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Client Relationship Manager

3 months ago

Ottawa, Ontario, Canada British Council Full time

We foster global connections, understanding, and trust to promote peace and prosperity across the UK and beyond.

Our mission is to empower individuals by equipping them with the skills, confidence, and networks necessary to transform their lives and contribute positively to society in collaboration with the UK. We assist them in building connections, exploring innovative ideas, learning English, accessing quality education, and obtaining internationally recognized qualifications.

Operating in over 200 countries and territories, we have a presence in more than 100 nations, impacting 650 million lives in the last year.

Position: Client Relationship Manager for Italy/Croatia/Slovenia (Business Development). Permanent role based in Italy.

Note: This position does not offer relocation assistance.

Candidates must possess a valid work permit for Italy.

Employment Type: Permanent contract - Full-time (35 hours per week) - Monday to Friday - Competitive annual salary based on relevant experience.

Role Objective

The primary objective of this role is to cultivate relationships, identify client needs, and enhance opportunities with key accounts to achieve business objectives. This position also involves proactively addressing challenges, adding value, and ensuring that expectations are met. Daily responsibilities include executing the strategic account management plan.
The role oversees the relationship management activities of partner test centers and collaborates with them to develop business opportunities in relevant regions.

Key Opportunities and Challenges

- Anticipate and analyze market conditions to identify and act on opportunities
- Provide timely insights on changing commercial planning scenarios
- Meet sales and account targets while ensuring customer satisfaction
- Drive business through a network of partner test centers.

Main Responsibilities

Account & Stakeholder Management

- Implement the annual Account Plan
- Collaborate with the Operations team to ensure quality service delivery
- Coordinate with Marketing for targeted campaigns and events to enhance retention and value
- Maintain accurate records to support effective account management
- Conduct research on business activities and key personnel to foster new business opportunities
- Organize stakeholder interactions in line with the account management plan
- Manage day-to-day partnership delivery and administration.

Business Development

- Build and strengthen relationships with existing clients
- Identify opportunities for account expansion and retention
- Address performance issues and assist in resolution
- Support the preparation of high-quality bids and proposals for the region.

Market Intelligence

- Stay updated on product and sector knowledge
- Contribute to market intelligence activities and business development strategies
- Conduct research and analysis of customer trends and market dynamics.

Reporting & Analysis

- Regularly document and report on operational activities and performance metrics
- Provide data to support the creation of customer-focused marketing materials.

Test Day Support

- Participate in test day operations as part of a rotational team, including early morning and weekend duties.

Required Skills

- Proficiency in local language at CEF C1 level
- Proficiency in English at CEF C1 level.

Core Competencies

Communication and Influence (Level 2) - Effectively communicates and adapts messages to various audiences.
Project Management (Level 1) - Follows established project management protocols.
Business Development (Level 1) - Utilizes analytical techniques to support business growth.
Account Management (Level 2) - Engages with stakeholders to build trust and understanding.

Knowledge and Experience

Essential

  • Proven ability to build and maintain relationships with institutional clients.
  • Experience in identifying client needs and enhancing opportunities.

Desirable

  • Familiarity with UK examination boards.
  • Knowledge of the educational landscape in the region.
  • Experience in business development or marketing within a service sector.

Qualifications

Desirable - A university degree or relevant qualification.

A connected and trusted UK in a more connected and trusted world.

Commitment to Equality, Diversity, and Inclusion