Senior Sales Support Coordinator - CEMEA

About Us

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Our commitment to diversity, equity and inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

FT Professional

As part of the Financial Times, one of the world's most respected brands and news sources, we at FT Professional work to help our customers get more from Financial Times journalism – through additional resources, curated news, and action-oriented tools. We proudly serve over 7,700 businesses, governments, and education institutions, equipping users with specialist knowledge and tailored insights to help them make the best strategic and commercial decisions in an unpredictable global environment. FT Professional is entering a new exciting chapter in its growth journey - with an ongoing focus on developing our existing offering along with creating new stand-alone and complementary products for our customers.

The Role

The Senior Sales Support Coordinator is a key role within the FT Professional team, providing comprehensive support to the United Kingdom & Ireland and CEMEA Content Sales teams. The primary focus is on 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 FT Professional revenue targets.

Key Responsibilities

• Sales & Customer Support

• Support the Team Leader and deputise in their absence, helping ensure IRT and ART targets are met.
• Supervise case queues, Slack channels, and phone coverage; publish the weekly rota and allocate cases based on volume reports.
• Hold fortnightly QA sessions with feedback and support recruitment and training of new team members.
• Assist UK&I and CEMEA Sales teams with pre-sales activities, including lead qualification, contract processing, and invoicing.
• Manage contract amendments (print and digital), non-standard contract approvals, and liaise with Legal and Finance as needed.
• Provide phone, Slack, and email support on subscriptions, pass leads to sales, and resolve client queries on invoicing, complaints, and deliveries.

• Maintain accurate customer records in Salesforce, run regular reports, and drive improvements in data quality and internal processes.

• Coordinate with internal teams (credit control, customer care, circulation) and external partners (distributors, third-party channels) to resolve issues and ensure smooth service delivery.
• Collaborate with global Sales Support teams in New York, Tokyo, Singapore, and Hong Kong.

• Contribute to special projects and support process enhancements within the FT Professional team.

Essential Required skills and experience

• 2-3 years in a support or administration role.
• Strong analytical skills and process review improvements.
• Experience with reporting within Salesforce.
• Experience with case management and monitoring.
• Self-motivated with the ability to work on own initiative.
• Excellent communication skills, including process documentation.
• Solution-focused problem-solving.
• Customer-focused attitude.

Ideal

• Strong collaborator with the ability to work collaboratively across teams.
• Stakeholder management experience.
• Experience working as part of a project team.
• Training experience.
• Experience with process improvement initiatives.
• Experience in collaborating closely with multiple internal departments and external partners.

What’s in it for you? Our Benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.

Accessibility

We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation 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, email talent@ft.com and a member of our team will be happy to help.

Further information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.