JOB DESCRIPTION

a. Organizational Setting

The position is located in the Customer Experience Section (CES) of the Customer Experience, Marketing and Digital Engagement Division, in the 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.

b. Purpose Statement

The incumbent is to strategically lead, plan, and execute complex Customer Relationship Management (CRM) and CRM-related initiatives from inception to successful delivery, ensuring alignment with organizational goals and maximizing business value. This role demands expert project management, exceptional stakeholder engagement, and a well-rounded understanding of the CRM ecosystem to drive efficiency, enhance customer relationships, bring in businesses, and deliver measurable improvements across the Organization.

c. Reporting Lines

The incumbent works under the supervision of the Head of the Customer Experience Section.

d. Work Relations

The incumbent will work closely with various stakeholders, both inside WIPO and external organizations.

2. Duties and Responsibilities

The incumbent will perform the following principal duties in the context of the CRM implementation project:

a. Oversee the definition, documentation, and successful completion of all phases of the CRM project. Identify, analyze, plan, and design project objectives, approach, and scope based on business needs; manage the implementation, documentation, and realization of benefits of the CRM project.

b. Manage realistic project schedules; monitor project milestones, and key performance indicators; identify and resolve potential issues; track actual versus projected expenses, analyze variances, and forecast expenditures; propose project risk remediation to project boards for review and decision-making; develop dashboards and other monitoring tools to track and effectively communicate to senior management the implementation progress.

c. Ensure that the Organization’s project management principles, policies, and programs are followed and that controls are put in place regarding managing information and access to data.

d. Collaborate with all project stakeholders, taking into consideration their views and addressing issues; ensure that project deliverables are aligned with expectations and business needs.

e. Ensure the project is using best practices and keep abreast of technology developments in the specific area of the project.

f. Lead and supervise the project team, consisting of internal project team members and external service providers; empower and motivate the team and encourage a sustainable pace with high levels of quality; monitor and evaluate team performance against plans.

g. Estimate costs, timescales, and resource requirements for the successful delivery of the project to the agreed terms of reference; monitor costs, timescales, and resources used, and take action where these deviate from agreed tolerances; maintain required financial records, using appropriate tools, for compliance and audit.

h. Ensure the elaboration of documents for tendering exercises, evaluate responses, and coordinate the selection of service providers and vendors. Organize requirements into appropriate categories, clarify specifications of products and services to be procured. Act as the liaison between the Organization and suppliers, owning the relationship regarding the contracts on behalf of the Organization, enabling all communications to take place effectively and efficiently.

i. Substantively contribute to the preparation of WIPO Program of Work and Budget and Performance Reports, with an emphasis on data validation and analysis related to the project activities. Ensure that the project is formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured and documented; produce appropriate documentation to support this process.

j. Perform other related duties as required.

3. Requirements

Education (Essential)

Advanced university degree in Management, Information Technology, Human Sciences, or a related field. A first-level university degree plus two years of relevant experience, in addition to the experience requested below, may be acceptable in lieu of an advanced university degree.

Certification in project management, e.g., PRINCE2, PMP, Managing Successful Programs, or Agile.

Education (Desirable)

Certification in Microsoft Dynamics 365 CRM.

Experience (Essential)

At least seven years of relevant professional experience, including managing medium to large implementations of CRM solutions, following industry-standard program and project management methodologies, tools, and program and project planning and control techniques, including budget control.

Experience in Business Analysis processes and methodologies.

Experience in CRM data modelling and system integration.

Experience in managing teams of business analysts and developers.

Experience (Desirable)

Experience in Microsoft Dynamics CRM implementation.

Experience in an international environment.

Experience in international intellectual property registration systems.

Language (Essential)

Excellent knowledge of written and spoken English.

Language (Desirable)

Knowledge of other UN languages (Arabic, Chinese, French, Russian, or Spanish).

Job Related Competencies (Essential)

Demonstrate strong customer orientation, positive attitude, and strong teamwork orientation.

Excellent project management skills.

Strong business analysis skills, especially in relation to customer relationship management.

Strong skills and competency in the area of information technology, including data modeling and system integration.

Willingness to learn and try new ways of working on things that matter.

Ability to foresee and evaluate the impact of action on dependencies and take appropriate action.

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

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.