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Role Overview: We are seeking a highly motivated and experienced Customer Services Manager to lead our efforts in delivering outstanding customer service and success across EMEA markets. This critical role involves supporting the entire customer life cycle from discovery to post-sales support. The ideal candidate will excel in operational planning, stakeholder management, and overseeing outsourced activities with BPOs. This role also includes managing approximately 30 Contingent workers.

Key Responsibilities:

Customer Lifecycle Management: Provide comprehensive customer support from discovery to post-sales across EMEA markets.

Stakeholder Management: Build and maintain strong relationships with key stakeholders across Sales, Supply Chain, Accounts Receivables, and Product teams.

Operational Planning: Collaborate with Sales to define requirements such as buying behavior, contact types, sales forecasts, and contact volumes. Partner with BPOs to develop operational plans that balance quality, budgetary goals, and business risk.

Team Leadership: Manage approximately 30 FTE (Contingent workers), providing leadership and direction.

Order Management: Lead key order management processes during BTS (Back to School) periods to ensure seamless Order-to-Cash (OTC) delivery.

Customer Experience: Ensure a professional and consistent customer experience is delivered on behalf of Pearson.

Qualifications:

• Proven experience in a senior customer success or customer service management role, preferably within the education or related sector.

• Strong stakeholder management skills with the ability to collaborate across multiple teams.

• Excellent operational planning skills, with experience working with Sales and BPOs.

• Ability to deliver a high-quality and consistent customer experience.

• Strong organizational and problem-solving skills.

• Exceptional communication and interpersonal skills.

• Experience managing a significant revenue stream and large teams.

Why Join Us?

• Be a part of a dynamic and fast-moving team dedicated to supporting teaching and learning.

• Play a critical role in delivering excellence in customer service and success across EMEA markets.

• Collaborate with a wide range of stakeholders and influence operational strategies.

• Lead a team and oversee significant outsourced activities with leading BPOs.

• Enjoy a competitive salary and benefits package.

Application Process: Interested candidates are invited to submit their resume detailing their relevant experience and why they are a great fit for this role. Pearson is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us in making a difference in education!

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 16471

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