Customer Success Specialist

Informa Group Plc.; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading publishing and communication company in Dubai seeks a Customer Success Specialist to build relationships and drive engagement in the MENA region. The ideal candidate is fluent in English and Arabic and possesses excellent communication skills. This role involves regular travel, significant customer interaction, and collaboration with sales and marketing teams.

Qualifications

• Experience in scientific research, academic publishing, or education.
• Background in sales, marketing, or customer engagement is advantageous.
• Willing to travel up to 30% of the time.

Responsibilities

• Grow and strengthen the customer network across MENA.
• Engage with customers to ensure alignment with needs.
• Collaborate to design an annual customer engagement plan.
• Support sales in new business development.
• Conduct market research and customer analysis.

Skills

Fluent in English

Fluent in Arabic

Strong communication skills

Data analysis skills

Training and presentation skills

Tools

Microsoft Office

Job description

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, maximise existing partnerships and strengthen customer retention.
• Conduct market research profiling and customer analysis in collaboration with Marketing to uncover opportunities and maximise impact.
• Support Open Access initiatives and position Taylor & Francis as a leader in scholarly communications within the region.
• Represent 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).

Qualifications

• 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 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.

Additional Information

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 at conferences 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 the 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 is proud to be an Equal Opportunity Employer. We believe in and value the 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 factors.

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 strict confidence.