Senior Customer Relationship Manager

NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency (NCIA) is leading NATO’s Digital Transformation.  Based in Brussels the Senior Customer Relationship Manager plays a key role with the implementation of an Agency customer relationship strategy whilst coordinating an Agency-wide approach to customer relationship management.

Who we are:

NCIA acquire, deploy and defend communications systems for NATO's political decision-makers and Commands; the agency is on the frontlines against cyber-attacks, working closely with governments and industry to prevent future debilitating attacks.

We are NATO’s technology and cyber leaders, helping NATO Nations to communicate and work together in smarter ways. Our work is challenging and meaningful, and you will develop and apply your expertise as part of a dynamic international team of civilian and military professionals.

The role:

The Senior Customer Relationship Manager will be part of the Chief Operating Office who deliver customer value by leading business planning and leading the life cycle business development, overseeing resource allocation to projects and services whilst directing data-driven performance improvements within the Agency. 

As part of lean and international Customer Relationship team, this role will support the Agency in developing and managing relationships with customers within the NATO community and seek to implement tools, systems and processes to develop data and insights to deliver a best in class customer experience.  This post will also:

• Implement an Agency customer relationship strategy and ensure a coordinated Agency-wide approach to customer relationship management;
• Support the Agency in developing and managing relationships with customers, including through dedicated events;
• Build and maintain relationships with customer relations specialists both within and outside the Agency;
• Measure, monitor and report customer satisfaction;
• Provide products to support the Head Customer Relationship Management´s advice to the Chief Operating Officer on customer relationship management and customer satisfaction; and with identifying and developing new business opportunities for the Agency;
• Support the establishment, control and management of the Agency-wide processes related to customer engagement and customer satisfaction, including development/enhancement of NCIA directives and processes.

For a full list of duties, you can review the full job description here

About you: 

You easily establish good relationship and are able to relate to people at all levels.  You produce new ideas, approaches and insights to deliver innovate solutions to problems.  Able to adapt to changing circumstances you can manage ambiguity, accept new ideas and change initiatives, further to this you have:

• Proven experience in developing, implementing, maintaining and reporting upon customer relationship products and tools such as customer engagement plans, customer satisfaction surveys, customer relationship management toolsets, etc.
• Proven experience in developing and documenting business intelligence to support customer engagement.
• Proven experience in developing and implementing business processes to provide expected outcome and value in accordance with business strategies;
• Proven experience in developing KPI to measure customer satisfaction and correlating the result to propose enhancement in business processes and models.

What we offer:

• Genuinely meaningful work as part of the most successful alliance in history;
• 3 year contract with competitive tax-free salary and household and children’s allowances;
• Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;
• Excellent private health insurance scheme;
• Generous annual leave of 30 days plus official holidays;
• NATO Pension Scheme;
• Development programs such as professional training, wellbeing, and more.

To learn more about NCI Agency and our work, please visit our website.

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.

Additional details on the conditions of application can be found via the NCI Agency career site.