• Develops content and directs creative execution to provide a consistent, targeted, and impactful message.• Builds and maintains solid partnerships with assigned internal clients to better develop, coordinate, direct, and facilitate strategic communications designed to meet business goals.• Designs campaigns to target specific audiences, placing an emphasis and discipline on campaign performance to help with recommendations for future programs.• Directs in-house and external graphic designers, photographers, and other media-production specialists integral to the completion of marketing projects.• Contributes ideas for new programs, researching and recommending innovative branding techniques.• Researches and understands key business challenges, customer behavior, target audiences, competitive activity, and environmental factors that impacts programs within the business and assigned departments.• Provides hands-on advertising support for assigned departments, paying close attention to timelines.• Identifies and presents opportunities for consistency in messaging and customer experience across channels from in-store signage to digital to print.• Develops an understanding of short- and long-term department goals and planned initiatives.• Adjusts and communicates plan changes as necessary to ensure costs for materials, media, and labor are in line with the sales potential for a specific product or campaign.• Works with leadership to take the pulse of overall business activity to identify cross-marketing opportunities.• Stays informed of developments in the field of marketing and communications within the industry to foster ideas and innovation.

. Ensures knowledge is up to date and forward thinking on all exams products. Provides input into market intelligence activities, innovation, business development and tracking compitition.. Performs pre-agreed secondary market researched or gathers pre-agreed market intelligence. Adds value to key accounts. Looks at opportunities for retain accounts and / or cross-sell other exams services. Flags and addresses performance issues in delivery and proactively seeks solutions. Builds and develops networks around existing clients. Customers/ Relationship and stakeholders. Supports continuous improvement in the Business Development function. Builds relationships and uses influence to work with others to grow the business. Leads on delivery of Exams promotional events. Delivers product presentations to appropriate audiences within the B2B segment. Prioritises own work activities, from long terms plans into day to day activities.. Support for pursuing new lines of business, whether this is through existing or new clients. Persuade potential customers to give more business. Highlight issues with delivery of services and try to find solutions to this. Support senior managers decisions by providing timely, accurate, professionally produced data and information. Supports meetings to feedback client's experience. Monitors dashboard on B2B service level - reports from Schools and IELTS registrations systems. Provides support for the wider Exams team when capacity is an issue at peak times. Activities could include Schools verifications and payments, management of Schools results and Statements of Entry, managing contracts for IELTS registrations centres, and other to-be defined tasks. In supporting the exams operation this role is likely to have occasional contact with children under-18. These are a small 30% of IELTS candidates and 70% of our schools candidates

. Improve customer service experience, create engaged customers and facilitate organic growth for all channel. Take ownership of customers issues and follow problems through to resolution. Develop service procedures, policies and standards for f2f and social media. . Keep accurate records and document customer service actions and discussions. Analyse statistics and compile accurate reports. . Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment . Control resources and utilise assets to achieve qualitative and quantitative targets. Adhere to and manage the approved budget . Maintain an orderly workflow according to priorities. Plan, communicate and manage working schedules for teachers, operations staff, temps and YLAs, ensuring staff work-life balance needs are incorporated . Manage teachers' pay claims, monitor spend on overtime and report on potential overspend. Achieve and report against targets on operational dashboard KPIs . Conduct customer research and market analysis and analyse the data to inform service quality development. . Ensure appropriate coordination among TC, customer services, marketing, schools, libraries, higher education and Arts teams to plan customer events, marketing and promotion initiatives . Supervise the maintenance and analyses of Teaching Centre records and systems including registration figures, CRM reports, sales performance reports, debtor and credit management, deferred income, TCMS data reports. . To oversee the manager responsible for budget management and cost control. . Meet corporate standards on data protection, finance, procurement and risk management. . Line manage of the staff members all in accordance with corporate standards for Social Media and Teaching Centre . Participate in performance management and take opportunities for personal professional development, as agreed with the line manager.

. Work with team to develop the brand strategy. Work with the functional manager to ensure delivery of right consumer strategies and marketing plan to life. Ensure all marketing activities (advertising, retail communications, events, sponsorship, social responsibility projects and customer experience) are in line with the brand strategy. Drive the delivery of a warmer and more engaging brand personality, inspiring colleagues & partners across the business to bring this to life in a differentiating manner. Deliver outstanding consumer brand campaigns, in partnership with Retail , Terminal, Content & Product teams , to showcase excellence in brand communications. Developing, executing and monitoring advertising programs like road shows, PR activities, corporate social responsibility activities and other events to enhance brand awareness and value.. Support delivery of an overall communications calendar for the area, in partnership with creative and Corporate Communications colleagues. Managing vendors to meet the requirements on time, as per the requirement. Lead the creative agency to develop brand identity guidelines and branding cues in line with the brand strategy. Lead the creative development process for advertising to make sure local advertising makes the best use of the brand and develops the brand effectively. Keeping track on the competition product launches and related communication activities.. Build a library of local brand assets, stories and examples, making up the consumer brand fact base. Supplement this with examples of best practice from other world class service brands.. Conduct best practice workshops and create training tools to raise the standard of Consumer Brand communication. Ensure effective and efficient use of advertising budget & to identify cost-effective opportunities to reach target audience

. Determines requirements by working with customers regarding EDGE, 3G, Blackberry and international Roaming. Answers inquiries by clarifying desired information; researching, locating, and providing information.. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.. Fulfills requests by clarifying desired information; completing transactions; forwarding requests.. Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.. Keeps equipment operational by following established procedures; reporting malfunctions.. Updates job knowledge by participating in educational opportunities.. Committee to the mentoring process.. Encourage and motivate others.. Create a continuous learning environment.. Share Knowledge.. Meet regularly with the mentee.. Listen and give feedback/guidance.