Journals, News

Subscriptions Management Executive: Job Description and Further Details

 Contents:

  1. About LUP
  2. Job Description
  3. Person Specification
  4. To Apply

 

  1. About LUP

Liverpool University Press (LUP) is a wholly owned subsidiary of the University of Liverpool, and was founded in 1899. The Press has recently expanded rapidly, and now publishes 33 scholarly journals, around 100 new books per annum and a number of digital products across the arts and humanities.  LUP currently employs eighteen full time and one part time staff.

The new role of Subscriptions Management Executive reflects our growing journals portfolio and expanding digital sales, and ambitious plan to take our journals subscriptions and fulfilment in house.  Reporting to the Press’s Head of Journals the role will involve subscriptions data processing and reporting, handling payments and customer service. The job is based in Liverpool on the University of Liverpool campus, with excellent benefits including 30 days holidays (plus bank holidays) and a superb pension scheme.

 

  1. Job Description

The Subscriptions Management Executive will undertake the following duties under guidance from the Head of Journals:

  • Maintain computer system with accurate and up to date records for all publications, including prices
  • Receive and process orders for publications from customers by telephone, post, FTP and email
  • Create and hold records for each customer to allow invoicing, including all invoicing and payment details
  • Process invoices for print and electronic products and subscriptions, manage renewals and reminders
  • Process payments
  • Provide reports
  • Handle claims and customer complaints
  • Provide labels to printer for despatch of print products and submit electronic data to online host to enable access

 

Customer services

Process routine orders

Receive subscription orders via FTP or other electronic means

Processing of telephone orders

Processing customer queries and claims

Credit control (matching cash to invoice, or obtaining missing information)

Payment queries

Handle cancellations and refunds

Liaise with Subscription Agents

Manage database recording address changes

Despatch catch-up copies for new orders, of missing/incomplete orders

 

Renewals and reminder management

Prepare and despatch the subscription renewal invoices and reminders to timetable

Distribute renewal details to Subscription Agents

Direct subscribers and individual subscribers

 

Invoicing

Invoice customers with list price and discount

Prepare and despatch invoices

Invoice in US Dollars, UK Pounds Sterling or Euro

 

Electronic Subscriptions

Add and maintain customer IP addresses and email addresses

 

Feeds to Content Host

Provide email feed/FTP files of specified customer data for past and current subscriptions to enable Content Host to administer IP controlled or username/password access to electronic content

 

Reporting

Provide sales, Marketing, Financial reports when necessary

Subscriptions (general), New Subscriptions, Non-renewed Subscriptions, Comparative Subscription Sales, Subscription Sales by Campaign Code.

 

Marketing Lists

Updating and maintenance of marketing list

 

  1. Person specification

The successful candidate will have:

  • Customer support experience or experience as a client service representative
  • Familiarity with CRM systems and practices
  • Have experience of data inputting to a high standard of accuracy
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Attention to detail
  • Strong phone contact handling skills and active listening

 

  1. To apply

Please email a CV and covering letter detailing how you are suited to the role, together with the names of two referees (who will be contacted only in the event of a successful application), to Clare Hooper, Head of Journals, clare.hooper@liv.ac.uk.

Closing date for applications: 28th February

Interview date: 7th March

 

Liverpool University Press is an open and inclusive workplace.  We welcome and respect all backgrounds, genders, ethnicities, sexualities, ages and lifestyle choices.