Associate Director, Global Sales Support

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 is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we’ve been doing this in an unbroken arc since 1798.

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.

Taylor & Francis is seeking an experienced operations leader to take ownership of global sales support services across all regions. As Associate Director, Global Sales Support, you will be accountable for building a consistent, efficient, and well-controlled quote-to-invoice process, driving data accuracy across regional commercial records, and preparing our support function for readiness under the new Unified Commercial (UC) model. You will lead the four Regional Sales Operations Managers and, through them, the regional support teams who keep our commercial engine running smoothly every day.

This is a pivotal leadership role sitting within Commercial Strategy & Operations, working as a peer to the Global Sales Operations Lead and the Global Systems & Data Lead to ensure our sales support infrastructure scales with the business.

• Lead and develop the four Regional Sales Support Managers, setting shared objectives, capacity priorities, performance standards, and development plans.
• Define service levels and establish a regular operating cadence covering backlog management, turnaround times, quality, escalations, and process adherence.
• Harmonize processes globally while accommodating documented local requirements, and scale best practices across regions.
• Manage cross-regional escalations and provide strong support to Sales and Inside Sales teams, without assuming ownership of the Inside Sales function itself.

• Own the sales-support operating process from quote preparation and approval through to accurate order and invoicing handoffs, working closely with Finance and order-management owners to agree clear boundaries.
• Ensure commercial terms, customer details, and approved pricing/discount conditions are captured correctly, applying rules set by the Global Pricing Director and escalating exceptions as needed.
• Reduce rework and errors at transaction handoffs by defining clear controls, ownership, and resolution paths for common issues.
• Translate changes arising from the UC model into standardized workflows, training needs, and operational acceptance criteria.

• Own the timeliness, completeness, and accuracy of information entered by regional teams into account, opportunity, and other commercial records.
• Implement front-line validation, exception handling, and remediation routines, aligned with…