Engagement Planning Manager

The Engagement Planning Manager plays a pivotal role in shaping how we connect with our customers, driving innovative strategies that place the user at the heart of everything we do. This is an exciting time to join Taylor & Francis as we continue our transformation into a global knowledge marketplace, leveraging tools and data-driven insights to deliver personalised, impactful experiences.

As part of a global organisation, and working within the External Communications & Engagement team, you’ll collaborate with diverse teams and audiences, gaining valuable insights and making a tangible impact on an international scale. You’ll lead customer-first initiatives, such as developing segmentation strategies, optimising user journeys, and driving high-impact campaigns that directly shape the future of customer engagement at Taylor & Francis.

If you’re passionate about innovation, thrive in a collaborative environment, and want to contribute to a company that is redefining how knowledge is shared and accessed globally, we encourage you to apply and be part of this exciting journey.

Key Accountabilities

• Is recognised as an expert inside T&F, driving best practice engagement initiatives / plans that support core strategies
• Gathering and interpreting requirements, interrogating and using data to drive optimisation efforts
• Building segmentation strategies that enable us to better know who our customers are and understand their needs to provide a more personalised experience
• Identify opportunities to optimise user engagement and encourage next best action to drive customer goal completion in line with business goals, increasing the lifetime value of users  
• Own, prioritise, and manage the delivery of their roadmap, ensuring plans are executed in an agile way along with providing clear communication throughout
• Be responsible for articulating clear campaign success criteria and targets, report on performance and analyse results to enable and inform a continual improvement loop, proactively putting recommendations forward to senior management
• Proactively identify opportunities where automation could improve internal efficiencies and reduce manual tasks
• Support wider engagement activities that enable us to better know, understand and put the customer first (market research, customer surveys, competitor analysis etc.)
• Contribute to driving a culture of high-performance and continuous improvement
• Accountable for managing own learning, taking responsibility to identify and develop skills gaps

Skills and Behaviours Required

• Ability to gather and analyse customer and market data from multiple sources and make effective decisions based on it
• Able to effectively present information to variety of stakeholders
• Strong communication skills; works collaboratively with others to build strong partnerships, both internally and externally
• Champions the customer and puts customer experience at the heart of planning
• Manages the implementation of change through positive behaviour and attitude, contributing ideas of how to best manage and implement changes based on customer needs
• Ability to inspire others towards a common vision or goal
• Develops and implements innovative ideas that improve work processes or results, maintaining advanced knowledge of new marketing/industry trends
• Excellent project management skills
• Uses business acumen gained from learning and past experiences to improve effectiveness and working practices
• Focused on self-development

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.

Knowledge and Qualifications

The ideal candidate will have:

• A high degree of understanding of market conditions and commercial opportunities
• Expertise in customer engagement digital user engagement channels and tactics
• Experienced in email marketing, with good knowledge of the capabilities digital marketing tools offer e.g. Marketing Cloud
• Experience of planning, delivering and reporting on business strategic activities that drive organizational growth
• Knowledge of customer-first marketing and engagement principles and methodologies
• Understanding of agile ways of working
• Ability to manage own time and set own priorities
• Excellent relationship building, influencing and networking skills
• Dedication to learning and self-development

Location: 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.

The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of our offices at Milton Park, Abingdon 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.

Please note: Our Milton Park office will be relocating to Oxford city centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city.

Closing Date: Applications will close on 29th April 2026 (with a view to the successful candidate being able to start in the role in early July).

What we offer in return: 

• An excellent work/life balance with a fantastic, flexible working culture
• 25 days annual leave per year plus a day off for your birthday 
• 3 additional discretionary days off during the holiday season at the end of the year 
• 4 paid volunteering days each year 
• Company funded single cover private medical insurance  
• Employee assistance programme – offering 24/7 well-being support 
• Share Match – Plan that matches every share purchased with two free shares. 
• Pension scheme 
• Life assurance, plus optical and medical care

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 make a contribution 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 Liz Southwick. 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/ 

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.    This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information. 

To find out more about our business and the great career opportunities please go to our Careers Site: https://taylorandfrancis.com/careers/