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Customer Engagement Executive – STM Publisher


£Competitive + Bonus + Benefits

A leading non-profit STM association publisher of OA journals, books and digital resources is looking to recruit a Customer Engagement Executive responsible for ensuring customers, including the subscribers to journals, are properly managed, kept engaged, and enjoy best-in-class customer service by devising and delivering targeted campaigns.

Industry  Open Access Scholarly Publishing STEM


Duration  Permanent

Type  Full Time

Start Date  ASAP


Reporting into the Head of Sales and Marketing the main goals for the Customer Engagement Executive will include:

  • Becoming primary owner of Customer Database, enabling more effective customer services and improved satisfaction scores
  • Supporting the Sales & Marketing team to achieve high usage, strong uptake of publications, and maximise subscription renewals
  • Undertaking ad hoc projects as the Head of Sales & Marketing directs
  • Being an ambassador with external stakeholders including Association staff, Editors, authors, librarians, peers in other publishers and suppliers.

Key responsibilities will include:

  • Taking ownership of particular Marketing campaigns across multiple channels
  • Curating the database and maintaining data integrity
  • Utilising analytics to understand the efficacy of campaigns and propose improvements
  • Maintaining up-to-date information on websites and the organisation’s blog
  • Guiding and develop more junior members of the marketing team as appropriate
  • Promoting book and ebook sales to new and existing audiences
  • Ensuring customer records are maintained accurately within in-house database
  • Liaising with finance department to ensure subscribers and other customers are billed efficiently and accurately
  • Updating metadata and sharing it with agents, librarians and sales platforms.

The successful candidate will ideally come from a scholarly journal and book publishing background with knowledge of Open Access. Significant experience in Marketing techniques, systems and technologies especially related to customer database management and best practice CRM is required. Experience using Analytics to accurately measure and understand results of activities is desired. It will also be important for candidates to be happy working in a small team, interested in adding value across the wider business.

You will be rewarded with a competitive salary, bonus, and benefits.

To apply for this position, click on the Apply Now button below or send your CV to quoting the reference TP 625. For an initial, confidential discussion please call on +44(0)1223632510.

Early applications are preferred.

Referral Scheme – Telfer Partners offer a referral reward if we fill this vacancy with someone you recommend. You can send contact details of anyone you would like to recommend to


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