Senior Sales Support Coordinator - CEMEA

About Us

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Our commitment to diversity and inclusion 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.

Role Overview

To provide a comprehensive sales support service to the United Kingdom & Ireland and CEMEA  Content Sales teams ensuring service and efficiency targets are achieved and maintained. The role is responsible for identifying and delivering process improvements across Marketing, Sales and Support. The role needs to ensure that all global functions for digital and print are productive, operationally efficient and supporting the achievement of B2B revenue targets.  

Main Duties and Responsibilities

• Support the United Kingdom & Ireland and CEMEA sales teams in the pre-sales cycle, through lead qualification and contract processing for fulfilment and invoicing
• Manage the Secondary Schools Initiative by being a point of contact within internal departments.
• Ensure the Secondary Schools Initiative renewal is completed accurately and to specified deadlines
• Assist the sales team to create and maintain accurate customer records in Salesforce.com (CRM database)
• Act as a first-point of contact for client administrative enquiries by email or phone relating to invoicing, print deliveries and complaints, contracts and amendments 
• Support online order form for 2-4 user licence from lead conversion to contract creation
• Provide support via phone and email enquiring about licence subscription and pass lead to sales
• Assist the sales team to create and maintain accurate customer records in Salesforce.com (CRM database) and ensure best practices on internal processes 
• Create and manage addendums for sales team on both print and digital contracts 
• Support field sales executives with a comprehensive support service including non-standard contract approval and liaise with Legal and Finance team if necessary
• Get involved in special tasks or projects , and implementation of process improvement initiatives within the B2B team 
• Assist retention of existing customer base through renewal process
• Act as a global sales support function working closely with the Sales Support teams in New York and Hong Kong to deliver excellent service
• Liaise closely with internal departments to resolve customer queries – credit control, customer care and circulation departments
• Liaise with circulation team and external distributors to set up print deliveries
• Liaise with third part channel partners to set up channel access
• Run weekly/monthly reports to ensure data on SFDC is up to date and raise areas of improvement where necessary
• Be the point of contact for distributor and contributor invoices inquiries.
• Act as the first point of escalation for the UK&I and Cemea sales support team.
• Deputise for team leader in their absence. 
• Monitor case queues and ensure cases are attended to on a timely manner
• Assist the sales support team with complex cases
• Assist team leader with recruitment and training. 

Experience/skills you need to be successful in this role 

Essential

• 2-3 years in support or administration role

• Strong analytical skills and process review improvements  

• Experience with reporting within SalesForce 

• Self-motivated with the ability to work on own initiative

• Excellent communication skills, including process documentation

• Solution focused problem solving

• A Client Focus

Desirable 

• Strong team player with the ability to work collaboratively with others across teams
• Stakeholder management
• Experience of working as part of a project team
• Training 

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 maternity & paternity 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, talent@ft.com and a member of our team will be happy to help.

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