About the PRI 

The PRI is the world’s leading proponent of responsible investment. It works to understand the investment implications of environmental, social and governance (ESG) factors and to support its international network of investor signatories in incorporating these factors into their investment and ownership decisions. 

The PRI’s three distinct capabilities relate to the core elements of the PRI’s approach to achieving a sustainable financial system. 

• Translate RI (Responsible Investment) thought leadership into insights and practical support that is tailored to what signatories need to progress their RI practice 

• Convene our vast network to create opportunities for collaborative action 

• Harness our global scale to influence policymakers and regulators to effect system change 

About Investor Education

Investor Education, develops and delivers education products, to support signatory progression and build responsible investment capacity across the sector, by converting PRI thought leadership into practical and applied educational content. The function has a dual mandate to disseminate knowledge, build capacity and effect change; and to deliver a diversified revenue stream to support the wide-ranging work of PRI.

The primary business within investor education is the PRI Academy (a subsidiary of the PRI), an industry-leading online B2B training provider, delivering short, applied courses designed to upskill teams and professionals across the investment sector. Over the next three-years, there are ambitious plans to build out the PRI Education Function, to include a wide variety of products and delivery methods, including potential partnerships with educational institutions and training providers.

Working in Investor Education provides an opportunity to engage with a team of highly motivated, culturally diverse professionals in a highly successful and rapidly growing social enterprise.

Job Description

• Supervising all delivery aspects, responsible for the customer journey

• Scoping and executing new delivery methods such as blended learning and new client deployment methods including, onboarding, invoicing and enrolment of clients, and the management of self-serve users and group enrolments.

• Management of non-enterprise customers, seeking opportunities to efficiently support these clients, ensuring they receive maximum value and we grow accounts

• Improving the capture of information and feedback from clients, to identify opportunities for repeat business and cross-selling/upselling and product/process improvements; ensuring the appropriate flow of information from the Client Services and Delivery team, including sales leads, user feedback, complaints and reports – escalating large or strategic sales leads

• Set and monitor KPIs for customer satisfaction and course utilisation, managing relevant organisational dashboards and providing reports to the Customer Success Manager and Business Development team

• Seek opportunities and make recommendations to streamline processes and improve the customer journey, supporting the Head of Operations and Delivery in the design, development and implementation process and system improvements

• Developing improved customer communication including how-to guides, FAQs and product information

• Managing relationships with delivery and distribution partnerships

• Working with the Business Development and Customer Success Managers to take complex order briefs and working with them to meet their specific needs or bespoke requirements

Person Specification

• Excellent networking, interpersonal, and complaint-handling skills with the ability to build strong and productive relationships in different circumstances (remote/in-person or internal/external) with a clear understanding of what drives people and how to achieve optimal outcomes.

• Good project management skills, (designing and delivering projects to tight deadlines, managing conflicting priorities and acknowledging interdependencies) and managing and collaborating with relevant stakeholders (including customers)

• Ability to develop, implement and report against operational KPIs (Key Performance Indicators)

• Ability to work with SaaS systems and CRMs (in particular Salesforce) and a good knowledge of SaaS operations.

• Outstanding analytical and critical thinking skills. Identifies trends (and risks) and solves problems in a structured and rigorous way with a view to implementing improvements.

The PRI is committed to offering flexibility to our employees, both formal (e.g. part-time work) and informal (e.g. a shift in hours to accommodate caring responsibilities). Please talk to us about how we could make this role flexible for you.

We particularly welcome candidates from under-represented groups, including Black, Asian, and other People of Colour, those with visible or non-visible disabilities, LGBTQ+ candidates and those who are neurodivergent.

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.