Customer Experience Manager

hace 3 semanas

Bogota, Colombia British Council A tiempo completo

Customer Experience Manager

**Date**:15 Aug 2023

**Location**: Bogota, Americas, CO

**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 2021-22 we reached 650 million people.

**Contract Type**:Indefinite
**Location and salary**: Flexible in Argentina (equivalent to $1.587 USD), Colombia ($5,659,017 COP), Mexico (32,621 MXN) or Peru (5,678 Soles)

**Closing Date**: advert will close on
**Sunday August 27, 2023 at 23:59 Colombia time**.

**Role Purpose**

This job involves leading and contributing to the development of rules, processes, and smart ideas for Independent Test Centres (ITCs) in Canada. These rules and ideas will use current and new technologies to make sure people who want to take tests have a good experience.

The job also focuses on making the Customer Service and Sales better in Canada by coming up with new ways to help customers and meet goals. The person in this role will also use technology to improve how we serve customers and manage projects in different parts of the country.

In addition, this role will give advice and sometimes lead when we talk to customers in Canada. The person in this role will report to the Americas Regional Sales and Customer Management Lead and will also work with other leaders. They will be in charge of a team of four full-time staff and might also manage temporary staff sometimes.

**Main accountabilities but not limited to the following**
- Implement continuous improvement initiatives to identify, report and manage business risks and service failure and to address issues respectively
- Ensure escalated comments and complaints are managed effectively and efficiently in line within the organisations Customer Management Framework
- Act as key point of contact between Americas Contact Centre, British Council Contact Centre and our customers.
- Ensure changes in policy/procedures/escalation is clearly communicated to stakeholders
- Improve the Exams customer experience by carrying out regular surveys to understand wants and needs of customers and devise action plans accordingly
- Design, organise, implement and evaluate mystery shopping campaigns on an annual basis in all test centres, identifying and implementing improvement plans as a result
- Collate data and information on pre-test, test day, and post-test customer experience
- Contribute to the development of Exams projects and where required, lead projects for Canada exams business and ensure that delivery and outcomes are in line with project management principles and standards
- Expand and embed the regional vision through ownership and management of initiatives like IELTS Counselling, specialisation, and sales conversion strategies
- Identify and manage project outcomes and benefits throughout the delivery of projects to ensure appropriate return on investment is achieved
- Identify, record and monitor risks, issues, dependencies and provide a single view to the regional and global teams
- Identify key stakeholders and build a clear understanding of their needs and expectations
- Build relationships at all levels of the organisation: engage with IELTS Global and regional teams, Marketing and Business Development managers, test centre managers, and examinations customers Canada to ensure a clear and standardised approach to service delivery across the region
- Work within the Regional matrix to support and work across the Regional Sales and Customer Management teams, Regional Exams Centre Management and Country leadership.
- Directly plan and control specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes
- Using agreed financial procedures/templates, conducts monthly and year-end analysis and reporting on income and expenditure/profitability and risk/pipeline/actual performance versus plan targets.

**Requirements of the role**
- Experience in developing and implementing infrastructure and technology solutions which support business objectives
- Project management experience including management of budgets and resources to support project implementation
- Management of competing priorities to deliver effective and efficient solutions in a staged way
- Significant experience in ongoing management of contracts, SLAs, and solution maintenance
- Written and verbal proficiency in English at Upper Intermediate/B2 is required
- A relevant professional qualific

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