Consultant (Marketing & CRM Data Analyst)

Title of Assignment: Consultant (Marketing & CRM Data Analyst) 

Name of unit/sector: Customer Experience Section (CES), Customer Experience, Marketing, and Digital Engagement Division

Place of Contract: World Intellectual Property Organization (WIPO) Headquarters, Geneva. Switzerland

Expected places of travel (if applicable): N/A

Expected duration of the contract: 6 months (pilot assignment, with possibility of extension subject to the satisfactory performance of the Contractor and the availability of funds)

1. Objectives of the assignment

Under the supervision of the Customer Experience Section, the Contractor will provide support to enable data-driven improvement and decision-making in the marketing area of WIPO. 

The Contractor is expected to deliver defined work packages including mapping and improving marketing–CRM data flows, producing actionable analytical insights, and translating them into recommendations that can improve marketing effectiveness and operational efficiency. The Contractor is also expected to liaise with relevant WIPO teams to align data models, dashboards, and governance with the organizational standards.

2. Deliverables

During the 6-month pilot, the Contractor will deliver the following measurable, time-bound work packages:

1) Marketing–CRM data flow mapping & governance
•     Take inventory and document data sources relevant to marketing outreach activities (e.g., Mailchimp, Microsoft Dynamics 365 CRM, web analytics, webinar/event tools).
•     Liaise with the Data Management & Governance Section to align data dictionaries, field mappings, and data quality requirements.
•     Propose and document a data quality framework (e.g., naming, deduplication rules, frequency caps, subscribe/unsubscribe handling).
•     Document business requirements for CRM data integration: marketing-specific inputs/outputs, and refresh cadence. Liaise with Information Security to follow WIPO's privacy & retention considerations.

2) Campaign & email performance analytics and improvement
•     Establish a pilot KPI taxonomy aligned to the marketing funnel (Awareness/Interest/Consideration/Action) and CX outcomes.
•     Build pre/post and longitudinal analyses for priority campaigns; produce monthly & quarterly performance reports with narrative insights.
•     Design and evaluate A/B and multivariate tests (subject lines, speed, creative, segmentation); quantify impact and recommend roll‑outs.
•     Conduct deliverability, list‑health and fatigue analysis (unsubscribes, bounces, complaint rates); propose frequency‑cap policies by segment.

3) Customer insights & segmentation
•     Develop actionable audience segments/cohorts using available attributes and behaviors (e.g., sector, geography, recency/frequency).
•     Create simple engagement or propensity scores using descriptive analytics; recommend next‑best‑action content and channel mix.
•     Surface opportunities/gaps for underserved groups and propose tailored messaging paths with product teams.

4) Dashboards & reporting
•     Design executive and operational dashboards (Power BI / Tableau/Excel) combining campaigns, Mailchimp, and CRM metrics; ensure reproducibility and alignment with enterprise look and feel.
•     Publish a monthly ‘Channel Insights’ one‑pager for product owners; maintain a quarterly CX analytics review (cross‑segment and by campaign).
•     Document methods and data lineage so outputs can be maintained over time.

5) Collaboration with Data/BI and CRM Service Provider
•     Translate marketing questions into data requirements; co‑define backlog items with CRM and BI (fields, APIs, reports).
•     Participate in privacy/compliance reviews; ensure analytics respects internal policies and applicable regulations.
•     Contribute to QA/UAT for analytics features in CRM (dashboards, segments, automation triggers).

6) Enablement, documentation & knowledge transfer
•     Create lightweight playbooks/templates for internal use: campaign measurement plan, intake brief, and KPI glossary.
•     Deliver brown‑bag training for requesters.
•     Maintain a living repository (SharePoint/Confluence) with all documentation and tips.

7) Other duties
Assist CES colleagues with ongoing projects and cross‑team coordination when analytics or scoping support is required.

3. Reporting

The Contractor reports to the Digital Marketing Officer, Customer Experience Section.

4. Requirements

Education (Essential)

•     First‑level university degree in statistics/data science, economics, marketing analytics, information systems, or related fields.

Education (Desirable)

•     Formal training with certifications from acknowledged institutions in one or more of the following – customer relationship management (CRM), business intelligence (BI), or data visualization (e.g., HubSpot Academy, Microsoft Data Analyst, Tableau/Power BI certifications).

Experience (Essential)

•     Minimum 4 years of marketing analytics experience covering marketing, campaign, and customer‑behavior analysis.
•     Hands‑on experience with marketing and CRM platforms (e.g., Microsoft Dynamics 365 and Mailchimp) and data visualization (Power BI or Tableau).
•     Proven ability to build dashboards and analytical reports and to translate findings into business recommendations.
•     Experience in A/B testing design and evaluation; exposure to attribution concepts.
•     Familiarity with data querying and processing (advanced Excel; SQL desirable; Python/R a plus).

Experience (Desirable)

•     Experience in Marketing CRM implementations or analytics integrations (e.g., requirements gathering, testing, rollout, etc.).
•     Experience working in international or multilateral organizations.

Language (Essential)

•     Excellent knowledge of written and spoken English.

Language (Desirable)

•     Knowledge of other UN languages.

Job Related Competencies (Essential)

•     Strong analytical rigor and data storytelling; ability to communicate complex findings to non‑technical audiences.
•     Customer‑centric mindset with proven stakeholder management skills.
•     High standards of accuracy, attention to detail and documentation discipline.
•     Respect for diversity and ability to work effectively in a multi‑cultural environment.

5. Duration of assignment and payment

6 months (pilot assignment, with possibility of extension subject to the satisfactory performance of the Contractor and the availability of funds.), full‑time (100%). Expected starting date to be agreed. 

Payment will be made on a monthly basis, subject to submission of invoices by the Contractor, satisfactory completion of services and deliverables.

Applicants are requested to provide an indication of their remuneration expectations in Swiss francs (daily rate).

6. Other information

ICS contractors fall outside the coverage of employment contracts for WIPO Staff members and are not subject to the WIPO Staff Regulations and Rules. The contractor has no entitlement to vacation or sick leave, except for WIPO official holidays, or to medical insurance or staff pension. Absences from work will be deducted from the contractor’s payment on a pro-rated basis.