Customer and Public Relations Associate(G6)

vor 3 Wochen

Wien, Österreich International Atomic Energy Agency Vollzeit

Customer and Public Relations Associate(G6) - (2024/0054 (060017))

Organization: MTGS-Commissary Management Section

Primary Location: Austria-Vienna-Vienna-IAEA Headquarters

Job Posting: 2024-02-07, 7:48:12 AM

Closing Date: 2024-02-28, 4:59:00 PM

Duration in Months: 36

Contract Type: Fixed Term - Extrabudgetary

Probation Period: 1 Year

Full Competitive Recruitment: Yes

Organizational Setting

The Department of Management’s Division of General Services (MTGS) provides support functions to the IAEA through its four Sections, namely the Archives and Records Section (ARMS), the Commissary Management Section (CMS), the Facilities Management and General Support Section (FMGSS) and the Seibersdorf Laboratories Services Section (SLSS). Among the four Sections, the Commissary Management Section (CMS) is responsible for the management of the Agency’s tax and duty-free store at the Vienna International Centre. The Commissary is operated under the authority of the Director General of the IAEA and regulated by the HQ Agreement with the Host Country. It was established as a self-sustaining and non-profit making operation in order to facilitate the purchase of limited quantities of consumer goods by the diplomats of Permanent Missions of Member States accredited to the UN organizations, staff members of the UN organizations based at the VIC as well as of other authorized organizations.

Main Purpose

Reporting to the Retail Operations Manager, the Customer and Public Relations Associate plays a key role in enhancing Commissary customer relations. The incumbent is the Commissary’s focal point for customer care and the exchange of information with customers and solicits interactive media advertisements from suppliers and external companies. This is achieved through regular market research, customer surveys, customer newsletters, as well as other outreach activities.

Functions / Key Results Expected

Manage and foster customer relations by identifying trends and changes in customer segmentation, carrying out systematic market and customer research and soliciting customer feedback in the form of regular surveys, questionnaires and interviews, interpreting results, and recommending follow-up action.

Prepare statistics and analyses for various management reports.

Perform Commissary PR activities; engage closely with a wide spectrum of working contacts within the VIC; engage with members of the Commissary Advisory Committee and present statistical reports and results of studies to the Committee.

Coordinate and monitor the processing of customer product assortment suggestions, provide the Selection Sub-Committee of the Commissary Advisory Committee (CAC) with analytical reports on suggestions from customers and actively participate in the meetings; inform customers of decisions taken on their suggestions.

Establish good relationships with Permanent Mission diplomats and staff, high-ranking officers of the Vienna-based organizations, and the customers at large to maintain a high level of customer trust. Take note of and respond to customer complaints, suggestions, and queries of a non-routine nature; investigate and resolve complaints/conflicts and follow-up on customers' suggestions.

Ensure compliance with the Commissary Rules: this includes calculating customer purchase entitlements on occasions of changes to salary scales of UN staff; verifying new information received on customer records and rectifying any errors; initiating internal control systems, monitoring customer purchases and reviewing cases of abuse and/or violation of Commissary rules and making recommendations to the Commissary Manager and the Divisional Director on sanctions to be taken. Provide staff in the Sales Unit with guidance with regard to the implementation of the Commissary Rules regarding access rights and privileges.

Liaise with UNSSS on Commissary security matters and prepare regular statistical reports thereon; establish procedures regarding access rights and purchase entitlements and monitor the implementation thereof;
Prepare and present information packages for newly recruited staff of all VBOs during induction courses.

Design and print advertising materials (monthly special offers, gifts with purchase, flyers, etc.);
Maintain the Commissary homepage to provide detailed and up-to-date information to customers at all times; using the homepage as a platform for disseminating information to and the collection of feedback from customers.

Create and manage the publication and distribution of the monthly Commissary Newsletter.

Solicit interactive media advertisements from suppliers and negotiate terms and conditions thereon.

Solicit and coordinate all corporate sales to Permanent Missions, UN Organizations, and VIC recognized clubs ; prepare and send bids in reply to official requests for procurement and negotiate terms and conditions;
Calculate the distribution of income from special mark-up on hard liquor and tobacco to the St

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