The Financial Times is a leading publisher read by 2 million people every day. The FT prides itself on delivering outstanding, proactive and engaging customer service to its readers
We are looking for an enthusiastic individual to join the FT Professional department as a Sales Support Manager for the EMEA region
The role will be responsible for leading the London based Sales Support coordinators ensuring the delivery of effective, efficient and accurate support across the multiple teams of the department
Manage, lead, train, mentor and develop the UK and CEMEA Sales Support Coordinators in order to deliver a high quality support service to internal and external customers
Set objectives and personal development plans and track performance and progress through regular meetings
Manage and prioritise the day-to-day activities of the team ensuring that optimum performance is maintained
Act as a first-point of contact for customer enquiries, both internal & external
Manage escalated client issues and ensure follow-through to conclusion by taking ownership
Manage the progression of sales leads in a timely fashion, ensuring quality of data
Assist the sales team build and maintain accurate customer records in CRM database
Provide system and process training across for London based sales, marketing, support teams as the need arises
Work with the Head of Global Sales Support to develop a cohesive Support Team to ensure consistency and accuracy of internal processes and procedures
Collaborate with global colleagues to devise, implement and monitor standardised revenue and performance reports and dashboards
Ensure all invoicing is accurate, timely and maintain compliance with our finance regulations
Responsible for managing UK, CEMEA and SSP regional aged debt to support improved cash-flow
Support the Subscription Service Provider specialist with SSP inquiries
Ensure data on SSP accounts is maintained and regularly reviewed
Support the regional sales team with Due Diligence and compliance requests and ensure the process is completed in a timely manner
Contribute to the development and diversification of Sales Support responsibilities
Requirements:
Previous customer facing experience
Experience of working in a Corporate environment
Experience in a sales support role
Previous management experience - desirable
Knowledge of a CRM Solution - preferably SalesForce.com
Ability to lead and empower junior team members
Excellent communication skills
Excellent organisational skills and the ability to simultaneously manage multiple tasks
Ability to prioritise and ensure that all tasks are completed within designated timelines
Attention to detail
Be self motivated with ability to work on own initiative
Written and spoken French, German or Spanish is desirable
Benefits:
A range of training courses as well as confidential career coaching and mentoring
Flexibility - working from home, job sharing, compressed weeks, and flexible working hours
Enhanced parental leave, flexible leave allowance and paid volunteer leave
Pension contribution
Local health coverage plans
Gym memberships and healthcare schemes, professional counselling sessions, 24-hour employee wellbeing helpline, weekly meditation classes
