Customer Experience

Job Description

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.

Qualifications

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:

Experience collaborating in academic or research-intensive settings. 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.

Additional Information

Please Note: The official title for this position within our organization will be 'Manager – Business Liaison', which aligns with other similar positions globally.

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 .​

Applications are shortlisted on a rolling basis and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.

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