Loading...
Share this Job

Sales and Customer Management Executive

Date: 15-Sep-2021

Location: Singapore, East Asia, SG

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.

Contract: Indefinite
Location: Tampines
Salary: SGD2419 per month

 

Role Purpose
•   The main duty of a Sales & Customer Management Executive (SCME) is to secure excellent sales results (new and existing students) in order to assist the Teaching

    Centre to meet or exceed its sales targets.  
•   The SCME is also responsible for delivering a seamless customer experience to customers when handling enquiries about British Council English language services and

    to provide a high quality, efficient and integrated pre and post-sale customer management experience for students and other customers across all British Council Services

    meeting Key Performance Indicators (KPIs).
 
Main Opportunities/Challenges
•   East Asia is a very dynamic region with continuing economic growth. With a population of 2 billion people we are seeking to increase our impact significantly. In order to do

    this, we have significant growth plans for all our programmes in all SBU areas. We also need to do this without depending on grant, which means we need to focus on

    income to support the impact and business growth. 
•   The British Council has been teaching students in Asia for over eighty years. Our Teaching business is adapting to a dynamic and increasingly competitive environment in

    both the Adult and Young Learner segments. The challenge for the SCM team is to ensure we remain competitive while maintaining the high standards that customers

    expect from us. Additionally, we continue to work towards continuous improvement across this function including embedding a sales culture; taking a more data-driven

    approach to work and ensuring a customer-centric approach to all our work.
 
Main Accountabilities

Sales & Account Servicing 
To meet and exceed all sales (new and existing students) targets and KPIs as set out by the organisation.
•    Be accountable for individual’s & team’s monthly/quarterly sales (new and existing students) targets.
•    Provide consultation services to students or parents on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey

     from first enquiry to final sale.
•    Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
•    To maximise opportunities for cross selling and up selling
•    Follow up with customers who had their consultations and/or placement tests but did not register with the purpose of offering them alternative solutions to enroll onto a

     British Council course.
•    To maximise conversion rates of enquiries/placement tests to registrations by following up telephone and email enquiries, ensuring smooth customer enrolment process.   
•    To use Salesforce CRM to monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
•    Provide an exceptional level of sales and customer management to all customers to ensure that all their needs and requests are taken care of.

     Customer Management

 

To provide British Council students excellent post-sales services so that they enjoy a good experience with the organisation.
•    Attend to all customers’ requests and enquiries through all British Council channels in a timely manner.
•    Ensure that all existing customers are informed of re-registration promotions and periods through various channels as appropriate (e.g. in writing, telephone calls, EDM).
•    Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.
•    To handle cash desk in the system accurately and payments received correctly for course registrations/placement test/examination registration and other

     products/services
•    Daily reconciliation of individual revenue
•    Ensure that all databases and reports are updated and recorded in a timely and accurate manner
•    To provide administrative support, as required, to enable excellent customer experience is delivered to students. 

 

System
•    Be proficient in using relevant systems, such as CRM, British Council student registration systems (TCMS & OBS) and other IT systems or platforms used to ensure

     smooth operation of the British Council.

 

Product & Offer Knowledge  
•    To acquire and maintain an excellent level of product knowledge at all times by attending product training and observing classes. 
•    To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times through briefing and attending professional development and skills

     programmes

 

Data collection and reporting
•    To input Teaching Centre data, following British Council guidelines, in the relevant systems and ensure that all databases and reports are updated and recorded in a timely

     and accurate manner.

 

Housekeeping
•    To ensure British Council promotional materials in public areas are up-to-date and professionally displayed with adequate copies.
•    To monitor equipment and furniture in the front of house to ensure they are in good working order/condition.
•    To ensure the front of house is well organised and tidy, meeting British Council’s health and safety guidelines.

 

General
•    Comply with the Standing Operating Procedures (SOP) as per the job requirement
•    Any other duties as assigned by the Line Manager
•    Attendance at regular professional development, training and skills programmes as required
•    Full engagement with the performance management programme (PMPD)
•    Participate in projects as agreed in Performance Agreement
•    Attend and/or complete all British Council mandatory e-learning modules.

 

Other Responsibilities and Duties
•    As part of the wider Sales and Customer Management team serving both new and existing customers, you will be required to support and assist your colleagues from time

     to time in tasks that ensure the smooth running of the Centre.  This may include covering duties at any of the branches of British Council Singapore. This may also include

     participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.

     Provide participate and/or provide sales support in all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for

     the centre.


Requirements
•    Minimum 2 years work experience in a B2C customer management and/or sales environment
•    Good written and oral communication skills in English (Interview and IELTS (or equivalent) score of 6.5 or above
 
Benefits 
•    Professional development opportunities

•    Leave and Holidays

•    Health Insurance
 
Additional Information and requirement of the job
The successful candidate will work a 5-day week on a shift system from Monday to Sunday. Evening and weekend work are required on a regular basis.

 

Closing Date: Thursday 30 September 2021 23:59 Singapore Time (GMT +8)

 

 

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.