Manager - Business Liaison

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.

The ideal candidate will have:

• Proven experience of 3-5 years in customer engagement or customer experiences roles, preferably in academic publishing or Open Access services.
• Deep understanding of academic research publishing in Open Access landscape, including funder policies, transformative agreements, and institutional needs.
• Exceptional communication and relationship management skills.
• Ability to comprehend a research article (specifically the multiple research publishing formats offered by Taylor and Francis Open Access 
• Knowledge of Open Access Publishing and latest trends and Key OA publishing service providers and their models
• Experience of account management or building effective working relationships with third parties
• Experience of facilitation and conflict resolution.
• Project management skills
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Demonstrated ability to lead cross-functional teams and manage complex projects.
• Proficiency with CRM tools, customer journey mapping, and other engagement technologies.

Desirable:

• Familiarity with Taylor & Francis's publishing processes and products.
• Experience in public speaking or advocacy for Open Access initiatives.
• Advanced degree in publishing, business, or a related field.

Location:  

• You must have the right to live and work in New Delhi, India.
• The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our New Delhi office to ensure that as a balanced worker they can make it to our office locations to collaborate as required. There is an expectation for a minimum of 3 days per week in-person time.​

​Closing date for applications: 14th March 2025

Taylor & Francis Group an Informa Business

We want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else – please ask us, we are happy to be flexible Please contact tandfhrdelhi@informa.com 

Being Yourself at Taylor & Francis

If you're excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don't fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and contribute regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit-based factor.

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers

Or better yet check out our LinkedIn 'Life' Page, highlighting our accomplishments, employees, and company culture. It's also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F.

To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/