Customer Success Specialist

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 operates globally and 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 realize their individual potential.

Our purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

About the Role: As a Customer Success Specialist at Taylor & Francis, you will play a vital role in strengthening our presence across the MENA region. You will be responsible for building strong customer relationships, delivering impactful training and support, and driving customer engagement to support ongoing and new business.

This role will be based in the UAE, covering the entire MENA region, with regular travel (approx. 30%).

Closing date: 30th October 2025.

Key Responsibilities

• Grow and strengthen the T&F MENA customer network, including librarians, authors, and academics, through proactive engagement and relationship-building.
• Engage with customers and stakeholders to ensure training, visits, and engagements align with both customer and business needs.
• Collaborate with Sales Managers and the Editorial team to design and implement an annual customer engagement and training plan.
• Support the sales team in ongoing and new business development by building strong relationships across the Library, Academic, Research, and Hospital sectors.
• Identify at-risk customers and work with Marketing to improve advocacy, utilization of T&F digital resources, maximize existing partnerships, and strengthen customer retention.
• Conduct market research, profiling, and customer analysis in collaboration with Marketing to uncover opportunities and maximize impact.
• Support Open Access initiatives and position Taylor & Francis as a leader in scholarly communications within the region.
• Represents T&F at regional conferences, library events, and other key industry gatherings.
• Track and report on customer engagement activities and KPIs (e.g., usage growth, author satisfaction scores, training frequency, engagement metrics, submission volume, advocacy levels)

• Fluent in English and Arabic (Fluency in French is highly preferable).
• Strong communication, training, and presentation skills, with the ability to transfer knowledge effectively.
• Experience of working in, or excellent knowledge of scientific research, academic publishing, libraries, or the education sector.
• A background in sales, marketing, or customer engagement would be advantageous
• Skilled in data analysis and able to build case studies from customer insights.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Willing and able to travel up to 30% of the time across the region.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at conference – you get the flexibility and support to work from home or remotely.

We ask that candidates live within a commutable distance of our Dubai office to ensure that as a balanced worker they can make it to our office location to collaborate as required.

You must have the right to live and work in UAE. This role is based in our office in Dubai and will involve quarterly visits to Taylor & Francis headquarters in the UK. Frequent travel across the MENA territory will also be required

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 recruitment@tandf.co.uk

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.

If you have a disability, or face another barrier, and would like to request an adjustment to assist your participation in the hiring process and/or in the advertised position, please contact Emma Kelly. Your request will be reviewed and considered in the strictest confidence.

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.

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