Account Relationship Coordinator

4 months ago

Ottawa, Canada British Council Full time

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.

Account Relationship Coordinator Italy/Croatia/Slovenia (Business Development). Based in Italy – PB 4 (H) - Permanent.

Based in Italy - Please note that for this position, no relocation is provided. 

Candidates must have pre-existing permit to work in Italy.

Permanent contract - Full time 35 hours per week - Mon-Fri - annual gross between 29,012.00 € and 39,420.00 € depending on previous relevant experience.

Deadline for applications: Sunday 1st September 2024 at 23:59 CET

Purpose of the role

The purpose of this role is to build relationships, identify needs and enhance opportunities with key accounts to meet business related targets. 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 strategy and plan.
Oversees the account relationship activities of partner test centres and develops with them business opportunities within the geographies (where relevant).

Main Opportunities/challenges for this role 

▪ Understand and foresee country conditions to spot, report and act on opportunities

▪ Provide timely feedback on commercial planning scenarios that have changed

▪ Achieve sales/ account targets and ensure customer satisfaction
▪ Deliver business through a network of partner test centres (where relevant).

Main Accountabilities

Account & stakeholder management

▪ Delivers the in-year Account Plan
▪ Liaises with B2B support from Operations team to review quality of delivery to support account relationship.
▪ Links with Marketing for targeted events, campaigns and collateral to support retention and value add activity ▪ Inputs into contract review and refresh
▪ Works to defined Account Relationship standards and frameworks.
▪ Maintains accurate and up-to-date records and data in order to support effective and coordinated account management across the organisation.
▪ Conducts research, into business activities, challenges and key personnel in target customer, partner or sponsor organisations to support the exams business in developing new business and cultural relations opportunities for the British Council.
▪ In accordance with an agreed account management plan, coordinates and organises contact between stakeholders in key client/partner/sponsor organisations and the exams business
▪ Takes responsibility for day-to-day partnership scheme delivery and administration, including LEX (where relevant) 
▪ Oversees the account relationship activities of partner test centres and develops with them business opportunities within the geographies (where relevant).

Winning business

▪ Builds relationships and further develops existing networks of clients to cultivate segments
▪ Value adds account extension, cross sell and retention
▪ Raises performance issues and assists in the resolution of why and how ▪ Supports the development of high-quality bids, tenders and proposals by preparing or collating written content/diagrams/financial data/case studies/project plans for the Country/Region

Market & 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/marketing plan/targets
▪ As required, uses a range of standard processes and techniques to carry out routine research and analysis of actual or potential customer/audience trends – e.g. customer segmentation, demographic profiling, competitor tracking and measurement of market share.

Analysis & Reporting

▪ Using standard procedures and templates, regularly records and reports on operational activity levels and performance data, to support managers in analysing data and making timely and effective business decisions that respond to operational needs
▪ Contributes data as required, to enable the development and distribution of high quality, customer and market-focused marketing collateral

Test Day Support 

▪ Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.

Role Specific Skills

Local language skills to the CEF C1 level
English language skills to the CEF C1 level 

British Council Core Skills

Communicating and influencing (level 2). Relates communications to circumstances. 
Displays good listening, writing and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences. 

Managing projects (level 1) Follows project management disciplines

Works with project management systems and procedures and has a track record of compliance with them as a project team member.

Commercial and business Development (Level 1) Reviews data 

Applies a range of standard analytical techniques to support business development – e.g. pricing tools, revenue tracking, monitoring sales prospects, audience figures or profit margin.

Account and partnership management (level 2) Works with stakeholders and partners

Communicates regularly with diverse stakeholders, customers and/or partners to build mutual understanding and trust.

Role specific Knowledge and Experience

Essential

Understanding of building and maintaining relationships with business/institutional clients Experience of actively identifying needs and enhancing opportunities with institutional clients.

Desiderable

Experience of working with UK exam boards Knowledge of the educational sector in the country / region  Experience in or knowledge of business development or marketing in a service sector context.

Certification and Professional Qualifications 

Desiderable  University degree in any subject or qualification in a relevant field

Deadline for applications: Sunday 1st September at 23:59 CET

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

Equality , Diversity, and Inclusion (EDI) Statement

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