Director, Customer Experience, Marketing and Digital Engagement Division
Organizational Context
WIPO is establishing a new Customer Experience, Marketing and Digital Engagement Division within the Infrastructure and Platforms Sector to drive future growth through enhanced Global IP Services. This Division will create and implement a unified, customer-focused strategy encompassing Marketing, Branding, Customer Experience, and Digital Communications.
Job Purpose
The Director will lead the new Customer Experience, Marketing and Digital Engagement Division, defining its strategic direction and ensuring functional alignment. The role involves fostering innovative approaches, cohesive internal and external engagement, and achieving measurable results. The primary objectives are to enhance WIPO’s global presence and contribute to its revenue generation goals by strategically integrating marketing, customer experience, and digital outreach efforts.
Responsibilities
The Director will design and evolve WIPO’s corporate marketing and branding strategy with a customer-centric focus. Responsibilities include developing marketing effectiveness measurement frameworks, optimizing return on investment through data insights, and leading the strategic governance and integration of marketing, digital communications, and customer experience efforts. The role involves establishing efficient, data-driven operational systems, including CRM, and leading the strategic adoption of AI in customer service and digital marketing. Additionally, the Director will coordinate organizational up-skilling in relevant areas, build strategic partnerships, manage and mentor a multidisciplinary team, determine priorities, allocate resources, and represent WIPO in global forums on digital engagement and branding.
Work Experience
Minimum of 15 years of progressive experience in strategic marketing, including at least 5 years in senior management. Requires substantial experience in developing and implementing digital engagement frameworks, customer experience practices, and communication strategies, along with experience leading interdisciplinary teams and driving transformation.
Skills
Expertise in Customer Journey Mapping and Experience Design, AI-Enabled Marketing Strategy and Automation, Multichannel Content and Campaign Strategy, Strategic Data Analysis and Insight Translation, Stakeholder Relationship Management, and Public Speaking/Global Representation. Strong managerial and leadership skills, with knowledge of Results-Based Management, are essential.