Cluster Sales & Service Manager
Core
Lead customer service and sales operations across multiple centres and countries, delivering commercial performance and operational excellence for the British Council's education, arts, and culture services.
Role type
Senior Cluster Sales & Service Manager
Builds
Customer service and sales operations across a multi-country cluster
Domain
International education, culture, and language services
Required skills
Strategic leadership, team management, commercial performance management, operational excellence, customer experience management, workforce planning, data analysis, risk management, compliance, change management
Preferred skills
Experience in international multicultural environments, education/training/language-learning sectors, leading change initiatives
Technologies
KPI frameworks, performance management systems
Responsibilities
Lead a team of Customer Service and Sales Managers; establish and deliver cluster objectives aligned to regional priorities; oversee the end-to-end customer journey; drive service and sales performance; manage escalated customer issues; lead workforce planning and resource allocation; ensure compliance with safeguarding and data protection requirements.
Seniority
Senior, hands-on IC with team leadership
