Macmillan Education provides world-class content in the most relevant, engaging and flexible formats to support students, teachers and institutions in lifelong learning. Visit macmillaneducation.com and follow @MacmillanEducation / @MacmillanELT
About the Role
This role sits within the Marketing Division and focuses on driving the growth of *Altura*, a flagship product of Macmillan Education. The position involves close collaboration with cross-functional teams to enhance product positioning, customer engagement, and market performance.
Key Responsibilities
- Build and maintain strong relationships with customers, understand their needs and concerns, and resolve issues promptly.
- Create and implement strategies to improve customer loyalty and reduce churn, including personalized communications and targeted offers.
- Product demonstrations of integrated solutions to acquire recent customers
- Develop complete product understanding and ecosystem to input product feedback and market trends
- Product Training to sales teams
Skills and Attributes:
- Communication skills: To effectively interact with customers and colleagues.
- Problem-solving skills: To address customer issues and improve processes.
- Customer focus: To understand customer needs and prioritize their satisfaction.
- Strategic thinking: To develop and implement retention strategies.
- Digital Skills: To be able to use and train customers on tech in teaching
- Attention to detail: To ensure accuracy and consistency in all aspects of the role.
- Collaboration: To work effectively with cross-functional teams, including sales and digital to ensure a cohesive customer experience.
- Customer Centricity : To identify and address customer issues, and implement improvements to processes and services.
Key relationships
- Branch Managers, Regional Sales Teams, PMs in other regions
Qualification and Prerequisites
- Graduate, pref. B Ed./ MBA
- Excellent Communication (particularly in English)
- Op