Sales Suport Manager - EMEA

About Us

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclsion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Brief summary of the role:

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 Sales Support teams are the reliable backbone of the FT Professional teams, acting as gatekeepers for process implementation and improvement.

What We Do:

• Process Perfection: We ensure that all agreed processes, policies, and best practices are correctly implemented. 
• Continuous Improvement: We're always on the lookout for areas of improvement across the sales and customer lifecycle, making sure we’re constantly keeping an agile approach to our ways of working.

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.

In this role you will work to the following outcomes:

• 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.

Experience:

• 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

Skills:

• 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

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced parental packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, [email protected] and a member of our team will be happy to help.

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