Job Description

This support role is responsible for providing analysis, reporting, customer service, contract and licensing activities and marketing administration within the Sales & Marketing Department. The post holder will be the first point of contact for many of the Company's customers and will be responsible for generating invoices, liaising with colleagues across departments, assisting with the sales process and managing the Company's customer data integrity.
As part of the busy Sales & Marketing Department, the post holder's duties interconnect with others in the sales, accounts and marketing teams, requiring the post holder to be a team-player, confident in their own ability and able to meet challenging deadlines during busy periods. Accuracy is essential.
Five days per week (Mon-Fri) Hybrid working available
Key responsibilities include:
Reporting

• Competitor and industry research
• Usage reporting and analysis, using different systems, including, but not limited to: Google Analytics, PowerBI, Dimensions, Impact Vizor

Co-ordination of contracts and licences

• Assist with customer invoicing, licensing and quotation administration
• Assist with co-ordination of orders and invoices for subscription and sales agents

First line of contact

• An ability to manage the needs and expectations of customers with tact and diplomacy so that you can respond or direct to the correct sales or other contact.
• Deal with external agent queries

Customer services and general administration

• Work with the Sales team on new customer proposals
• Exceptional organisational skills and the ability to co-ordinate multiple activities successfully, to deliver to tight deadlines
• Work with all sales related systems ensuring effective sales operations
• Manage the renewal process for both subscriptions and Read & Publish agreements
• Register payments against customer accounts as required

Sales Support

• Collate and analyse information for sales quotes and licences to customers
• Support discovery and research of sales models as required
• Back-up support for the on-boarding process for new customers/sales agreements
• Back up support for administration generated by new sales agreements, including maintenance of customer profiles via CRM system, subscription system, and customer access systems.
• Assist with the invoicing process for new sales agreements and renewals
• Analyse and present sales data to assist with financial strategies

Marketing

• Liaise with sales and marketing colleagues to prioritise and prepare email campaigns targeted at subscribers, authors and prospects
• Use current sales information to target campaigns to specific regions/ countries
• Initiate email campaigns using Mailchimp or CRM system
• Report on campaign results
• Prepare quarterly reports on website traffic and trends using Google Analytics
• Support the marketing team with activities through other channels as needed

eTOC management

• Place banner ads in our eTOCs (electronic table of content)
• Keep an overview of past, current and future bookings - this includes house ads, sold ads and barter deals
• Update monthly Editors' Choice articles on selected eTOCS
• Track and report on eTOC sign-up numbers
• Manage the alerts inbox, processing unsubscribe requests and alert-related questions

Library liaison

• Monitor customer registrations on relevant sales process systems

Other

• Permissions - Manage the permission process
• Manage reporting as required.
• General administration support including email and data cleansing

General

• Carry out any other duties and projects which the job holder may occasionally be asked to undertake which is within their capabilities and levels of competence.
• Attend relevant meetings/conferences as required.

Qualifications/ experience

• Experience in a publishing environment would be an advantage
• Experienced in developing reports and supporting sales processes
• Demonstrating good customer care
• Knowledge of contracts and licences an advantage
• GCSE maths and English or equivalent
• Excellent Microsoft Excel and Word, PowerPoint skills

Personal Attributes

• High level of accuracy, including excellent numeracy skills and attention to detail
• Ability to prioritise workload
• Proactive and flexible approach to work
• Proven ability to work well in a team
• Professional, discrete, trustworthy and reliable
• Excellent communication and customer service skills, both written and verbal
• Proactive approach with strong analysis and problem solving skills
• Strong organisational skills and ability to work under pressure, prioritise and to meet deadlines