Head of B2C Sales at British Council

Role purpose 

This is a strategic role which supports transformation program in global development of English and Exams sales and revenue growth covering B2C activities. The post-holder will shape and deliver the sales transformation and sales growth development roadmap, focusing on improving conversion rates and customer onboarding with solutions that are effective, cost-efficient, and customer-centric. Working with Customer Management Regional Operations team, E&E Transformation Program team, wider Network Delivery and Marketing teams, the role ensures business needs are met while creating cost-effective, value-driven solutions that support profitable growth. 

Role Accountabilities 

Product/Programme/Service Delivery  

• Work closely with Customer Management teams, Salesforce and SMS specialists, Marketing, British Council Leadership and Transformation stakeholders, and external partners to shape and implement the Sales development roadmap, driving income growth and improving lead-to-cash conversion.  
• Ensure solutions are optimal for users and customers while being efficient and cost-effective for Customer Management operations to support. 
• Analyse and understand current “As Is” processes, systems, data and ways of working at the British Council, to recommend future “To Be” sales processes, assessing solution impacts on customer experience, data flows, operations, resourcing, and finance. 
• Work with Customer Management to embed quick-win solutions, improve in-year revenue generation and gain knowledge of relevant features and developments in the (proposition) products and services across the English and Exams portfolio. 

Analysis and Reporting  

• Apply sales development and customer management expertise to capture requirements, analyse processes, and deliver sales improvement initiatives, working with BA team lead, BA team and stakeholders to align system developments with strategy. 
• Use tools such as process analysis, user testing, and benefits mapping to design, test, and embed improvements, translating complex data into persuasive business cases and clear stakeholder presentations. 
• Ensure sales improvement initiatives are clearly presented to stakeholders and Customer Management teams, maintained over time, and embedded into BAU data and performance metrics. 

Customers & Stakeholders 

• Build strong cross-business relationships, balancing diverse priorities, and develop a deep understanding of operational contexts, opportunities, and challenges in the Strategic Business Units (SBU) /Functions/Regions.  
• Act as a bridge between contact centre users and leadership/Transformation teams to ensure shared understanding of opportunities, options, and implications. 

Leadership & Management 

• Plan and coordinate work activities, ensuring effective communication across Customer Management and stakeholders to meet objectives. 
• Work with project managers, trainers, and business stakeholders to drive cultural change, embed new processes, and ensure improvements are adopted into BAU operations. 

Essential Core & Role Competencies   

Please ensure your CV clearly demonstrates the following cores and role competencies  

• Managing people 
• Commercial & business development 
• Communicating & Influencing 
• Sales Team Management 

Qualifications and experience

Qualification 

• Degree level qualification or equivalent professional experience 

Experience 

Essentials 

• Extensive experience delivering change programs in contact centres/customer management operations with specific experience of Sales/Revenue/Conversion improvement initiatives.   
• Experience of ‘hands on’ operational leadership in contact centre/customer management environments.  
• Demonstrable experience of developing and leading sales solutions across a major part of an organisation and across a significant geographical area.  

Desirables 

• COPC familiar or certified  

Important information

• British Council Pay band: SMP/9
• Department: English and Exams