Responsibilities

• Client Relationship Management (CRM): i. Participates in clients' meetings. Prepares briefs and background documentation prior to meeting. Documents main decisions/actions agreed at meeting and follows up till resolved.
• Leads development of the Client Relationship Management (CRM) documents repository. Ensures that individual client related information/documentation is updated at all times in the repository.
• Drafts agreements, MOUs with clients based on service subscriptions. Ensures copies of all other agreements with clients with DAS Services are updated at all times in the CRM Documents Repository.
• Supports CRM related trainings in coordination with other Services as required.
• Ensures regular updates of client focal point information in CRM repository, including operational focal points and Heads of Entities in UN Agencies, Funds and Programmes.
• Attends Service Level meetings to ensure coherence and coordination between Services and CRM function in ODA.
• Establishes client database. Monitor dedicated client email address for client queries/concerns. Maintain database and update with issues raised, update clients regularly and in timely manner on progress after follow-up with respective Service/s.

Common Services:

• Updates membership information of Common Services Management Team in Kenya and working groups.
• Leads annual common services surveys, analysis of clients' responses and supports related workplan development and feedback to service providers.
• Supports development and production of communication products/services, brochures, newsletters and other materials as assigned.

Support front office operations:

• Publishes iSeek stories on a regular basis and in relation to special events as assigned.
• Updates Communication Tree and Escalation Mechanism regularly or as required and share with clients.
• Drafts and seeks approval of quarterly workplan on strengthening communication with clients.
• Supports all assigned communication and coordination with clients and makes recommendations for improvement.
• Supports report writing and note taking as assigned, e.g recruitments, workshops etc.
• Updates UNON website in relation to CRM initiatives.

Performs any other duties as assigned.

Competencies

PROFESSIONALISM: Knowledge of policies, processes and procedures related to the communication, production and dissemination of public information. Ability to research and gather information from a variety of sources. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.

COMMUNICATION: Speaks and writes clearly and effectively; listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style and format to match audience; demonstrates openness in sharing information and keeping people informed.

CLIENT ORIENTATION: Considers all those to whom services are provided to be "clients" and seeks to see things from clients' point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients' needs and matches them to appropriate solutions; Monitors ongoing developments inside and outside the clients' environment to keep informed and anticipate problems; Keeps clients informed of progress or setbacks in projects; Meets timeline for delivery of products or services to client.

TECHNOLOGICAL AWARENESS: Keeps abreast of available technology; Understands applicability and limitation of technology to the work of the office; Actively seeks to apply technology to appropriate tasks; Shows willingness to learn new technology.

Education

• Completion of High school diploma or equivalent is required. Additional certification in Communications, Journalism, or Public Information is desirable.
• Passing the Global General Service Test (GGST) is a prerequisite for recruitment consideration in the General Services and related categories in the United Nations Secretariat. Successful passing of the Administrative Support Assessment Test (ASAT) in English at the United Nations Headquarters (UNHQ), Economic Commission for Africa (ECA), Economic and Social Commission for Western Asia (ESCWA), United Nations Office at Geneva (UNOG), United Nations Office at Vienna (UNOV), International Criminal Tribunal for Rwanda (ICTR) or International Criminal Tribunal for the former Yugoslavia (ICTY) may be accepted in lieu of the GGST.
• The GGST is administered to applicants when required before the administration of a written assessment and/or interview.

Work Experience

• A minimum of 10 years of progressively responsible experience in communications, journalism, public information or related field is required. Of the 10 years, 3 should be with the United Nations or a similar international organization.
• Experience in working in a busy Front Office that deals with a broad range of multi-cultural clients and service delivery is desirable.
• Experience working with social media tools and applications, report writing, multi-media and graphic design is desirable.
• Experience in client relations is desirable.
• Developing, editing, overseeing layout of communication material and managing intranet and websites is desirable.

Languages

• English and French are the working languages of the United Nations Secretariat. For the post advertised, fluency in oral and written English is required. Knowledge of another official United Nations language is desirable.