Engagement Planning Manager in Abingdon

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.

• 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 the 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.

• 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 a 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.

• 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 organisational 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 is 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).

• 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.
• Life assurance, plus optical and medical care.

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, your request will be reviewed and considered in the strictest confidence.