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Sales Manager (Direct Channel) - Embassy

Closing date for applications: 16 June 2017

Job Description

Role title: Sales Manager (Direct Channel) - Embassy

Reporting to: Global Direct Sales Director

Annual bonus: Up to 30% of annual salary

The key purpose of this role is to:

  • Achieve Study Group’s sales goals and objectives through leading, developing and managing a team of sales people and a team leader/s to meet their targets
  • To effectively drive conversion rate from lead to sales, ensuring SEAs (sales people) meet their productivity targets and exceed customer expectations
  • Successfully manage the day to day operational activities including systems, processes and procedures to increase efficiencies
  • Contribute to the improving customer experience/sales strategy/lead life cycle
  • Build the team’s reputation as a leader in Education abroad for Embassy English

Key Responsibilities 

  • To manage a team of student enrollment advisors in Brighton and remote workers in the UK and internationally
  • Set performance guidelines managing underperformance where necessary
  • To constantly seek new, alternative and innovative methods of achieving or surpassing business goals
  • To monitor, measure, report, analyse and improve the sales performance
  • To communicate a passion for excellent customer service and sales performance to inspire and motivate sales teams to go above and beyond expectations
  • To include the development, coaching and training of team managers and student enrollment advisors to ensure we have skilled, knowledgeable and competent people
  • To attract, retain and develop high calibre people to realise their full potential and contribute to the success of the company
  • Change leadership – to effectively communicate, involve and coach student enrolment advisors and TL and develop role model behaviours and values to build commitment to change
  • Maintain a shared accountability for implementation of project deliverables through working closely with the Global Direct Sales Director on key projects
  • Build and manage relationships with Marketing managers to drive initiatives to increase quality and quantity of leads
  • Benchmark service standards against best practice – utilise external knowledge to maximise opportunities to improve the contact centre
  • Work closely with the stakeholders to drive the strategic direction of the business
  • To manage escalated calls where necessary to actively resole and investigate customers feedback, issues and queries, implementing actions to avoid occurrence again
  • To work to build a strong relationship with all departments including schools and other Study Group Sales channels to ensure smooth running of the operation
  • Provide operational management to ensure the sales remote workers communicate on updates on performance and business is regular, teams are run both efficiently and effectively and defined procedures are followed
  • Effectively planning shifts, holidays to ensure staffing levels are at full capacity
  • Conduct regular one to ones, appraisals and manage performance; when required
  • To perform any other duties as reasonably required


  • Results oriented. Proven track record of leading teams to deliver sales targets
  • Self-motivated, ability to work unsupervised with minimum direction
  • Takes accountability and responsibility for performance
  • Resilient. Can quickly bounce back from setbacks. Keeps positive and maintains focus on the end goal
  • Adaptable and flexible. Can cope well with change
  • Enthusiastic about Education and Travel
  • Efficient and organised, trustworthy, dependable and reliable
  • Flexible approach to working, including travelling abroad when required

Selection Criteria


  • 3 years of experience minimum in a similar role
  • Confident and comfortable working at all operational levels of the business
  • Experience of working in an multi cultural environment would be advantageous
  • High commercial and customer focus to drive sales performance
  • Proven track records driving call centre motivation and change management
  • Task focused deliverer with exceptional drive for change and quality 
  • Ability to think and operate strategically as well tactically
  • Good understanding of ACD, IVR, CRM and Telecoms systems
  • Excellent numeracy skills to understand sales figures
  • The ability to mentor people to display and promote the required skills, knowledge and competencies required to maximise revenue or sales conversation
  • Highly developed leadership skills – able to drive performance and inspire, motivate and influence teams to achieve business goals
  • Excellent stakeholder management skills – including proven skill in conflict resolution
  • Competence in taking accountability for overall success of call centre/operation
  • Proven expertise in incepting, planning and delivering successful projects
  • Appreciation of the fundamentals of good people management – including individual/team motivation, coaching, facilitation, conflict resolution
  • Process management skills to ensure needs of the customer, company and colleague are continuously develope
  • Excellent communication skills – able to utilise all methods of communication with proven success

Organisational Compliance

The position holder must comply with Study Group policies and applicable laws including those in relation, but not limited to: Occupational Health and Safety; Anti-Discrimination and Harassment, Anti-Bribery and Corruption and those specifically relevant to the position and authority of the job holder. We are committed to safeguarding and promoting the welfare of our students, and expect all staff and volunteers to share the same commitment. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records checks if appropriate


If you would like to apply for the role, please ensure a completed application form is submitted to Rabea Noor, Director (Global Sales and Business Development).

Application deadline 16 June 2017