Director, Customer Experience, Marketing and Digital Engagement Division at World Intellectual Property Organization (WIPO)

Geneva, Geneva, Switzerland -

Full Time

Start Date

Immediate

Expiry Date

04 Apr, 26

Salary

202610.0

Posted On

05 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Journey Mapping, Experience Design, AI-Enabled Marketing Strategy, Automation, Multichannel Content Strategy, Campaign Strategy, Strategic Data Analysis, Insight Translation, Stakeholder Relationship Management, Public Speaking, Global Representation, Managerial Skills, Leadership Skills, Integrity, Mentoring, Collaboration

Industry

International Affairs

Description

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location. This post is a limited-term fixed-term post. 1. Organizational Context a. Organizational Setting WIPO is committed to driving future growth through increased use of its Global IP Services. To support this vision, a new Customer Experience, Marketing and Digital Engagement Division has been created within the Infrastructure and Platforms Sector. The Division will develop and execute a cohesive, customer-centric strategy that integrates Marketing and Branding, Customer Experience, and Digital Communications and Outreach. b. Purpose Statement The Director will lead this Division, setting its strategic scope and ensuring alignment across functions. The incumbent will foster innovative approaches, cohesive internal and external engagement, and measurable results, with the aim of enhancing WIPO’s global presence and contributing to WIPO’s revenue goals. c. Reporting Lines The Director of the Customer Experience, Marketing and Digital Engagement Division reports to the Assistant Director General (ADG) of the Infrastructure and Platforms Sector. d. Work Relations The incumbent collaborates extensively with senior leaders and colleagues across the WIPO, including the Sector of the Director General, the Madrid Registry, the Hague Registry, the Lisbon Registry, the PCT Legal and International Affairs Department, the PCT Services Department, the Information and Communications Department (ICTD) and external partners, including IP Offices, industry associations, consultants and service providers. 2. Duties and Responsibilities The incumbent will perform the following principal duties: a. Design, launch, and continuously evolve WIPO’s corporate marketing and branding strategy with a strong customer orientation. b. Develop measurement frameworks for marketing effectiveness and optimize return on marketing and branding investment through data insights, with a focus on fee paying services and potential customer engagement. c. Lead the strategic governance, integration and alignment of the marketing and branding, digital communications and outreach and customer experience efforts to ensure consistent service delivery and engagement across WIPO. d. Establish internal systems, tools, and workflows for efficient, data-driven operations of the Division, including WIPO’s Customer Relationship Management (CRM) system. e. Lead WIPO’s strategic adoption of AI in customer service, digital marketing, and digital communications strategy, partnering with ICTD, ensuring cost-effective and timely delivery. f. Coordinate organizational up-skilling in marketing, branding, digital communication and outreach and customer experience, in close collaboration with business areas and the WIPO Academy. g. Identify and build strategic partnerships and resource networks to extend WIPO’s reach and impact; assess effectiveness and adjust approaches based on experience and feedback. h. Lead and mentor a multidisciplinary team, managing resources effectively, cultivating complementary skills, and promoting close collaboration and team spirit. i. Determine priorities, allocate resources for the timely and quality delivery of work products per results-based management principles, ensuring that key risks are identified, assessed and managed for the achievement of agreed KPIs, ensuring that program objectives are met. j. Represent WIPO in high-level global forums on digital engagement, institutional branding and customer experience. k. Perform other related duties as required. 3. Requirements Education (Essential) Advanced university degree (equivalent to Masters) in marketing, business administration, business planning & management, customer experience or other related fields. A first-level university degree in one of the disciplines plus two years of relevant experience in addition to the experience mentioned below may be accepted in lieu of an advanced university degree. Experience (Essential) Minimum of 15 years of progressively responsible experience in strategic marketing, including at least 5 years of experience in a senior management role. Substantial experience providing strategic business driven development and implementing digital engagement frameworks, customer experience practices and communication strategies. Experience leading interdisciplinary teams, fostering collaboration, and driving cultural and operational transformation. Experience (Desirable) Experience acquired in international organizations. Experience with services related to Intellectual Property. Language (Essential) Excellent knowledge of written and spoken English. Language (Desirable) Good knowledge of other UN languages. Job Related Competencies (Essential) Customer Journey Mapping and Experience Design: Expertise in designing end-to-end user experiences across platforms to drive engagement, satisfaction, and loyalty. AI-Enabled Marketing Strategy and Automation: Capacity to integrate emerging technologies, including AI, into marketing operations to personalize communication and optimize performance. Multichannel Content and Campaign Strategy: Strong command of planning and executing campaigns across digital and event-based channels, ensuring consistency in tone, message, and outcomes. Strategic Data Analysis and Insight Translation: Ability to analyze qualitative and quantitative data and translate it into actionable strategies and impactful reports. Stakeholder Relationship Management: Skilled in building and sustaining relationships with internal and external stakeholders across a multicultural and multi-sectoral environment. Public Speaking and Global Representation: Confidence in presenting complex ideas and organizations vision to global audiences, partners, and stakeholders. Managerial and leadership skills: Integrity; ability to mentor staff, advise, motivate, and lead teams in a multi-cultural environment. Knowledge of Results-Based Management (RBM) or equivalent. Job Related Competencies (Desirable) Good understanding of different aspects of Intellectual Property and related processes. 4. Organizational Competencies 1. Communicating effectively. 2. Showing team spirit. 3. Demonstrating integrity. 4. Valuing diversity. 5. Producing results. 6. Showing service orientation. 7. Seeing the big picture. 8. Seeking change and innovation. 9. Developing yourself and others. 5. Information Mobility: WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization. Accordingly, the selected candidate may be required to move from time to time to new functions and/or to another duty station. Annual salary: Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment. Please note that this estimate is for information only. The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice. The figures quoted below are based on the December 2025 rate of 91.1%25 D1 Annual salary $106,023 Post adjustment $96,587 Total Salary $202,610 Currency USD Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations. Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances. Additional Information * Initial fixed-term appointment of two years, renewable subject to satisfactory performance and other applicable conditions. The selected candidate’s appointment will be subject to an overall term of five years in this position, with normally no possibility of renewal beyond that term. S/he may, however, apply and be considered for other positions at WIPO. This is not applicable to WIPO staff members on fixed-term, continuing or permanent appointments, who were recruited following a competition under Staff Regulation 4.10 (“Appointment Boards”). This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5. Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions. The Organization reserves the right to make an appointment at a grade lower than that advertised. ___________________________________________________________________ By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations. In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of your identification and the degree(s)/diploma(s)/certificate(s) required for this position. WIPO recognizes higher educational qualifications obtained from institutions accredited/recognized in the World Higher Education Database (WHED), a list maintained by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed here: http://www.whed.net/. Some higher educational qualifications may not be listed in WHED, and will be reviewed on a case-by-case basis. Additional testing/interviewing may be used as a form of screening. Initial appointment is subject to satisfactory professional references. Additional background checks may be required.

Responsibilities

The Director will lead the Customer Experience, Marketing and Digital Engagement Division, developing a cohesive strategy to enhance WIPO’s global presence. Responsibilities include designing marketing strategies, optimizing customer engagement, and leading a multidisciplinary team.