Head of B2C Sales

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. 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 Contract type: Indefinite Contract Location: UK, Poland, India, Malaysia and Nigeria Proof of Identity requirements & right to work in country: You must have the legal right to work in the stated location. Visa sponsorship and relocation assistance are not provided. Closing Date: Friday, 09th Jan 2026 (23:59 ICT) A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org