Account Relationship Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia British Council Full time
Account Relationship Manager

Date:27 Jun 2023

Location:
Kuala Lumpur, East Asia, MY

Company:
British Council

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 we reached 650 million people.

Pay Grade :
G (6)

Contract Type :
Indefinite

Location :
Kuala Lumpur, Malaysia

Role Purpose
The role purpose of

Account Relationship Manager, Exams in the British Council Malaysia is to build relationships, identify needs and enhance opportunities with key accounts to meet business related targets. The role is also required proactively resolve issues, add value and ensure delivery on expectations. On a daily basis, the role executes the country key account strategy and plan.

Main Opportunities/Challenges for this role:

  • Opportunities with new assessment products, online versions of exiting products and improvements to the customer journey and experience
  • Challenges in adapting our offer to meet the requirements of the rapidly evolving assessment and technological landscape
  • Achieving sales/account targets and ensure customer satisfaction

Main accountabilities but not limited to the following:

Account & stakeholder management

  • Manages and delivers in year Account Management Plan
  • Develops out of year Account Plan
  • Links with B2B support from Operations team to set and review quality of delivery to support account relationship management
  • Links with Marketing for targeted events, campaigns and collateral to support retention and value add
  • Undertakes contract review and refresh
  • Works to defined Account Relationship standards and frameworks
  • Maintains accurate and uptodate 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

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

Winning business

  • Value adds account extension, cross sell and retention
  • Raises performance issues, why and how being resolved
  • Builds and develops networks around existing clients to cultivate segments
  • Under direction from the Business Development Manager, supports the development of highquality bids, tenders and proposals by preparing or collating written
- content/diagrams/financial data/case studies/project plans for the Country/Region

Analysis & reporting

  • Using standard procedures and templates, regularly records, analyses and reports on operational activity levels and performance data, to support senior managers in 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 marketfocused marketing collateral

Leadership & management

  • Prioritises own work activities, from long terms plans into daytoday activities.
  • Builds relationships and uses influence to work with others internally to grow the business

Role specific skill, knowledge and experience:

Demonstrable experience, in large complex international organisation of:

  • Experience of managing relationships with B2B/B2G clients
  • Proven experience of building relationships, identifying needs and enhancing opportunities with key accounts to meet business related targets.
  • Designing and implementing business development or marketing plans in an education sector context.
  • Experience of working with UK exam boards
  • Familiarity with exam products and services, such as IELTS (desirable)
  • Knowledge of local education and immigration sectors (desirable)

Person Specification

  • The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
A connected and trusted UK in a more connected and trusted world.

**Equality, Diversity, and Inclusi

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