Customer Service and Sales Manager
The British Council is seeking a dynamic and results-driven professional to lead its Customer Management and Sales function in Senegal. This pivotal role is responsible for driving sales performance across Teaching Centre and Exams services, ensuring an exceptional customer experience, and fostering a motivated, high-performing team.
Key Responsibilities
- Oversee and guide the sales force to surpass conversion KPIs and sales goals.
- Develop and implement sales strategy in conjunction with the business, marketing, and academic teams.
- Oversee customer service operations, making sure they adhere to safeguarding guidelines and British Council standards.
- Serve as the nation’s complaints manager and promote the use of CRM.
- Encourage the involvement of stakeholders in the Marketing, Exams, and Teaching teams to improve customer satisfaction and commercial results.
- Oversee term registration operations and make sure that income is recognized and reported accurately.
- Line managers oversee hiring, performance reviews, and training for the customer service staff.
Requirements
- University degree (Level 5 or above) or equivalent professional experience.
- Minimum IELTS score of 7 in each component.
- Legal right to work in Senegal.
- Availability to work flexible hours, including evenings and weekends.
Desirable Qualifications
- Professional certification in Customer Service or Marketing.
Further Information
- Contract: One year fixed term contract
- Location: Dakar, Senegal
- Closing Date: August 17, 2025, 23:59 CET
Come lead a team that thrives on excellence and client happiness while having a significant influence on education and assessment services.
A connected and trusted UK in a more connected and trusted world.
Equality, Diversity and Inclusion Statement
Since we think that a varied team adds depth to our work, we encourage applications from all facets of the community and are dedicated to equality, diversity, and inclusion. Employers who are Disability Confident include the British Council. The Disability Confident initiative works to change perceptions, raise awareness of disabilities, and make sure that employees are chosen from the most talented candidates. If a disabled applicant satisfies the minimal requirements for the position, we guarantee an interview. Discussions regarding particular needs or modifications to allow participation and engagement in our work and events are encouraged.
Safeguarding Statement
The British Council is dedicated to protecting the adults, children, and youth with whom we interact. According to article 19 of the UNCRC (United Nations Convention on the Rights of the Child) 1989, we think that every adult and child in the world has the right to live in a safe environment and to be shielded from all types of exploitation, abuse, and mistreatment. Completing comprehensive background checks in accordance with regulatory standards and the British Council’s Safeguarding Policy for Adults and Children will be necessary before being appointed to roles that directly involve vulnerable populations.
If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org
