Customer Experience Section, Infrastructure and Platforms Sector Grade - P3 Contract Duration - 2 years (maximum cumulative length of 5 years) * Duty Station : CH-Geneva Publication Date : 21-Oct-2024 Application Deadline : 15-Nov-2024, 4:59:00 PM
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.

This post is a limited-term fixed-term post.

1.Organizational Context

a. Organizational Setting

The position is located in the Customer Experience Section (CXS), 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 acts as the focal point for coordinating and supporting the digital marketing and promotional activities across the organization. The incumbent is required to plan, coordinate, manage, and execute digital marketing and promotional activities conducted by both the internal marketing and promotion teams and the external marketing agencies. The incumbent is responsible to ensure that WIPO's digital marketing and promotional campaigns are well planned and executed with high standards, and meet the expected KPIs.

c. Reporting Lines

The Digital Marketing Officer reports to 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:

a.Plan digital marketing and campaign strategies - Liaise with the IP services colleagues (e.g. PCT, MADRID, HAGUE, and more) to understand the business needs and co-develop corresponding digital marketing strategies and campaigns to advance their objectives.

b.Execute and coordinate the execution of the digital marketing and campaign strategies - Develop the implementation plan and establish a planning calendar for the agreed activities with the colleagues and/or the digital marketing agencies. Oversee the implementation to ensure milestones, deadlines, and KPIs are met. Develop marketing automation, when possible, to support digital marketing operations. Leverage all WIPO channels and third-party outlets, where available, to support the success of the campaigns.

c.Manage the digital marketing-related activities as required - including, but not limited to, publishing digital marketing content online, monitoring digital traffic/ social media/Google Analytics, optimizing paid advertising campaigns, producing reports on the growth and analytics of campaigns to stakeholders and monitoring marketing project status and budget.

d.Implement the leads management practices - Ensure the common leads management practices are followed, with the digital marketing campaigns executed. Ensure the personal data privacy framework for collecting and using personal data is followed.

e.Provide advice for user-centric marketing content and campaign - Conduct market research to develop a deep understanding of the selected audience in the target market. Ensure WIPO's campaigns appeal to the target audience by serving the marketing content and campaigns that consider their past feedback and the market's current interests. Provide advice on the use of storytelling techniques and real-life examples to meet the marketing/campaign objectives. Provide oversight to messaging and production for agreed deliverables. Write or edit copy as needed for agreed deliverables. Guide the selection of images or other visual assets to accompany written text. Oversee video production as needed, including editing scripts.

f.Stay abreast of Marketing Technologies (MarTech) - proactively and strategically acquire new knowledge in marketing technologies and tools. Take case examples from the global/local brands and make suggestions for applying them to the context of WIPO's marketing and communication. Define a strategy for experimenting with and evaluating the new marketing technologies in the WIPO context.

g.Collaborate with various WIPO units and external entities to identify marketing opportunities that could support the organization's direction and goals.

h.Perform other related tasks as required.

3.Requirements

Education (Essential)

First-level university degree in marketing, communications, journalism, public relations, or other relevant fields.

Education (Desirable)

Formal training with certifications from acknowledged institutions in one or more of the following - digital and social media marketing and communication strategies, tactics, and technologies; campaign A/B testing, campaign analysis, and reporting; brand development and engagement strategies and tactics.

Experience (Essential)

A minimum of six years of professional experience in marketing and communication, preferably with B2B and/or B2C companies, inter-governmental agencies, or digital media agencies with regional/global coverage.

At least four years of digital/social media marketing and communication experience, liaising (including in a remote setting) with internal stakeholders and external digital marketing agencies to deliver effective KPI-oriented digital marketing campaigns.

Substantial experience with digital marketing campaigns, digital and social media marketing best practices, distribution platforms, and tools.

Experience in brand strategy and development on digital platforms.

Experience in project coordination.

Experience (Desirable)

Experience in customer-centric/customer experience/user experience practices, techniques, and tools (e.g. design thinking, user empathy research, user testing, lean UX, etc.).

Experience managing complex projects involving stakeholders from different backgrounds and cultures.

Language (Essential)

Excellent knowledge of written and spoken communication in English.

Language (Desirable)

Knowledge of Asian country languages (e.g. Chinese, Japanese, Korean, Thai, etc.).

Job Related Competencies (Essential)

Demonstrate strong customer service orientation. Positive attitude and strong teamwork orientation.

Comfortable taking a leadership role when necessary to move projects forward.

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

Excellent communication, presentation, and 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.

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 October 2024 rate of 95.3%

P3

Annual salary

$64,121

Post adjustment

$61,107

Total Salary

$125,228

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 fixed-term appointment of two years, renewable subject to satisfactory performance and other applicable conditions. The selected candidate’s appointment will be subject to an overall term of five years in this position, with normally no possibility of renewal beyond that term. S/he may, however, apply and be considered for other positions at WIPO.

This is not applicable to WIPO staff members on fixed-term, continuing or permanent appointments, who were recruited following a competition under Staff Regulation 4.10 (“Appointment Boards”).

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.

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

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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.