Director, Customer Experience, Marketing and Digital Engagement Division

Job Posting Organization:
The World Intellectual Property Organization (WIPO) is a specialized agency of the United Nations that was established in 196

• WIPO's mission is to promote the protection of intellectual property (IP) worldwide through cooperation among states and in collaboration with international organizations. The organization has a diverse workforce of over 1,000 employees and operates in multiple countries, focusing on enhancing the global IP system. WIPO aims to foster innovation and creativity for the benefit of all, ensuring that IP rights are respected and that the benefits of IP are accessible to all stakeholders.

Job Overview:
The Director of the Customer Experience, Marketing and Digital Engagement Division will play a pivotal role in shaping WIPO's strategic direction in customer engagement and marketing. This position is crucial for developing a cohesive strategy that aligns marketing, branding, and digital communications with customer experience initiatives. The Director will be responsible for leading the Division, ensuring that all functions are integrated and aligned with WIPO's overall goals. This includes fostering innovative approaches to customer engagement, enhancing WIPO's global presence, and contributing to revenue goals through effective marketing strategies. The role requires a strong focus on data-driven decision-making and the ability to adapt strategies based on customer insights and market trends.

Duties and Responsibilities:
The incumbent will perform a variety of key duties, including but not limited to: designing and launching WIPO's corporate marketing and branding strategy with a strong customer focus; developing measurement frameworks to assess marketing effectiveness and optimize investments; leading the integration of marketing, branding, digital communications, and customer experience efforts; establishing internal systems and workflows for efficient operations; spearheading the adoption of AI in customer service and digital marketing; coordinating training and up-skilling initiatives in marketing and customer experience; building strategic partnerships to enhance WIPO's reach; mentoring a multidisciplinary team; managing resources effectively; prioritizing tasks to ensure timely delivery of work products; representing WIPO in global forums; and performing other related duties as required.

Required Qualifications:
Candidates must possess an advanced university degree (equivalent to a Master's) in marketing, humanities, social sciences, business administration, or related fields. A first-level university degree combined with two additional years of relevant experience may be accepted in lieu of an advanced degree. Essential qualifications include a minimum of 15 years of progressively responsible experience in strategic marketing, with at least 5 years in a senior management role. Candidates should have substantial experience in developing and implementing digital engagement frameworks and customer experience practices, as well as experience in leading interdisciplinary teams and driving organizational transformation.

Educational Background:
The educational background required for this position includes an advanced university degree in relevant fields such as marketing, business administration, or social sciences. Candidates with a first-level university degree and additional relevant experience may also be considered. The emphasis is on advanced knowledge and skills in marketing and customer experience, which are critical for the role.

Experience:
The position requires a minimum of 15 years of progressively responsible experience in strategic marketing, including at least 5 years in a senior management role. Candidates should have substantial experience in developing and implementing digital engagement frameworks and customer experience practices. Experience in leading interdisciplinary teams and fostering collaboration is essential, as is a proven track record in driving cultural and operational transformation within organizations.

Languages:
Excellent knowledge of written and spoken English is essential for this position. Additionally, good knowledge of other UN languages is desirable, which would enhance communication and collaboration in a multicultural environment.

Additional Notes:
This is a limited-term fixed-term post with an initial appointment of two years, renewable subject to satisfactory performance. The selected candidate may be required to move to new functions or duty stations as needed. The total annual salary is estimated at $194,764, which includes a net annual salary and a post adjustment. Salaries and allowances are paid in Swiss francs at the official UN exchange rate. The position encourages applications from qualified women and nationals of unrepresented Member States. Candidates should be aware that any misrepresentation during the application process may lead to disqualification or termination of employment. Background checks and professional references will be required for shortlisted candidates.