Emerald Group Publishing Limited is a leading independent publisher of global research with impact in business, society, public policy and education. With over 40 year’s experience, Emerald now publishes over 770 titles, comprising 284 journals, over 375 books and more than 120 book series as well as an extensive range of online products and services.
It is Emerald’s aim to be recognised as providing the best-in-class service to its main stakeholder groups (customers, information managers and librarians, authors, editors, reviewers and researchers) in order to retain and grow our market position and identify future market opportunities. The ideal candidate will focus on envisioning excellent service to external stakeholder groups and mobilising the organisation to deliver on our promises.
Key Areas of Responsibility
Identification of short and long-term plans to improve and develop services in the following areas:
Customer Service
Publishing Service (Editors, Authors, Reviewers)
Researcher Service
Conference Service
Customer Service
Identify and audit key customer touchpoints across the business, highlight areas of development that will leverage our position and, working with the senior management team, ensure delivery of the plans.
Publishing Service
Review current services to editors, authors and reviewers. Develop goals for each function and evaluate which services are working well and adding meaningful service value to attract new and excellent research. Develop plans for improvements to meet changing requirements from these groups and to widen our sphere of influence.
Researcher Service
Working closely with the Head of Academic Relations, review and anticipate valued services to researchers that will enable us to significantly improve our offer to our end-users and contributors. It is anticipated that these services will lead to the development of new business models.
Conference Service
Identify plan to use conferences to connect with key stakeholder groups in specified subject disciplines, develop a sustainable model to ensure return on investment.
Lead and engender a sense of enthusiasm for excellent service delivery across the business through regular presentations and communication to functional teams and the Board. Identify new commercial models for services and develop business plans for opportunities as appropriate.
Develop and grow a team of direct reports, empowering them to find creative solutions to business issues and to succeed in delivering their objectives.
Motivate and mobilise teams for ongoing developments and delivery of service plans. The teams include those for whom you have direct responsibility and others in different functional areas across the business.
Organise and facilitate focus groups with both internal and external groups to stimulate and gather ideas to deliver excellent service.
Attributes
The ideal candidate will have a clear understanding of the research and publishing processes and have the ability to identify new business opportunities through assessment of emerging service requirements. You will have the tenacity and drive to ensure plans are developed and delivered by working effectively with others and through motivating and leading your team. Excellent written and verbal communication skills are required and you will be a confident presenter and facilitator. Experience in service development and delivery within an information or higher education setting is also desirable.
35 Hours per week
Should you be interested in the above position please apply online by clicking on the link below by Thursday 7th June. If you are unable to complete the form online please contact the HR Department. Guardian Jobs - 12 months ago
