Customer Relationship Manager

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https://nato.taleo.net/careersection/2/jobsearch.ftl

 

 

 

 

 

Customer Relationship Manager

 

Job Number: 150355 - 

Belgium-Brussels

 

Application Deadline: 21-Sep-2015, 11:59:00 PM  

 

Customer Relationship Manager-150355

 

Primary Location  Belgium-Brussels

 

Organizational Element  DEMAND MANAGEMENT

Schedule  Full-time

 

Salary (Pay Basis)  : 6,153.80Euro (EUR) Monthly

Grade A.3

 

 

Description

:  

Do you have experience of working in customer facing positions to building collaborative relationships? Do you have experience of developing and executing Customer Engagement plans? Do you have experience of Customer Satisfaction Management?

If the answer is yes, this post is ideal for you

The NCI Agency is currently seeking a Customer Relationship Manager to work within our Demand Management Directorate based in Brussels, Belgium. As the Customer Relationship Manager you will be working in a customer facing post to support the Principal Customer Relationship Manager, and Chief Strategic Partnership and Customer Relationship Management. You will be developing business intelligence to support customer engagement; dealing with comments and complaints; managing Customer Satisfaction and identifying and developing new opportunities for the Agency.

Role Responsibilities

This is a position within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization (NATO);

The NCIA has been established with a view to meeting to the best advantage the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defence functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchange.

As the Customer Relationship Manager and under the direction and guidance of the Principal Customer Relationship Manager, you will perform duties such as the following:

• Support the implementation of an Agency Customer Relationship Strategy and ensure a coordinated Agency-wide approach to Customer Relationship Management;
• Provide products to support the Principal Customer Relationship Manager´s advice to Chief Strategic Partnership and Customer Relationship Management on Customer Relationship Management including identification and development of new opportunities for the Agency;;
• Build and maintain relationships with Customer Relations specialists both within and without the Agency;
• Support Demand Management Staff in developing and managing relationships with customers, nations, sponsors and stakeholders to include developing and managing partnerships across the Demand Management Accounts;
• Provide products to support the Principal Customer Relationship Manager´s advice to Chief Strategic Partnership and Customer Relationship Management with identifying and developing new opportunities for the Agency;
• Support the activities to establish, control and manage the Agency-wide processes for the Customer Engagement and Customer Satisfaction Management, including development/enhancement of NCI Agency directives, Process Description Execution Document (PDED) and supporting Standard Operating Procedures (SOP). This will include but not limited to:
  • Identification and management of the process interfaces, input and outputs,
  • Identification and implementation of process enablers,
  • Identification and implementation of Key Performance Indicators (KPIs) for process performance measurements.
• Maintain an adequate level of communications with customers within their designated portfolios of NATO bodies, national and/or multinational organisations;
• Measure, Monitor and Report Customer Satisfaction;
• Ensure Customer comments, complaints and compliments are appropriately handled throughout the Agency and coordinate any complaints escalated to Demand Management;
• Responsible for the production and maintenance of:
• The NCI Agency Customer Engagement Plan.
• The NCI Agency Customer Relationship Management Toolset.
• The NCI Agency Customer Satisfaction Programme.
• Deputise for Principal Customer Relationship Manager, when required;
• Performs other duties as may be required.

The Customer Relationship Manager may be required to travel for business purposes to NATO, national (NATO and non-NATO) and some Operational facilities (Both Inside and Outside of NATO boundaries). As well as this frequent travel between the NCIA offices may also be required.


Person Specification


Qualifications Required
 

It is essential that the Customer Relationship Manager holds a minimum a university degree, preferably equivalent to a Master’s in an electronic engineering, telecommunication, business, management or related discipline and supplemented by relevant postgraduate qualifications. Exceptionally, the lack of a university/college degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI

Agency.

 

It is also essential that you hold Qualifications in Service Management such as ITIL Foundation or equivalent. Further to this, it would be considered highly desirable if you hold an advanced service management qualifications such as ITIL Intermediate or ITIL Service Management.


Experience required

In addition to the above qualifications it is essential that you hold a minimum of 5 years´ experience in a similar post and within this hold experience of building collaborative relationships in customer facing positions.

It is also essential that you hold:

• Proven experience in developing, implementing, maintaining and reporting upon customer relationship products and tools such as Customer Engagement Plans, Customer Satisfaction Surveys, Customer Relationship Management Toolsets, etc.
• Proven experience in developing and documenting business intelligence to support customer engagement.
• Proven experience in developing and implementing Business Processes to provide expected outcome and value in accordance with Business Strategies;
• Proven experience in developing KPI to measure Customer Satisfaction and correlating the result to propose enhancement in Business Processes and Models.
• Proven ability to communicate effectively orally and in writing with strong briefing skills.

It would be considered highly desirable if you hold:

• Experience in the implementation of service management processes and procedures with particular focus on customer relations.
• Prior experience of working in an international environment comprising both military and civilian elements.
• Prior experience of working in, or closely with, national governments or national delegations to NATO to develop and document business intelligence to support high level (up to ministerial) events.
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Competencies Required

• 2.1 Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• 3.1 Relating and Networking - Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
• 3.2 Persuading and Influencing - Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one’s impression on others.
• 3.3 Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility.
• 4.1 Writing and Reporting - Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.
• 5.1 Learning and Researching - Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making; encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback).
• 5.3 Formulating Strategies and Concepts - Works strategically to realise organisational goals; sets and develops strategies; identifies, develops positive and compelling visions of the organisation’s future potential; takes account of a wide range of issues across, and related to, the organisation.
• 6.2 Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.

Languages

Most of the work of the NCI Agency is conducted in the English language, and therefore a thorough knowledge of English, both written and spoken, is essential and some knowledge of French is desirable.


What do we offer?

• Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff.
• Education allowance for children (where appropriate) and an excellent private health insurance scheme;
• Generous annual leave and home leave (if eligible).
• Retirement Pension Plan

To learn more about NCI Agency and our work, please visit our website.

Please note: Due to the Agency’s transition into a new structure in the near future, this post may be subject to transfer to one of our other locations, as well as to a change of reporting lines. The final decision will be made at the time of a firm offer.