C004041 Customer Relations and Communications Officer

il y a 2 semaines

Brainel'Alleud, Wallonie, Belgique EMW, Inc. Temps plein

Deadline Date: Tuesday 18 March 2025

Requirement Title: Customer Relations and Communications Officer

Location: Braine-l'Alleud, Belgium

Full time on-site: Yes

Total Scope of the request(hours): 836

Required Start Date: 27-APR-2025

End Contract Date:31-DEC-2025

Required Security Clearance: NATO Secret

Specific Working Conditions: Normal Office Environment; Possible TDY to other NCIA sites within Belgium once per month

Duties and Role

  • Managing and collating customer feedback received through various channels, related to the full range of NIMSC services
  • Analysing customer feedback and behaviour to provide recommendations on improving customer satisfaction and engagement
  • Collaborating with internal and other NCIA departments to implement customer feedback and improve the customer experience
  • Creating reports and presentations on customer feedback trends for management
  • Training and guiding staff on how to handle customer feedback in a consistent and helpful manner
  • Identifying potential issues and crafting appropriate responses
  • Work with NIMSC Senior Management to develop effective communication strategies, that actively promote NIMSC and its services
  • Assist in the communication of strategies or messages from Senior Management
  • Plan, deliver, and evaluate regular communications across all channels and to all our internal and external audiences.
  • Lead on key internal and external communications projects and initiatives, working with key stakeholders internally and externally.
  • Plan and manage the design, content, and production of all NIMSC 'marketing' materials
  • Manage internal communications (memos, newsletters etc.)
  • Collaborate with internal and external departments to develop, manage and distribute NIMSC-related 'marketing' material
  • Work closely with other Agency entities, and all internal staff, to generate new ideas and strategies
  • Ensure NIMSC communications are consistently on brand and on message.
  • Build and maintain the NIMSC image library.
  • Manage and maintain the NIMSC Chief Blog.
  • Work closely with the NIMSC IKM Officer to ensure all content on the NIMSC SharePoint portal is current, accurate, engaging and informative.
    • NATO Secret security clearance
    • A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline;
    • Excellent working knowledge of the full Microsoft Office suite and SharePoint;
    • Prior experience of direct customer interactions, handling inquiries, complaints and feedback via phone, email, chat, or in person and drafting/providing appropriate feedback.
    • Familiarity with managing or engaging customers through social media platforms.
    • Familiarity with promoting services, generating new strategies, and improving visibility both internally and externally.
    • Experience in Customer Service and Customer Satisfaction processes
    • Experience of creating communications content, including photography, video, and blogs that reflect the organization's branding and customer engagement goals.

Desirable:

  • Experience of managing relationships with internal and external customers.
  • Proven ability to analyse customer feedback to identify trends and insights that inform strategies for improving satisfaction and engagement.
  • Experience in planning, delivering, and evaluating communication strategies across multiple channels (email, social media, newsletters) for both internal and external audiences.
  • Experience in training and guiding staff on best practices for handling customer feedback and ensuring a consistent, customer-focused approach.
  • Extensive working experience with Customer Relationship Management (CRM) toolsets
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