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 To ensure our branch achieves new sales and re-registration targets and to ensure efficient & effective daily operation of the Branch.

To ensure the Branch’s Sales and Customer Management team (SCM) meets and exceeds KPIs as set by the British Council.

To motivate the SCM team and to foster good team spirit so that a high-quality customer experience is delivered to our customers.

To work closely SCM team to share best practice and standards relating to sales, customer service and information management.

Role context The British Council is the United Kingdom’s international organisation for cultural relations and educational opportunities.

We create friendly knowledge and understanding between the people of the UK and other countries.

We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections, and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education, and civil society.

Last year we reached over 80 million people directly and 791 million people overall including online, broadcasts, and publications.

Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The British Council’s SCM teams manage the acquisition, retention, and support of customers in our Teaching Centres and online teaching across Asia Pacific through Sales, Customer Service and support roles working towards KPIs relating to these areas.

Main accountabilities but not limited to the following: • Close the sale, maximising enrolment and protecting target achievement.

• Be accountable for monthly and annual sales targets.

• To build, lead and motivate the SCM team of the Branch to achieve and exceed new sales and re-registration targets and KPIs as set out by the British Council.

• To work closely with Head, Sales & Customer Management to develop and execute sales strategies, plans and processes in line with the country and regional plans 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 monitor and review individual’s daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual staff within it, meet and exceed sales targets.

• To record and track sales activity in CRM meeting regional standards and guidelines.

• To prepare sales performance reports in the required format for management to review.

• To ensure the Branch SCM team delivers an excellent customer experience to all customers.

To meets or exceeds service level agreements and KPIs as set out by the British Council in order to improve re-registration rates.• To ensure standard processes and service level agreements are in place and being followed when handling enquiries and complaints.• To manage / facilitate the British Council surveys, such as Customer Effort Assessment and mystery shopping on customer experience.

To look into ways from time to time to improve survey results by reviewing the whole customer journey and all integrated services.• To work closely with SCM team to ensure compliance with the British Council policies and guidelines.• To prepare statistical reports on the performance of the Customer Management team accurately and timely for management to review.• To drive the SCM team to work hand-in-hand to deliver excellent customer experience to all new and existing customers.

• To manage the SCM team budget.

This will include budget for hourly paid staff.• To manage the facilities and the overall upkeep / maintenance of the Branch, this includes working with service providers, such as cleaning to ensure proper hygiene and security for safety.

• To help plan and execute marketing events together with the Marketing, Operations and Academic teams and to participate in other Teaching Centre marketing and promotional campaigns.• To provide feedback on the British Council campaigns and promotions to the Marketing team with the objective to raise brand awareness and generate enquiries for sales.• To maintain a clear understanding of customer needs, threats and opportunities in the external environments and keep Management and the Marketing team informed.• To provide feedback and to work closely with the Marketing, Operations and Academic teams to enhance customer experiences and product offerings with the purpose of improving sales conversions and re-registrations.• To advise on the opening, merging and closing of classes in response to demands to maximise Branch income.

• To ensure all SCM team staff receive proper on-board induction and to complete mandatory training.• To identify training needs and to provide / arrange regular trainings / refreshment trainings to the SCM team.

To ensure that staff is fully equipped with the necessary skills and knowledge to:o achieve and exceed the sales targets and KPIs in a professional manner (Sales team)o provide excellent pre and post sales services to meet targets, KPIs and the British Council guidelines (Customer Management team)• To ensure trainings are arranged in line with the British Council’s strategies, needs and objectives.

• Systems – to be proficient in using relevant systems, such as CRM, TCMS and on-line booking system (OBS).

• To line manage the SCM Team as per the British Council guidelines, procedures and standards.

Objectives, performance reviews and year end evaluation are completed on time.

Line Managees are supported, and feedback provided to them on a regular basis.• To prepare SCM team rota and monitor leave plans meeting operational needs.

To maintain role and KPI clarity, so that individual performance can be identified and tracked against the regional • To identify and act on training and development needs including ensuring mandatory online training is completed by all staff and that training is in line with business strategy, needs and objectives.• To identify and develop talent within the team, including succession planning.

• 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 Benefits:• Enjoy 24 days of annual Leave (on a pro-rata basis if the service period is less than one full year) and public holidays• Sales target incentive• Chinese New Year Bonus• Statutory benefits • Professional development opportunities Requirements:• The British Council systems and global processes operate in English.

Written and verbal proficiency in English is required.

Fluency in Mandarin is also required.• Undergraduate degree• Qualification in a relevant business discipline (e.g., Business Management, Marketing) or a related subject is preferred.

Role specific knowledge and experience: Minimum/essential• Extensive experience of leading and managing a sales team to meet and exceed targets on a B2 C or service industry• Excellent interpersonal skills• Excellent customer care skills• Analytical skills Desirable• Experience within the education sector • Experience of working with CRM systems (Salesforce preferred) Role specific skills:• Sales management experience