Customer Experience & Engagement Lead ID-502

This role will play a pivotal role in shaping and driving the customer journey within Taylor & Francis's Open Access (OA) portfolio (Open Access, Hybrid Open Select, F1000, OA Books & OA Conference Proceedings etc). This role involves ensuring seamless engagement with authors, institutions, societies and funders while enhancing satisfaction and advocacy through data-driven strategies, innovative services, and a customer-first approach across South Asia & Sub-Saharan Africa. Also supporting Business team in closing existing pipeline and garnering new prospects from Academic Institutions, Corporate funders, medical societies, and Research organizations. The role requires understanding of research publishing with sound knowledge of ethic in research writing to ensure effective delivery of service in line with requirements, contractual agreements, and industry standards. The role holder is required to innovate ways to engage prospective clients through backdrop research to garner facts about their research output, objectives and challenges they face to meet them. Key Responsibilities: Customer Engagement & Experience Strategy * Develop and execute a comprehensive customer engagement and experience strategy tailored to Taylor & Francis's Open Access portfolio. * Collaborate with internal teams to map the customer journey, identifying pain points and opportunities for improvement. * Design and implement programs to onboard, educate, and support authors and institutional partners throughout the OA publishing process. Stakeholder Collaboration * Act as the primary liaison between authors, funders, and institutions to ensure alignment with their Open Access needs. * Partner with sales, marketing, editorial, and technology teams to integrate customer feedback into service enhancements. * Presenting OA publishing models during webinars and one-one discussions with prospects. * Collaborate with internal & external partners and organizations to drive Open Access advocacy and awareness. Process Optimization & Service Excellence * Enhance operational workflows to improve the efficiency of Open Access services, including manuscript submission, funding workflows, and publication processes. * Working on internal and external data applications like Dimensions, Power BI, WOS, Scopus, Wisdom AI to analyzes, organize data in presentable format, creating an effective business pitch to prospects. * Lead the development of tools and resources that empower authors and institutional partners, such as OA funding guides, submission tutorials, and FAQ resources. Data Analysis & Reporting * Analyze customer feedback and satisfaction metrics to identify trends and inform strategic decisions. * Develop and deliver regular reports on customer engagement and satisfaction, highlighting key achievements and areas for improvement. Leadership & Team Development * Manage a geographically diversified and high-performing team of data analytics and business liaison executive focused on customer engagement and experience within the Open Access division. * Foster a culture of innovation, collaboration, and continuous improvement across the team.

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realise their individual potential.