Head of B2C Sales Job at British Council

The British Council is the UK’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. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

We are recruiting to fill the position below:

Job Position: Head of B2C Sales

Job ID: 46967
Job Location: Nigeria
British Council Pay band: SMP/9
Department: English and Exams???
Contract type: Indefinite Contract?? 

Role purpose 

• This is a strategic role which supports transformation program in global development of English and Exams sales and revenue growth covering B2C activities.
• The post-holder will shape and deliver the sales transformation and sales growth development roadmap, focusing on improving conversion rates and customer onboarding with solutions that are effective, cost-efficient, and customer-centric. Working with Customer Management Regional Operations team, E&E Transformation Program team, wider Network Delivery and Marketing teams, the role ensures business needs are met while creating cost-effective, value-driven solutions that support profitable growth. 

Role Accountabilities 
Product/Programme/Service Delivery:

• Work closely with Customer Management teams, Salesforce and SMS specialists, Marketing, British Council Leadership and Transformation stakeholders, and external partners to shape and implement the Sales development roadmap, driving income growth and improving lead-to-cash conversion.  
• Ensure solutions are optimal for users and customers while being efficient and cost-effective for Customer Management operations to support. 
• Analyse and understand current “As Is” processes, systems, data and ways of working at the British Council, to recommend future “To Be” sales processes, assessing solution impacts on customer experience, data flows, operations, resourcing, and finance. 
• Work with Customer Management to embed quick-win solutions, improve in-year revenue generation and gain knowledge of relevant features and developments in the (proposition) products and services across the English and Exams portfolio. 

Analysis and Reporting:

• Apply sales development and customer management expertise to capture requirements, analyse processes, and deliver sales improvement initiatives, working with BA team lead, BA team and stakeholders to align system developments with strategy. 
• Use tools such as process analysis, user testing, and benefits mapping to design, test, and embed improvements, translating complex data into persuasive business cases and clear stakeholder presentations. 
• Ensure sales improvement initiatives are clearly presented to stakeholders and Customer Management teams, maintained over time, and embedded into BAU data and performance metrics. 

Customers & Stakeholders: 

• Build strong cross-business relationships, balancing diverse priorities, and develop a deep understanding of operational contexts, opportunities, and challenges in the Strategic Business Units (SBU) /Functions/Regions.? 
• Act as a bridge between contact centre users and leadership/Transformation teams to ensure shared understanding of opportunities, options, and implications. 

Leadership & Management:

• Plan and coordinate work activities, ensuring effective communication across Customer Management and stakeholders to meet objectives. 
• Work with project managers, trainers, and business stakeholders to drive cultural change, embed new processes, and ensure improvements are adopted into BAU operations. 

Essential Core & Role Competencies:
Please ensure your CV clearly demonstrates the following cores and role competencies  

• Managing people 
• Commercial & business development 
• Communicating & Influencing 
• Sales Team Management 

Qualifications and experience
Qualification: 

• Degree level qualification or equivalent professional experience 

Experience: 
Essentials:

• Extensive?experience delivering change programs in contact centres/customer management operations with specific experience of Sales/Revenue/Conversion improvement initiatives.?? 
• Experience of ‘hands on’ operational leadership in contact centre/customer management environments.? 
• Demonstrable experience of developing and leading sales solutions across a major part of an organisation and across a significant geographical area.? 

Desirables: 

• COPC familiar or certified.