Form 199

(Rev 01/2008)
Vacancy Announcement
INTERNATIONAL CIVIL AVIATION ORGANIZATION

VACANCY NOTICE PC 2009/72/P-3 DEADLINE FOR APPLICATIONS: 30 December 2009

POST TITLE: MANAGER, CUSTOMER SERVICES UNIT DUTY STATION: Montral
DATE FOR ENTRY ON DUTY: After 30 December 2009
LEVEL: P-3 POST NO. AND CCOG CODE: 2815.106/1.A.05.b.

ORGANIZATIONAL UNIT: Customer Services Unit, Headquarters.

The Customer Services Unit (CSU) is responsible for: the timely processing of all orders received by telephone, in electronic form, and by
mail for saleable publications, including audio-visual training aids; maintaining distribution records and preparing the required
documentation for the regular bulk dispatch of ICAO saleable publications, including the management of quotas and the issuance of
invoices; inventory management, establishing print runs, and initiating reprints of ICAO publications; performing sales analysis for
identification of sales opportunities and for management-reporting purposes; making recommendations on marketing/promotion initiatives;
the management of key customer accounts, the negotiation and administration of royalty licence agreements and Sales Agents
agreements; as well as the provision of publications in either electronic format and/or hard copy for reseller/royalty agreement requirements
and the administration of the ICAO e-Shop customer accounts.

QUALIFICATIONS & EXPERIENCE ESSENTIAL:

A. Academic qualifications
University degree in commerce or related discipline.

B. Professional experience and knowledge
1. At least six years of experience in commercial sales and customer support activities, preferably in an international organization or a
large-scale private enterprise.
2. Experience with modern web-based eCommerce sales solutions and with computerized inventory and invoicing sales systems.
3. Experience in data analysis techniques using Windows-based software analytical tools.
4. Experience with business planning, including the negotiation and management of commercial contracts.

C. Competencies
1. Judgement/Decision-making: Proven ability to apply sound judgement in areas of responsibility and to develop and implement
marketing and sales programme, activities and services. Ability to analyse problems and decide or advise on solutions to issues
related to marketing and sales.
2. Communication skills: Ability to prepare clear, concise and accurate written reports and to present articulate verbal reports.
3. Planning and organizing: Demonstrated ability to plan, coordinate and manage marketing and sales activities in a multinational
environment. Ability to establish priorities that are consistent with agreed strategies and adjust, as required, in order to meet
objectives. Ability to write clear and concise reports and proposals. Ability to meet deadlines.
4. Building partnerships/trust: Ability to identify and analyse clients needs and to meet business requirements. Ability to establish and
maintain effective partnerships with clients.
5. Teamwork and human relations: Ability to gain the support and collaboration of colleagues in order to achieve common goals and
agreed objectives. Ability to establish and maintain effective working relationships in a multinational and multicultural environment with
sensitivity and respect for diversity.
6. Technological awareness: Demonstrated ability to use personal computers, including proficiency in the use of contemporary
text-processing and spreadsheet software. Willingness to keep abreast of new information technology developments.

D. Standards of Conduct
International outlook, character and integrity: Adherence to and capacity to promote the values and framework of the United Nations
Standards of Conduct for the International Civil Service and/or equivalent national or international standards of conduct.

E. Languages
Command of one of the languages of the Organization (Arabic, Chinese, English, French, Russian, Spanish).

QUALIFICATIONS & EXPERIENCE DESIRABLE:

A. Knowledge/Experience
1. Knowledge of the aviation industry and experience in related activities.
2. Experience in or fundamental knowledge of general accounting and accounting practices.
3. Experience managing staff and in meeting sales objectives.

B. Languages
A good working knowledge of a second language of the Organization (Arabic, Chinese, English, French, Russian, Spanish).

MAJOR DUTIES:

Sales activities:
1. Prepare operational budget forecasts for sales management performance reporting with the aim of continuously increasing the level
of sales.
2. Develop strategies to target specific markets to increase the customer base as well as to increase revenue from existing clients.
3. Manage Key Performance Indicators (KPIs) based on orders, email activity, calls, standing orders, etc.

PC 2009/72/P-3


MAJOR DUTIES (cont.):

4. Negotiate and administer sales agency contracts, government agencies, purchase contracts, licensing and royalty agreements for
publications in hard copy and/or electronic formats. Prepare solicitations/proposals as required.
5. Prepare sales reports for senior management based on budgeted sales forecasts on various aspects of the business and recommend
appropriate changes to the Publications Regulations governing sales (pricing, discounting, licensing, etc.) and/or business rules for
improving sales and/or marketing performance.
6. Prepare and analyse management reports and make recommendations for minimizing production warehousing, distribution and sales
costs.
7. Monitor sales to major accounts, including Sales Agents and resellers, to anticipate replenishment of stock and prevent lost sales and
maintain personal contact with those customers.
8. Coordinate with other Bureaus/Sections/Units of the Organization to ensure an all-inclusive, point-to-point service network for
products and/or services to the customer.
9. Provide input for the establishment of periodical marketing plans in accordance with budget allocations and sales target objectives.
10. Recommend promotional activities (ads, catalogues, flyers, exhibits, mass marketing campaigns, etc.) for launching and/or promoting
new and/or current product lines.
11. Maintain a Customer Relations Management (CRM) system for managing leads, account segmentation and market segment
reporting.
12. Manage the inventory of saleable publications.
13. Oversee eCatalogue and web sales processing.

Operations activities:
1. Plan and organize the work and resources of the Customer Services Unit. Review overall duties and assignments for staff with the
Sales System Assistant.
2. Analyse management reports and monitor overall quality of work of the Unit to ensure accuracy and promptness in the processing of
orders and free quota distribution.
3. Review the scale of free issue (i.e. free quota) to States as required, and oversee the preparation of correspondence to notify States
affected by any change in status for possible revision of the requirements by States authorities.
4. Analyse complex customer service problems (claims, returns, damaged or lost shipments, etc.) and provide direction to staff for
corrective and/or preventative action.
5. Supervise the regular updating of the Catalogue, eCommerce web site and the database customer and inventory records.
6. Oversee sales campaigns for renewal of existing customers and/or for new customers identified through sales/market analysis.
7. Provide guidance and training to staff, as required.
8. Monitor staff attendance and punctuality and approve leave.

Support to automate systems and applications:
1. Monitor the use and continuing effectiveness of current assigned operational applications.
2. Make recommendations to modify, adapt, extend and improve the applications.
3. Make recommendations and/or assist in defining terms of reference to modify, adapt, extend and enhance the existing applications or
to develop/implement new applications required to conform with ICAOs changing administrative procedures and regulations and
CSU/RGA business requirements.
4. Assist ICT through the provision of the information required for development and/or implementation of sales systems and applications
as required.
5. Provide advice and training on the execution of the applications and procedures to users in CSU and others who have access to
those systems.
6. Keep abreast of new technologies which may be of interest to CRC/RGA.
7. Act as liaison with ICT for the maintenance and support of the ALCIE system (system back-up, failures, modification, enhancement).
8. Schedule the preparation of the annual sales management report and others as required.


DURATION OF APPOINTMENT: Initial appointment will be on a fixed-term basis, initially until 31 December 2010 (first year is
probationary for an external candidate).

REMUNERATION: Level P-3 Rate Net Base Salary per annum + Post Adjustment (net) per annum
Single U.S. $ 53 629 U.S. $ 29 066
Dependency U.S. $ 57 453 U.S. $ 31 139

Post Adjustment is subject to change.

SUMMARY OF BENEFITS: The ICAO Summary of Benefits may be viewed at http://www.icao.int/icao/en/va/emplsum.htm.

ICAO staff members are international civil servants subject to the authority of the Secretary General and may be assigned to any activities
or offices of the Organization.

ICAO staff members are expected to conduct themselves in a manner befitting their status as international civil servants. In this connection,
ICAO has incorporated the 2001 Standards of Conduct for the International Civil Service into the ICAO Personnel Instructions. A copy of
the Standards of Conduct is available on the ICAO employment website at http://www.icao.int/employment.

This vacancy is open to both female and male candidates. In order to increase the number of women at all levels, women are
particularly invited to apply for vacant posts, as well as for roster evaluation for future vacancies.

ICAO has established family-friendly policies for its staff members.

The statutory retirement age for staff entering or re-entering service after 1 January 1990 is 62. For external applicants, only those who are
expected to complete a term of appointment will normally be considered.
PC 2009/72/P-3




HOW TO APPLY

Interested candidates should download and complete the ICAO Application-for-Employment Form for submission to the Human Resources
Branch. This is the basic document for evaluation of candidates and must be FULLY completed in order to be considered. If extra pages
are needed, page no. 4 should be copied in the required number in order to complete the form.

ICAO staff members, as well as staff members from other UN International Organizations or Specialized Agencies, may submit with their
application a scanned copy of their two latest annual performance appraisal reports.

In all cases quote the vacancy notice number. Applications should be submitted with a letter demonstrating how your
professional experience and competencies match those expressed in the vacancy notice.

The form, if not available locally, may be obtained from Chief, Human Resources Branch, International Civil Aviation Organization
999 University Street, Suite 4.35, Montral, Quebec, CANADA H3C 5H7, fax no.: 514-954-6415, e-mail: recruitment@icao.int or by
accessing the ICAO employment website at http://www.icao.int/employment. The application form is also available from the ICAO Regional
Offices in Bangkok, Cairo, Dakar, Lima, Mexico City, Nairobi and Paris.

For candidates appointed from other UN International Organizations or Specialized Agencies, transfer and/or secondment arrangements
under the Inter-Agency Mobility Agreement may be considered.


ONLY APPLICANTS WHO ARE UNDER SERIOUS CONSIDERATION WILL BE CONTACTED AND INTERVIEWED.


Date of issue of Vacancy Notice: 30 November 2009