Regional Customer Management and Sales Lead
Middle East North Africa (MENA)
Country / Territory
Flexible Location
Flexible Location
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade E
Vacancy Description
Contract Duration: Indefinite Flexible Location: Egypt or UAE or KSA or Kuwait Pay Band 8/E (Locally appointed) Closing date: 14 September 2019
NOTE:  This is a flexible location role; the countries approved are Egypt or UAE or KSA or Kuwait. 

Role Purpose

Develop and deliver a regional customer management and sales strategy for the British Council in the Middle East and North Africa (MENA) region with a focus on the Teaching and Exams businesses. Meet corporate objectives and geographical priorities taking the needs and expectations of internal/external customers and stakeholders and market opportunities as the starting point. 
Provide professional leadership and support for a transition to customer management and sales culture with tangible benefits to the MENA businesses

Function Overview

The MENA region is one of the most diverse parts of the world, with a high per capita spend on education and a hugely competitive after school enrichment market, with many players supported by private equity.

The focus of the post is the leadership and management of the MENA Customer Management function for Teaching and Exams. MENA is one of the British Council’s largest teaching regions with a planned income of GBP 43 million for Teaching and GBP 80 million for Exams (2019/20). 

We run Teaching businesses in 11 countries in the region; Algeria, Bahrain, Egypt, Jordan, Kuwait, Kingdom of Saudi Arabia, Morocco, Oman, Qatar, Tunisia and UAE with over 250 SCM staff across them. The businesses serve both Adult and Young Learner (YL) markets, with the direction of travel being towards standardised products, customer journeys, KPIs, performance dashboards, tools, roles and responsibilities across the teams. 

The market for English language services is challenging due to increased competition, changing customer needs and expectations and fast technological development (amongst other factors) the decline in the ex-pat adult market in some parts of the Gulf and increasing levels of competition across the region but the Teaching Centre business remains profitable and makes a significant contribution to the regional surplus. 

We operate Examinations and Assessment businesses in 15 countries: Morocco, Tunisia, Algeria, Libya, Jordan, Lebanon, Occupied Palestinian Territories, Iraq, Egypt, Saudi Arabia, Kuwait, Bahrain, Oman, UAE and Qatar. Our portfolio consists of IELTS, Schools Examinations, Aptis and other exam delivery services for scores of UK Awarding Bodies. However, Customer Services Teams mainly interface with our IELTS Customers and increasingly play a significant role in consumer sales and advising potential test takers how to achieve success in their exam. Our IELTS business is facing new competitive challenges and our strategy is to achieve a transformation in our end to end service in order to maintain our position as market leader.

The MENA regional Exams leadership team comprises Director Exams, Regional Commercial Manager, Regional Operations Manager, Exams Marketing Manager and four Cluster Exams Directors.

The MENA regional Teaching management team is made up of Director Teaching and Learning, Regional marketing manager, Regional Head of Customer Management, Regional Lead for Customer Journey, Cluster Customer Management lead for Maghreb, Heads of Product Development and in-country Directors of English Language Services.  A key objective of the post-holder would be to develop a strong and networked group of Country Heads of Sales and Customer Management who share best practice, collateral, processes and approach.

For more information regarding the job requirements, British Council Core Skills and Behaviours, please refer to the documents attached below;

Role Profile
British Council Core Skills
British Council Behaviours

Important Information: 
  • If you are interested in this vacancy, kindly submit your application before 14 September 2019
  • Candidates are kindly requested to fill out their applications and to include a supporting statement.
About Us

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights.All staff worldwide are required to ensure their behaviour is consistent with our policies