Phoebe Dartnell
Brighton,East Sussex
Summary
Accomplished professional with expertise in Customer Success and Strategic Account Management, adept at enhancing customer retention through effective relationship management and executive stakeholder engagement. Proven track record in driving international partnerships and consultative relationship building, leveraging skills in cross-functional leadership and commercial awareness. Proficient in Salesforce CRM, data analysis, and process improvement to deliver impactful business reviews and project delivery. Skilled in Microsoft 365 tools including Excel, PowerPoint, Teams, and SharePoint for KPI reporting and dashboard creation. Committed to advancing customer experience through innovative training solutions and strategic initiatives.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work history
Central Sponsorship Services Team Leader
Study Group
01.2021 - 06.2026
- Lead the strategic management of a portfolio of government, embassy and corporate customer accounts, acting as the primary relationship manager for partnerships representing approximately £19 million in annual tuition revenue.
- Own a portfolio of 75+ strategic customer accounts supporting approximately 900 sponsored students across 20+ university partnerships.
- Develop trusted long-term relationships with government ministries, embassies, universities and corporate organisations across the UK, Europe, Middle East, Africa and Asia.
- Act as the primary relationship manager for executive stakeholders, providing strategic guidance, resolving complex issues and strengthening long-term partnerships.
- Lead business review meetings, presenting performance data, identifying risks and agreeing action plans to improve customer outcomes.
- Developed recovery plans for underperforming partnerships, coordinating cross-functional teams to enhance outcomes and safeguard customer relationships.
- Created and scaled customer document service that handled over 2,000 enquiries in its first year while achieving a two-working-day SLA.
- Represent Study Group during partnership meetings across Saudi Arabia, Qatar, Kuwait, Iraq and the UK.
- Design and deliver customer and internal training, including workshops for the Kuwait Cultural Office and internal learning programmes on customer journeys and operational processes.
- Delivered product training during recruitment events in Saudi Arabia and supported promotional campaigns.
- Built specialist sponsorship function from the ground up, leading team of three plus seasonal staff and a virtual network of subject matter experts.
- Use Salesforce CRM, dashboards and reporting to identify trends, monitor account health and support strategic decision-making.
- Collaborate across Admissions, Academic, Finance, Marketing, Compliance and Commercial teams to deliver joined-up customer solutions.
Sponsor Operations Coordinator
Study Group
09.2017 - 12.2020
- Cultivated trusted relationships with government ministries, embassies, universities, and corporate sponsors to enhance collaboration.
- Supported partnership development initiatives and coordinated cross-functional projects.
- Established sponsorship function that facilitated partnerships with over 20 UK universities.
- Introduced reporting frameworks and communication improvements that enhanced the customer experience.
- Compiled reports and customer insights that informed operational and strategic decision-making.
Admissions Advisor
INTO University Partnerships
10.2015 - 08.2017
- Guided applicants through admissions journey, ensuring high levels of customer service and satisfaction.
- Collaborated with education agents and university partners to enhance recruitment strategies and improve conversion rates.
- Used Salesforce CRM to manage enquiries and maintain stakeholder relationships.
Admissions Assistant
INTO University Partnerships
Brighton, East Sussex
05.2015 - 09.2015
- · Processed international applications while maintaining high standards of customer service and data accuracy.
Education
BSc (Hons) - International Business
Birkbeck, University of London
London 09.2021 - 07.2025
Entrepreneurship & Management
Southwestern University of Finance & Economics
Chengdu 06.2023 - 07.2023
Psychology
University of Bath
09.2014 - 04.2015
A Levels -
Varndean College
09.2012 - 07.2014
Skills
Customer Success
Strategic Account Management
Customer Retention
Executive Stakeholder Management
Business Reviews
Relationship Management
Customer Experience
International Partnerships
Consultative Relationship Building
Cross-functional Leadership
Commercial Awareness
Customer Training
Salesforce CRM
Data Analysis
Process Improvement
Project Delivery
Microsoft 365
Excel
PowerPoint
Teams
SharePoint
KPI Reporting
Dashboard Creation
Career Highlights
- 11 years' experience in relationship management and international education.
- Portfolio of 75+ strategic customer accounts.
- Approximately £19 million annual portfolio.
- 900+ sponsored students supported annually.
- 20+ university partners across the UK and Europe.
- Customers spanning the Middle East, Africa, Europe and Asia.
- Built a specialist sponsorship function from inception.
- Created a customer service process handling 2,000+ enquiries with a two-working-day SLA.
Affiliations
- Modern Standard Arabic (ongoing)
- Volunteer Interview Coach – Spear Brighton
- Member, British Mensa
References
References available upon request.
Timeline
Entrepreneurship & Management
Southwestern University of Finance & Economics
06.2023 - 07.2023
BSc (Hons) - International Business
Birkbeck, University of London
09.2021 - 07.2025
Central Sponsorship Services Team Leader
Study Group
01.2021 - 06.2026
Sponsor Operations Coordinator
Study Group
09.2017 - 12.2020
Admissions Advisor
INTO University Partnerships
10.2015 - 08.2017
Admissions Assistant
INTO University Partnerships
05.2015 - 09.2015
Psychology
University of Bath
09.2014 - 04.2015
A Levels -
Varndean College
09.2012 - 07.2014