Account Relationships Coordinator (BD&Ops) CZ

Date: 03-Jan-2022

Location: Prague, European Union, CZ

Company: British Council

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.


Department: Examinations Services

Contract type: Local standard, part-time 50%, definite 

Duration: 24 months (initially)

Payband: Local PB H 50%

Starting salary: 14 375,- CZK (gross monthly)

Starting date: February 2022


Role Purpose: The purpose of this role is to build relationships, identify needs and enhance opportunities with key accounts to meet business related targets. The role is also required to proactively resolve issues, add value and ensure delivery on expectations. On a daily basis, the role executes the country key account strategy and plan.


The role is also required to ensure the efficient, effective operational co-ordination and delivery of B2B Exams at the right cost and customer experience. The role is to support B2B Customers in the Country / sub-Cluster on operational, system and technical issues and report issues and resolutions to the Business Development functions in the Country / sub-Cluster.


Main Challenges:

- Understands and foresees country conditions to spot, report and act on opportunities.

- Achieves sales / account targets and ensures customer satisfaction.

- Ensures delivery of our exams operations at B2B test centre level, working with new systems and processes and ensuring that new ways of working are taken up and adhered to.

- Acts also as a point of contact for the Global Team regarding delivery of products covered by Global Agreements (e.g. ACCA, ICAEW, etc.) and for all low-volume examinations not covered by Global Contracts.

- Actively engages and supports B2B Customers in the transition to computer-based testing for some of our products.

- Delivers business through a network of partner test centres (where relevant).


Main Accountabilities:

Account and Stakeholder Management

- Manages and delivers in year Account Plan.

- Links with Marketing for targeted events, campaigns and collateral to support retention and value add activity.

- Inputs into contract review and refresh.

- Works to defined Account Relationship standards and frameworks.

- Maintains accurate and up-to-date records and data in order to support effective and coordinated account management across the organisation.

- Conducts research, into business activities, challenges and key personnel in target customer, partner or sponsor organisations to support the exams business in developing new business and cultural relations opportunities for the BC.

- Takes responsibility for day-to-day partnership scheme delivery and administration, including LEX (where relevant).

- Oversees the account relationship activities of partner test centres and develops with them business opportunities within the geographies (where relevant).

- Supports continuous improvement in the efficiency / cost effectiveness / quality of service delivery / systems in the unit or department.


Winning Business

- Builds relationships and further develops existing networks of clients to cultivate segments.

- Value adds account extension, cross sell and retention.

- Raises performance issues and assists in the resolution of why and how.

- Supports the development of high-quality bids, tenders and proposals by preparing or collating written content / diagrams / financial data / case studies / project plans for the Country/Region.


Product Service Support

- Advertises registration details to B2B clients and encourages registration.

- Receives registration data from B2B clients and passes entries to the Registration and Planning team for processing.

- Receives requests for approval for off-site session dates and venues from B2B client. Provides information to operations counterparts of requested session dates and venues provided.

- Deals with B2B registration requests, including Special Arrangements.

- Requests Business Partner creation in SAP (if required). Creates Sales Orders for B2B clients and chases debtors.

- Informs B2B customers of BC corporate risk management processes and procedures when delivering services.

- Delivers added value services and benefits according to agreements / schemes and monitors correct discount policy is applied.

- Undertakes Venue Audits in premises provided by B2B Customers, including CB testing.

- Undertakes contingency and risk management on the ground and liaises with Local IT Providers.

- Acts as B2B main point of contact and deals with B2B exams enquiries and complaints before, during and post exam, including technical support for CB sessions.

- Ensures suitability and compliance of exams venues provided by B2B Customers, including technical specifications and connectivity for computer-based testing.

- Distributes certificates and results to B2B clients (if required).


Market and Customer Intelligence

- Ensures product / sector knowledge is up to date and forward thinking.

- Provides account / country specific input into market intelligence activities, innovation and business development / marketing plan / targets.

- As required, uses a range of standard processes and techniques to carry out routine research and analysis of actual or potential customer / audience trends (e.g. customer segmentation, demographic profiling, competitor tracking and measurement of market share).


Analysis and Reporting

- Using standard procedures and templates, regularly records and reports on operational activity levels and performance data, to support managers in analysing data and making timely and effective business decisions that respond to operational needs.

- Contributes data as required, to enable the development and distribution of high quality, customer and market-focused marketing collateral Test Day Support.

- Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.



Minimum/Essential: Experience of managing relationships with account clients; High school diploma; Proven experience of building relationships, identifying needs and enhancing opportunities with key accounts to meet business related targets; Czech language skills to CEF C2 level (native speaker); English language skills to CEF C1 level;

Desirable: University degree in any subject or qualification in a relevant field; Experience of working with UK exam boards; Designing and implementing business development or marketing plans in an education sector context.


Benefits: Annual leave 25 days per calendar year plus public holidays (approximately 14); Meal vouchers; Vouchers for free time activities; Sick day (s); Flexible working; Homeworking; Mobile phone; Laptop..


Additional Information: The successful candidate must have a preexisting right to live and work in the Czech Republic.


Closing Date: Sunday 23 January 2022 23:59 CEST


A connected and trusted UK in a more connected and trusted world.


Equality Statement


The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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 askhr@britishcouncil.org

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.