Customer Engagement Lead

Customer Engagement Lead
Department: Product & Services
Employment Type: Full Time
Location: Remote first, UK
Compensation: circa GBP 60,000
Description
As the Customer Engagement Lead, you will be responsible for developing and executing our strategy to engage and support the librarian community and our customers. You will play a key role in fostering relationships, understanding their needs, and ensuring our products and services meet their expectations. The insight gained will help shape our product and services roadmap, particularly in relation to new opportunities. This role requires a strategic thinker with excellent communication skills and a passion for community building.
Location: We perform at our best when we feel trusted and are able to choose an approach to working that suits us best, which is why we are a remote-first company. However, we also believe in face-to-face collaboration, and our UK colleagues meet once a month for team time and quarterly for company get-togethers in our Leeds office, so we ask that you be within a commutable distance that you are comfortable with in order to attend the office on those occasions.
About our Recruitment Process: We welcome applications from all individuals, irrespective of age, disability, sex, gender identity, sexual orientation, race, nationality, ethnic or national origin, religion, or belief. As we understand the value of the transferability of skills and experiences, we are not looking for the \’perfect candidate\’-we encourage everyone who is truly excited about our mission to apply.
We receive a high volume of interest in our roles and may close applications early if we reach capacity. We strongly recommend applying as soon as possible to avoid disappointment.
If you require additional time to complete your application due to accessibility needs or other circumstances, please don\’t hesitate to contact us-we\’re happy to support you.
Day to day we\’ll trust you to:

• Build and socialise a community engagement strategy to support our business goals and desire to identify and develop new product and service offers based on our market opportunities
• Develop and implement organic community engagement strategies to strengthen relationships with existing and potential customers via face-to-face and virtual methods.
• Conduct primary research with the librarian community to gather insights and understand their needs, preferences, and challenges.
• Organise and lead events, webinars, and workshops to engage the librarian community, understand key topics and challenges, and promote our products and services where relevant.
• Collaborate with internal teams, particularly our product managers, to ensure our offerings align with the needs and preferences of the librarian community.
• Monitor and analyse community feedback to identify opportunities for improvement and innovation.
• Create and manage content for community engagement, including newsletters, social media posts, and blog articles.
• Build and maintain partnerships with key stakeholders in the academic and librarian communities.
• Advocate for the needs and interests of the librarian community within the organisation.
• Lead our Library Advisory Board, a small selective group of strategically chosen individuals-shaping the strategy for our ongoing relationship and engagement with them
• Line manage user research/user experience managers who will support specific research projects, including support for product manager-driven research needs, wider business market research needs, and thought leadership.

You\’ll need to have:
Skills & Experience

• Strong analytical, strategic thinking, and problem-solving skills with the ability to translate research into actionable insights.
• Excellent communication, presentation, and interpersonal skills; highly collaborative and effective at stakeholder engagement.
• Proven ability to manage multiple projects independently with strong organizational and project management capabilities.
• Proficient in digital tools and platforms for community engagement.
• Passionate about building and nurturing communities, with experience in community engagement or research-ideally within academic publishing or library sectors.

Knowledge

• Familiarity with market and user research techniques.
• In-depth understanding of the academic publishing ecosystem and librarian community needs.

Behaviours & Attributes

• Curious, empathetic, and attentive listener with a growth mindset.
• Purpose-driven and proactive in fostering positive, lasting relationships.
• Creative thinker who embraces and supports positive change.
• Accountable, responsible, and collaborative across internal and external teams.

What\’s in it for you?
At Emerald, we value our people. Becoming a part of our team means you\’ll join a trusting and flexible environment and we\’ve been flexified so you can trust that we\’re a truly flexible workplace. All we ask is that you attend the office once a month to come together with work colleagues. You\’ll also have numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.
You\’ll receive a wide range of benefits, such as 38 days annual leave (inclusive of bank holidays, remote flexible working, a discretionary performance bonus, 6% pension contribution and various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance. You can check out a full list of our benefits here.
Roles are advertised at a benchmarked market median rate. Offers will be made within a range of the median, depending on skills and experience.
Please note – Applicants must be authorized to work in the UK without restrictions or sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Emerald Group is committed to creating an inclusive environment for all of our applicants. If you would like to request any accommodations/adjustments from application through to interview stages, please complete the relevant section within the application or contact us at and let us know.