Customer Service & Sales Manager
British Council
Total years of experience :16 years, 6 months
• Designing and developing the customer journey to meet stake holders’ standards.
• Improving customer experience.
• Building, leading, and motivating the Sales and Customer service team to achieve and exceed sales targets and KPIs as set out by the British Council.
• Monitoring and reviewing individual sales performance, ensuring that they meet and exceed their sales targets through regular meetings and reviews.
• Supervise the handling of customer enquiries, complaints, and suggestions, ensuring appropriate follow up and maintaining accurate records of action taken in line with policy.
• Responsible to manage all channels of communication effectively through customer service team. Channels are not limited to face to face but emails, social media, and phone calls.
• Manage the customer service team across the kingdom to ensure appropriate staffing levels are always maintained at the Front Office in line with customer needs and operating hours.
• Line management of the team, including training, coaching, and mentoring ensuring that customer service staff have been appropriately briefed on British Council procedures and receive the training required to allow them to successfully fulfil their duties.
• Taking responsibility for the business performance of the branch.
• Analysing and planning the sales of branch.
• Organizing marketing activities, such as promotional events and discount schemes.
• Developing and maintaining relationships with customers, employees and senior management
• Setting budgets and agreeing them with the senior management.
• Planning and coordinating menus.
• Handling and resolving customers’ complaints.
• Preparing reports at the end of the shift/ week, including staff control, food control and sales
• Identifying and developing business opportunities.
• Determining new opportunities by analyzing business needs.
• Developing and executing marketing campaigns for new product launches and activities.
• Conducting market researches and assigning goals to the research team.
• Supervising the daily activities of sales to achieve and exceed the forecasted goals.
• Assisting sales team in implementing and developing daily and long term plans.
• Following-up persistent customers to insure satisfaction.
• Providing support in working with the public media and advertising firms