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Role Purpose:
Date: 01-Sep-2022
Location: Dubai, Middle East and North Africa, AE
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.
Role Purpose:
The purpose of this role is to develop and maintain relationships and enhance opportunities with key accounts to meet business related targets. The role is to support B2B Customers and report issues and resolutions to the Account Relationship Manager or Head of Business Development to develop and retain the Account.
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 plan.
Main Accountabilities:
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
- Provides country/geography specific market intelligence activities, innovation and business development
- Tracks competition and updates line manager
- Performs pre-agreed secondary market researched or gathers pre-agreed market intelligence in a systematic way
Account retention
- Adds value to key accounts and looks at opportunities for retention through cross-sell and other initiatives
- Flags and addressed performance issues in delivery and proactively seeks solution for an amicable resolution
- Monitors capacity and drives up/pull forward B2B2C sales to fill capacity
- Builds and develops networks around existing clients to cultivate segments
Customers/ Relationship and stakeholders
- Works to defined Account Relationship standards and frameworks
- Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
- Proactively work with Account Relationships Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
- Prioritises own work activities, from long terms plans into day to day activities.
- Builds relationships and uses influence to work with others to grow the business
- Has knowledge of British Council products and services across SBUs to be able to provide solutions to customers
- Takes audience led approach to meet customer’s needs
- Lead on delivery of agreed Exams promotional events
- Deliver product presentations to appropriate audiences within the B2B segment
Analysis and reporting
- Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as client’s activity to support senior managers in making timely and effective business decisions that respond to business development targets.
- Supports wash-up meetings to review client’s experience on Test Sessions and influence continual improvement and corrective actions
- Monitors dashboard on B2B service level – reports from Schools and IELTS registrations systems
About You (essential requirements for the role):
- B2 written and spoken English
- Degree in any subject or 2 years’ experience in Account Management
- Experience in maintaining customer relationships.
- Proven experience of directly contributing to income targets.
- Proven experience of implementing business development or account management plan
- Good written and spoken communication skills
- Preparing reports on excels and data analysis
- Good presentation skills
Desirable requirements for the role
- Should be fluent in Arabic
- Experience in consultative/ solution sales context
- Proficient in Arabic
- Proven experience of implementing business development or account management plan in an education/training sector context
Further Information :
- Role: Account Relationship Officer
- Number of positions: 1
- Pay Band: 4H
- Location: Dubai, UAE
- Contract type: Fixed Term Contract-Local 2 years
- Closing date: 15th September 2022 (23:59 Gulf Standard Time)
- Salary: Basic AED 6063.20, Housing allowances AED 2899.58
- Other: This role is open to candidates who have right to work and based in UAE.
- Please note that all applications should be submitted only in English.
- It is advisable to apply in advance to avoid any technical issues at the last moment
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
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 [email protected]
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.
