Global Account Manager

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Role purpose

Provide excellent Key Account Management for designated global clients by nurturing stakeholder relationships, proactively identifying growth opportunities, and managing risk. Develop and implement KAM plans aligned with Global Exams Services’ strategy across school, professional, university, and English exams, delivering income and surplus growth against ambitious global targets through co-creating value with key clients.

Role context

The British Council supports peace and prosperity by building connections, understanding, and trust between people in the UK and countries worldwide. We help individuals gain skills, confidence, and connections to transform their lives and shape a better world in partnership with the UK—through networks, creative ideas, learning English, high-quality education, and internationally recognised qualifications. Working in over 200 countries and territories, with a presence in more than 100 countries, we reached 650 million people in 2021–22. Global Exams Services delivers innovative, flexible solutions enabling exam boards and testing institutions to help learners achieve their full potential. As the world’s most trusted exams services partner, we deliver over 4.5 million exams annually for schools, universities, and professional bodies, with over 25,000 staff across 100+ countries, at test centres, schools, or via secure online delivery.

Customer success and client relationships are central to Global Exams Services. The Global Account Manager provides key account management for designated global clients, building and enhancing long-term relationships, identifying growth and value-creation opportunities, and managing risk. The role develops and implements KAM plans aligned to Global Exams Services strategy across school, professional, university, and English exams, delivering income and surplus growth against ambitious global targets through co-creating value with key clients. This role reports to the Director, Global Exams Services Partnership and may include line management responsibilities.

Role Accountabilities

Account & stakeholder management: Develops and maintains strong relationships with School, Professional, University, and English exams clients through proactive engagement to understand needs and align services. Plans and delivers KAM plans to achieve commercial and impact targets, conducts regular reviews, handles escalations, and acts as the client voice within the British Council. Collaborates with Heads and account managers to deliver coordinated strategies for strategically important relationships.

Winning business: Identifies growth, cross-selling, and upselling opportunities within key accounts. Manages development and submission of high-quality, market-responsive proposals with internal stakeholders, ensuring governance compliance. Handles contract negotiations, renewals, amendments, and represents the British Council in client presentations and negotiations.

Market & customer intelligence Monitors and evaluates client feedback to identify development opportunities and respond to risks in line with corporate priorities. Participates in internal and external events, networks, and knowledge systems to share timely market and customer intelligence. Supports product development and effective commercial planning. Brand/product knowledge & promotion Maintains strong understanding of current and prospective products/services through working groups and peer networks to support business development. Identifies promotional, marketing, PR, and outreach opportunities and makes evidence-based recommendations, including ROI analysis. Applies industry standards, best practices, tools, and resources for professional key account management. Commercial planning Negotiates global contracts within agreed commercial frameworks, standards, pricing, and governance, ensuring appropriate resource commitment and investment for growth. Collaborates with senior management to develop systems for commercial data collation, analysis, forecasting, and planning. Monitors p…