Deadline of this Job: 31 December 2022
JOB DETAILS:Skills
• Ability to Influence, Able to Work Under Pressure, Analytical CRM, Leadership Development Coaching
Education
• Bachelor of Arts (BA): Business Administration: General (Required)
Deadline of this Job: 31 December 2022
JOB DETAILS:Duties & Responsibilities
• Management of switchboard, general phone call & coordination on enquires received
• Respond to all imaging emails from customers of branches and satellite locations
• Logging all imaging calls received via email/ phone etc. Assign and communicate log time to engineers and ETA to customers
• Management and coordination for all PMs on schedule, Install /Dis-install calls based on m/c delivery information
• Achieve response time by keeping focus on calls receive time and close coordination with engineers for meeting SLA
• Preparing estimates for all spare requests for various contracts and sharing with CRS; engineers; customers and follow up with concerned persons for LPOs
• Spares requisition and coordination for SOF for speedy spares delivery
• Follow up with field team for closing all calls/ job sheets including open for spares post delivery
• Coordination with credit department, sales and customer if customer on credit hold/ contract
• End-to-End Q' number management
• Escalation tracker updating on daily basis, follow up for closure & circulation of tracker with all stakeholders
• PM calls logging & management
• HD reports, analytics and process flow for service delivery
• Fall-Back for others in Help Desk on need base
Thinking Requirements And Working Complexity
• Maintain a comprehensive and up to date knowledge of all solutions offered in Office Automation
• ERP / CRM system operations
• Excellent Negotiation skills
• Excellent communication skills both verbal and written
• High level of integrity
• Analytical Skills
Knowledge And Experience Required Of Jobholder
• Diploma in Customer Care or a related field
• 3-4 years of relevant experience in call center or customer care desk
• Fluency in English & Kiswahili
• Computer literate with knowledge on Microsoft Office suite
Deadline of this Job: 31 January 2023
JOB DETAILS:Overview
• Fairtrade is an alternative approach to conventional trade and is based on a partnership between producers and consumers. Fairtrade offers producers a better deal and improved terms of trade. This allows them the opportunity to improve their lives and plan for their future. Fairtrade offers consumers a powerful way to reduce poverty through their everyday shopping.
Fairtrade International is the international non-profit, multi stakeholder body that is responsible for the strategic direction of Fairtrade, sets Fairtrade standards and supports producers.
The Director of External Relations is responsible for leading, facilitating and supporting the delivery of global integrated communications strategies (including brand architecture and strategy, PR and media relations, Business to Business communication) and global resource mobilization (including strategic partnerships, fundraising, and grant management) objectives for the Fairtrade system. This will require the director to lead and coordinate with colleagues in our member offices around the world, as well as with key partner organizations.
Principal Roles And Responsibilities
• The Director leads the teams in each of these areas (communications & brand, media relations and resource mobilization) at the central office in Bonn and plays a leading role in delivering and coordinating global communication and resource mobilization strategy across the Fairtrade system, supporting and liaising closely with our member offices. The Director works very closely with the Global CEO to deliver against the goals in the Global Strategy. The position holder is hands-on, able to design and implement operational, strategic, and innovative activities, while effectively managing and developing a high performing team.
Leadership:
• Provide leadership and guidance to the Fairtrade system in the development of strategies, tactics and metrics to deliver on the Global Strategy in the areas of global integrated communications and global resource mobilization
• Convene and empower Fairtrade member organisations to achieve their communication and resource mobilization goals, in delivering their contribution to the Fairtrade Global Strategy
• Deliver strategic guidance to the Global CEO and Fairtrade International Directors in the areas of External Relation
• Inspire and empower Fairtrade International management and staff with the confidence and ability to act as ambassadors for the Fairtrade brand, including values, vision and mission, brand positioning, and key messaging
• Lead on improvement and innovation of communication, partnership development, and fundraising methodologies, processes, tools, and opportunities
People & Team Management:
• Manage and develop the External Relations unit, building on trust and effective communication, to ensure a motivated, engaged, and high performing , collaborative team
• Maintain oversight of staff workload and resources, effectively manage external requests, and maintain the well-being of the team
• Share expertise, serve as mentor, articulate expectations, and clarify roles and responsibilities of the unit team members
• Ensure all External Relations unit members are trained and/or briefed on required policies, including compliance, human rights
Operational activities:
• Ensure the positioning of Fairtrade as a respected thought-leader on relevant issues
• Act as a spokesperson and lead communicator and advocate with the media, governments, civil society, partners, and other policy influencers as appropriate
• Ensure Fairtrade’s brand positioning, messaging, and impact stories are communicated consistently, efficiently, and on time to relevant external and internal audiences via strong integrated communication and partnership strategies
• Monitor risk register, provide guidance to Global CEO, Executive Director, and Legal Unit on issues that may affect Fairtrade’s brand reputation or result in legal action
• Oversee high-risk media management and support of members on media crisis management and response
• Maintain Fairtrade’s global media risk procedures, train member organizations, and monitor compliance, working closely with media relations staff and within Fairtrade’s wider risk management framework
• Work closely with Global Advocacy to ensure coordination of key messages, advocacy communications, media alerts, and grassroots campaign activities by member organizations
• Foster close collaboration and reduce duplication between the External Relations Unit and member organizations through regular meetings, including phone calls, in-person meetings, and virtual conferences
• Ensure high-level service to Fairtrade member organizations across the globe and to all other external and internal partners
Planning and budgeting:
• Forecast and deliver short- and long-term plans and budgets for External Relations and its activities, monitor progress, assure adherence and evaluate performance
• Contribute to the system-wide development of the Fairtrade Global Strategy and the operational and implementation strategy for Fairtrade International
• Provide budget guidance and oversight to members of the External Relations unit
• Ensure monthly budget reports are accurate and updated in line with the requirements provided by the Finance Unit
• Educate External Relations unit members about the Fairtrade Code and Procurement Policy
Skills Required
Level of education
• Master’s Degree in Business Administration, Communications, Integrated Communications, Marketing Communications, International Development, International Relations or similar field appropriate to Fairtrade
Knowledge / Job Specific Competencies
• At least 10 years’ experience working at a senior level in an external relations role, including responsibility for developing and implementing organizational communication, marketing communication, brand, global resource mobilization and partnerships strategies
• Proven track record in line management and developing teams and staff members
• Proven track record in media relations and crisis communications at a senior level
• Sound social media, B2B, and fundraising experience
• Experience of working in multi-stakeholder environments
• Desired: in-depth knowledge/experience of one or more of the following: the role and impact of the fair trade movement; international development; human rights in international supply chains; ethical trade; corporate social responsibility
Professional Skill Requirements
• Thought leadership and strong emotional intelligence
• Demonstrable ability to drive work forward on own initiative, take decisions and set priorities
• Experience in managing complex, multi-stakeholder projects, delivering on time and to budget
• Experience in operational planning, proposal development and budget management
• Ability to manage and motivate teams to achieve targets
• Ability to manage change
• Analytical, critical, integrative and holistic thinking
• Creative approach to communication
• Languages: Fluency in English essential; writing skills to native level. Knowledge of Spanish, French and other relevant languages desirable.
Personal Qualities
• Service-driven, empathetic and goal-oriented style
• Excellent diplomatic / political sensitivities, with demonstrated ability to work sensitively and foster collaboration in a multi stakeholder environment
• Excellent organizational and co-ordination skills
• Collaborative and supportive approach to teamwork and people management
• Learning mindset
Terms And Conditions
• This is a full-time position
• Location is at Fairtrade International offices in Bonn, with the option of mobile working in Germany according to Fairtrade International's regulations
• The working language is English
• Salary package according to Director Level and commensurate with skills and qualifications
• Starting date: as soon as possible