Customer Care Manager jobs in United Kingdom

Would you like to help enrich the lives of learners around the world? At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources). TTS has proudly supported the education sector for almost 40 years. Our in-house experts collaborate with teachers and educational experts to create unique and innovative resources that engage children and inspire a lifelong love of learning.

A senior role owning the development of business strategy and aligning with multiple RM functions around the business responsible for developing and executing long-term strategic sales plans, while aligning cross-functionally across RM Resources to support sustainable international growth.

• Business lead for all aspects of International Sales
• Drive continuous improvement with sales and marketing process
• Ensure we offer a seamless customer experience, always championing the customer
• Accountability for full revenue and margin budget
• Responsibility for setting the short, medium, and long-term strategies
• Responsible for building budget, phasing, and forecasting with a high level of accuracy
• Ensure plans and resources are in place to meet and exceed business plans across the function and individually within each territory
• Develop and maintain high-impact distributor relationships that support long-term commercial goals
• Monitor competitive landscape and adapt strategies accordingly to protect and grow market share

• Develop a market leading proposition and surrounding communication to take this to market effectively – clearly understanding the key customers and market dynamics in each region
• Own international proposition selection, profitability and margin targets
• Input to the marketing team on all aspects of spend whilst creating new Test and Learn initiatives to drive a clear ROI
• Understand how to best take TTS IP to market – providing feedback of market developments to the innovation team
• Continuously evolve the proposition based on regional insights, customer feedback and distributor capabilities

• Responsible for Sales Managers – creating a best in market team
• Holding the team to account for the delivery of a well differentiated, relevant and winning customer proposition
• Provide coaching, development and clear performance expectations with regular feedback against set measures
• Travel with team members to visit key clients
• Develop your own network of key stakeholders aligning to your level across all segments
• Ensure all admin is kept up to date
• Embed a performance culture that rewards innovation, accountability and long-term thinking
• Form key pillars of business growth with outline plan to double sales in a 5 year period
• To own the segment profitability through analysis of Share of Wallet (SOW), sales mix, brand penetration, pricing and discount management
• Owning material and gross margin to achieve target margins
• Manage the evolution of an offline and online sales channel
• Exceed targeted KPIs
• Keep an up-to-date pipeline to enable accurate forecasting
• Ensure KPI dashboard is up to date and the correct team measures are in place to drive performance
• Drive long-term sustainable partnerships with distributors and major accounts that align to the companies 5-year growth vision

• Strong strategic and people leader
• International experience - B2B, B2C & B2G
• General understanding of international trading
• Proven results in delivering international growth strategies
• Track record of delivering strategic business planning over multi-year periods
• Experience of developing and managing strategic distributor partnerships in international markets
• Understanding and experience of solution-based selling
• Strong financial and commercial experience
• Outstanding interpersonal skills – able to influence a wide range of stakeholders
• Excellent written and verbal communication skills
• Superb organisational and workload management skills
• Ability to work in a high-pressure sales environment against KPIs
• Comfortable reviewing and suggesting improvements to processes
• Full ownership of area and targets
• Highly organised with a strong bias to analytical decision making
• Proficient in Microsoft Office
• Understanding of international education market – desirable
• Multi-lingual – desirable

We offer a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available. We also have lots of voluntary benefits, including the opportunity to buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme.

At TTS we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.