The Global CRM Communications Officer will provide communication plans and communication plan implementation.  He or she will deliver advice to customers’ brand adherence, messaging, and style, work closely with the CRM officer and designer, and use technical resources in the commission of work associated with the position. The Communication officers will ensure that all communications are delivered to customers on time and on schedule, as well as proofread and edit all communications processed by the CS/CMC team.

AS A GLOBAL CRM COMMUNICATIONS OFFICER, YOU WOULD BE RESPONSIBLE FOR:

Writer/ researcher

• Create print digital content for World Vision Departments served by the CMC Team.
• Communicate and write articles that will provide information or showcase Partnership customer services.
• Develop content that accurately reflects WVI's Our Promise strategy.
• Extensive research and collaboration with internal customers, CMC team lead, and others to independently and consistently meet publishing deadlines established by our customers.
• Regularly update and monitor intranet sites related to Shared Services
• Proofreading communications, editing.  Aligning all communications with a style guide and the World Vision Partnership strategy, as well as customer communication plans and key messaging.
• Manage communications reporting systems including integrations of open rate metrics, KPI metrics, and others as related to communications.
• Other duties as assigned.

ESSENTIAL QUALITIES FOR THIS ROLE:

• Bachelor’s degree or equivalent in Public Relations, Communications, Journalism, Marketing, or a related client-services field, or the equivalent work experience (minimum five years).
• Minimum 3 years of proven experience writing for various content formats (demonstrated in a professional portfolio) preferably in a global and multi-cultural environment.
• Excellent networker and information gatherer and synthesizer of information into cohesive content.
• Ability to work with technical/sector specialists and can cut through their jargon and simplify content for a broad understanding of a topic.
• Impeccable knowledge of the English language (written and oral) including idioms and current trends in slang and expressions.  
• Project management skills to ensure successful completion of assignments. Organize writing schedules to complete drafts of content or finished projects within deadlines.
• Ability to maintain a consistent editorial voice and follow Style Guides.
• Proficiency with computer writing programs, such as Google Docs and Microsoft Word, Excel, Outlook, and PowerPoint.

Preferred skills/experiences include:

• Knowledge of industry best practices and familiarity with the organization's mission to inspire ideas and content.
• Experience working with multiple platforms, such as websites, email marketing, product descriptions, videos, and blogs.
• Basic-intermediate knowledge of either Spanish or French.

The ideal candidate must ensure all information, global communications, campaigns, and projects roll out on time. He or she is also expected to use a variety of communication channels and choose the most effective ones for the task. The most successful officers take pride in being on the pulse of emerging communication disciplines and relish learning new skills. They establish strong relationships with stakeholders and demonstrate accountability and follow-up.

As a Global Change Management and Communications Officer, you will support the Customer Relationship Management (CRM) team activities (e.g. town halls, newsletter, customer service week, audits, training, etc.).  You will also keep close cooperation with all stakeholders supporting all its efforts when needed or requested.

AS A GLOBAL CRM COMMUNICATIONS OFFICER, YOU WOULD BE RESPONSIBLE FOR:

• Support current and new customers with timely, complete, accurate, and detailed communications through different channels and techniques to keep internal and external stakeholders informed to minimize organizational, service, and compliance risks.
• Implement measurement and monitoring approaches to ensure appropriate management information on communication risks related to service transformation & delivery.
• Advocate for customer service in the areas of Shared Services (SS), Supply Chain (SC), and ProVision (PV).
• Develop clear operational communication plans for transformation projects and work with various SS, Supply Chain Management (SCM) & PV project teams to ensure they are delivered effectively.
• Support impacted teams with information and detailed frameworks, to ensure they can conduct the necessary activities to minimize organizational risks.
• Assist impacted processes within the SS areas, complying with the need of the users for change management.
• Measure effectiveness of operational change management and communications plans, and make recommendations and adjustments where necessary. If needed support on change management external processes.
• Manage and promote realistic expectations of the organization with regard to new systems, tools, and processes, e.g. capabilities, features, upgrades, etc.
• Drive specific change tasks and deliverables, and facilitate organizational change events when required (i.e. refresher workshops. seminars, town hall).
• Training, Projects, and AD-hoc Duties
• Other duties as assigned.

ESSENTIAL QUALITIES FOR THIS ROLE:

• Bachelor’s degree in Business Administration, Journalism, Communications, Public Relations, Advertisement, Graphic/Web Design, Customer Relationship Management, Copy Writing or related field or its equivalent.
• Minimum of 3 years of experience in Change management or communications support, ideally in an NGO environment
• Experience supporting the development and delivery of comprehensive, actionable change management and engagement plans/activities for change, including impact assessments, stakeholder analysis, engagement strategies, change agent networks, communication plans, and change adoption measurement activities.
• Experience in large and complex organisations working with a cross-functional team comprised of members with diverse skill sets.
• Knowledge of change management methodologies
• Rich media experience. Good knowledge and understanding of change management and communications tools and best practices.
• Proven ability to manage multiple, time-sensitive products and competing priorities simultaneously with minimum guidance and high attention to detail.
• Excellent writing and editing skills in English and Spanish. Other languages are a plus.
• Experience working as part of virtual teams.

Preferred skills/experiences include:

• Knowledgeable in a variety of change management resources and methodologies, including presentations, implementation tools, and communications.
• Demonstrated experience in change management and communications support, problem-solving, customer-centric service, and continuous improvement.  Or willingness to learn the World Vision model.
• Develop a partnering/collaborative model with internal customers with the ability to work with flexibility to achieve the outcomes of SS/SC/PV. (National Office, Regional Office, and Global leadership)
• Experience working in global virtual and non-virtual environments.