers and stakeholders and market opportunities as the starting point. 
• Actively lead and line manage dispersed and remote customer management teams in countries, unifying our procedures, and standardising our approaches to customer management resulting in more efficient and quality experience for all of our customers.
• Work closely with Regional Marketing, Teaching and Exams Directors to ensure business planning and delivery targets are met or exceeded on a cyclical basis. 
• Putting the Voice of Customer (VoC) at the heart of our interactions and business improvement projects ensuring that customer insight is used to inform business decision making.

Requirements

• Professional qualification in customer management or a matching professional experience of 3 years in the field.
• Minimum of five years’ experience in an international customer management environment. Evidence of success in managing dispersed customer support and experience teams that deliver results. 
• Proven experience of managing teams that meet high customer satisfaction levels.  
• Excellent writing and communication skills.
• C1 or C2 CEFR English
• C1 or C2 CEFR Spanish
• A proven ability to write communications materials in English to recognised professional standards.  

Please apply on the British Council global careers website until March 24, 23:59 (Colombia time).

Only applications in English will be accepted.