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Head

Geneva

  • Organization: WIPO - World Intellectual Property Organization
  • Location: Geneva
  • Grade: Senior level - P-5, International Professional - Internationally recruited position
  • Occupational Groups:
    • Managerial positions
  • Closing Date: Closed

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE\:  please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.

 

1.      Organizational Context

 

  1. Organizational Setting

The post is located in the Customer Experience Section, Infrastructure and Platforms Sector.  The Section is responsible for marketing and customer service activities with a view to coordinating the strategy, planning and execution of the Organization’s overall customer experience strategy in close collaboration with other areas of the Organization.

  1. Purpose Statement

The incumbent is responsible for leading the development and execution of the Organization’s overall customer experience strategy. The incumbent will collaborate and coordinate closely with other parts of the Organization to deliver a seamless customer experience across all stages and touchpoints of various customer segments of the Organization. The use of digital tools and technology will be central to the delivery of results, and the incumbent is also expected to use design thinking and other methods to drive service delivery from a customer-centric point of view. In addition, the incumbent will coordinate the Organization’s marketing strategy across different customer segments, as well as direct the work of the Customer Experience Section staff.

  1. Reporting Lines

The incumbent works under the supervision of the Assistant Director General.

  1. Work Relations

The incumbent collaborates with business units across the Organization to ensure customer-centricity in the delivery of services as well as in any areas where there are customer touchpoints, in accordance with the overall customer experience strategy and to coordinate marketing strategies across the Organization.

 

2.      Duties and Responsibilities

 

The incumbent will perform the following principal duties\:

a.   Create, manage and execute the customer experience strategy of the Organization.  Drive innovative approaches and outline the roadmap that would deepen customer understanding, respond to changing customer expectations, establish customer service standards and capitalize on new opportunities while shaping the marketing strategy, including digital marketing strategy, in order to deliver best-in-class customer experiences.

b.   Coordinate marketing strategies across the Organization, including sensing changes in customer expectations, as well as other developments that have an impact on our provision of IP services, so as to ensure WIPO’s leadership position in the provision of Global IP Protection Services.

c.   Ensure that the Customer Experience Section team works in collaboration with other relevant business functions, and help them deliver customer service standards in accordance with the overall customer experience strategy.  Provide leadership and expertise within the relevant Organizational structures and processes e.g. the Customer Board, to ensure that customer experiences within the Organization are consistent, optimized and aligned with the Organization’s strategic objectives.

d.   Develop and help to execute an Organization-wide strategy to use digital tools (e.g. CRM software to centralize all customer facing information) to enhance customer experience. Leverage existing and additional relevant technologies including data for reporting and analytics across customer service and other customer facing functions/ channels.

e.   Oversee the collection of feedback from customer facing teams to derive meaningful insights for improvements.  Identify potential areas for improvement and their respective solutions to deliver best-in-class customer experience.

f.    Support the design of new products or services or addressing complex customer experience related problems through the use of design thinking or other methodologies that take into consideration the end user perspective and experience.

g.   Formulate and implement the work plan and manage the budget of the Section.  Evaluate overall Section activities, initiatives and performance to measure impact and alignment with Organizational strategy and compliance with WIPO standards of accuracy, transparency and accountability.

h.   Exercise sound asset management and allocation.  Deploy and allocate resources into value-added activities and initiatives, and away from areas without comparative advantage, in accordance with Organization’s goals including results-based management principles and framework as well as key performance indicators.  Ensure that key risks are identified, assessed and managed for the provision of high quality, effective and timely work products and services.

i.    Represent WIPO at key global events and internal and external meetings relating to Customer Experience and Marketing.

j.    Perform other related duties, as required.

 

3.      Requirements

 

Education (Essential)

Advanced university degree in customer experience, marketing, communications, management and administration, international relations, science-based and literary / arts based disciplines or related field. A first level university degree with two years of relevant experience in addition to the experience below may be accepted in lieu of an  advanced university degree.

Experience (Essential)

At least 10 years of leading or managing (at a senior level)  customer experience/marketing functions in an organization involving a significant number of people with diverse and varied interests and backgrounds; including at a national administration, a private sector company, a marketing or communication agency or in an international organization.

Experience in driving customer experience through the use of various tools in the customer technology stack.

Experience in using design thinking and other methodologies for bringing customers into product development and transformation of customer experience.

Experience in marketing and marketing related communications strategies.

Experience in managing a team. Experience of managing change.

Language (Essential)

Excellent knowledge of written and spoken English.

Language (Desirable)

Knowledge of other UN official language(s).

Job Related Competencies (Essential)

Ability to effectively manage financial resources in accordance with applicable financial and administrative rules, regulations and procedures.

Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.

Excellent problem-solving and analytical skills.

Experience in a multidisciplinary and multicultural work environment, demonstrated innovative strategic thinking and proven communications skills.

Strong leadership and political skills, proven management skills and demonstrated ability to motivate and manage a multidisciplinary team and to advise and coach other managers.

Competent user of Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and ability to adjust to new technology tools. Good understanding of digital technologies and their impact on customer journeys (Mobile, Apps, machine learning, automation, etc.).

Business knowledge of different tools in the Customer Technology Stack in relation to capturing the voice of the customer; mapping the customer journey; journey analytics; journey orchestration.

 

4.      Organizational Competencies

 

  1. Communicating effectively.
  2. Showing team spirit.
  3. Demonstrating integrity.
  4. Valuing diversity.
  5. Producing results.
  6. Showing service orientation.
  7. Seeing the big picture.
  8. Seeking change and innovation.
  9. Developing yourself and others.

 

5.      Information

 

Mobility\:  WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization.  Accordingly, the selected candidate may be required to move from time to time to new functions and/or to another duty station.

 

Annual salary\:

Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment.  Please note that this estimate is for information only.  The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice.  The figures quoted below are based on the July 2021 rate of 83.6%

 

P5

 

 

Annual salary

      $89,837

 

Post adjustment

      $75,104

 

Total Salary

      $164,941

 

Currency USD

 

 

         

Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations.

Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

Additional Information

 

Initial period of two years, renewable, subject to satisfactory performance.  No fixed-term appointment or any extension hereof shall carry with it any expectancy of, nor imply any right to, (further) extensions or conversion to a permanent appointment.

This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.

Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.

The Organization reserves the right to make an appointment at a grade lower than that advertised.

___________________________________________________________________

By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.

In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s)/diploma(s)/certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link\: http\://www.whed.net/. Some professional certificates may not appear in the WHED and these will be reviewed individually.

Additional testing/interviewing may be used as a form of screening.  Initial appointment is subject to satisfactory professional references.

Additional background checks may be required.

This vacancy is now closed.
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