Job Description

Account Relationship Manager, Exams

Date: 21-Apr-2023 Location: Kuala Lumpur, East Asia, MY 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\xe2\x80\x9322 we reached 650 million people.


Location \xe2\x80\x93 Kuala Lumpur, Malaysia | Pay Band \xe2\x80\x93 G/6 | Contract Type \xe2\x80\x93 Indefinite
Local Direct Hire: Applications are welcomed from candidates currently in this location with a natural right to work.


Role Purpose
The role purpose of Account Relationship Manager, Exams in the British Council Malaysia is to build relationships, identify needs and enhance opportunities with key accounts to meet business related targets. The role is also required proactively resolve issues, add value and ensure delivery on expectations. On a daily basis, the role executes the country key account strategy and plan.


Main Opportunities/Challenges for this role:

• Opportunities with new assessment products, online versions of exiting products and improvements to the customer journey and experience
• Challenges in adapting our offer to meet the requirements of the rapidly evolving assessment and technological landscape
• Achieving sales/account targets and ensure customer satisfaction

Main accountabilities but not limited to the following:
Account & stakeholder management

• Manages and delivers in year Account Management Plan
• Develops out of year Account Plan
• Links with B2B support from Operations team to set and review quality of delivery to support account relationship management
• Links with Marketing for targeted events, campaigns and collateral to support retention and value add
• Undertakes contract review and refresh
• Works to defined Account Relationship standards and frameworks
• Maintains accurate and up-to-date records and data in order to support effective and coordinated account management across the organisation
• Conducts research, into business activities, challenges and key personnel in target customer, partner or sponsor organisations to support the exams business in

developing new business and cultural relations opportunities for the British Council


Market & customer intelligence

• Ensures product/sector knowledge is up to date and forward thinking
• Provides account /country specific input into market intelligence activities, innovation and business development/marketing plan/targets
• As required, uses a range of standard processes and techniques to carry out routine research and analysis of actual or potential customer/audience trends \xe2\x80\x93 e.g.

customer segmentation, demographic profiling, competitor tracking and measurement of market share.


Winning business

• Value adds account extension, cross sell and retention
• Raises performance issues, why and how being resolved
• Builds and develops networks around existing clients to cultivate segments
• Under direction from the Business Development Manager, supports the development of high-quality bids, tenders and proposals by preparing or collating written

content/diagrams/financial data/case studies/project plans for the Country/Region


Analysis & reporting

• Using standard procedures and templates, regularly records, analyses and reports on operational activity levels and performance data, to support senior

managers in making timely and effective business decisions that respond to operational needs

• Contributes data as required, to enable the development and distribution of high quality, customer and market-focused marketing collateral

Leadership & management

• Prioritises own work activities, from long terms plans into day-to-day activities.
• Builds relationships and uses influence to work with others internally to grow the business.

Role specific skill, knowledge and experience:
Demonstrable experience, in large complex international organisation of:

• Experience of managing relationships with B2B/B2G clients
• Proven experience of building relationships, identifying needs and enhancing opportunities with key accounts to meet business related targets.
• Designing and implementing business development or marketing plans in an education sector context.
• Experience of working with UK exam boards
• Familiarity with exam products and services, such as IELTS (desirable)
• Knowledge of local education and immigration sectors (desirable)

Person Specification

• University degree in any subject or qualification in a relevant field
• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.

Further Information

• The candidate should have the right to live and work in Malaysia.

Closing date for application. 7th May 2023, 23:59 Kuala Lumpur time (GMT+08)



A connected and trusted UK in a more connected and trusted world.


Equality , Diversity, and Inclusion (EDI) Statement


The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.


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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council\xe2\x80\x99s Safeguarding policies for Adults and Children.


If you have any problems with your application please email askhr@britishcouncil.org


Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our \xe2\x80\x98ASK HR\xe2\x80\x99 email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.