Client Relations Officer Investment for Industrial Transformation and Employment (“INVITE”)

The Government of the Republic of Uganda represented by the Ministry of Finance and Economic Development, in collaboration with the International Development Association (IDA) and other development partners including the Netherlands, the United Kingdom and Sweden is implementing the Industrial Transformation and Employment (INVITE) project. The Project is financed by IDA and by a Multi Donor Trust Fund (MDTF).

The Project comprises four components namely, Component 1: Mitigating the Impact of COVID-19 with a focus on the Manufacturing and Exporting Sectors Driving Economic Transformation, including Refugee and Hosting Districts; Component 2: Creating New Product and Transformative Assets including in Refugee and Host Districts; Component 3: Enhancing Capabilities in Public Institutions and Private Firms; and Component 4: Implementation Support, Monitoring, and Evaluation.

The Export Firm Support (EFS) is under Component 3 of INVITE and focuses on developing firm capacity and expanding access to market opportunities through different interventions targeting exporters (and potential exporters) in identifying export opportunities and meeting consumer demand through specialized support.

Purpose of the Assignment
The project plans to support exporters and potential exporters with the assistance of local and international consultants. The advisory services will help firms identify export opportunities and meet consumers’ demands through specialized technical assistance and capacity-building activities. Specialized overseas consultants will be made available, should firms have a need to gain knowledge about how importing processes work in foreign markets. The program targets exporters and potential exporters of manufactured and semi-manufactured products with some value added (commodities are excluded).

The specific areas for support under the Export Firm Support (EFS) program, will be prioritized by the exporting/potential exporter firms’ managers with the objective of focusing on those areas where the returns in terms of exports volumes and values are higher. The supported interventions will be implemented over a 12-month period. In addition to consulting support services from local consultants, firms may receive support from consultants established in the target markets and that have knowledge and access to specific clients and will also act as mentors and assist firms to identify and contact potential clients.

The ESF will focus on formal private business entities that are legally established and headquartered in Uganda and with established business interests in the targeted manufacturing and semi-manufacturing sectors.

Objectives of the Assignment
The objective of this assignment is to provide client relations support including hand-holding and guidance under the Export Firm Support program. The Client Relations Officer – ESF, will manage the front desk and provide preliminary information about the Program and available support. S/he will be charged with maintaining an inventory of all client requirements including but not limited to supported activities and be a depository of information regarding all subscribers of the Program. The resource will also document any transformational shift in the demands by prospects to allow for targeted program formatting in the future.

The EFS program is designed to boost Ugandan firm exports in value-added manufactured products to regional and high-income markets. It will support potential and existing exporters to enter new export markets or expand their presence. Support will focus on upgrading firms’ organizational and production capacities and their capabilities to deliver to the demand of foreign buyers. The Client Relations Officer – ESF will be responsible for managing all client related issues including physical and telephone enquiries about the Program. The Officer will also support the Program Manager by constantly checking the Online Platform to ensure that all client application entry status is accurately reflected on the system dashboard and bringing to the attention of the latter any pending or incomplete transactions.

Scope of Work
1) Promote the EFS program to all potential clients through availing relevant literature and documents to the same.
2) Identify and interview potential clients for the Program support.
3) Maintain a backup of an application register of client files for records management.
4) Manage communication with prospects and program clients.
5) Attend to incoming telephone calls and direct the same to the appropriate person with due courtesy and care.
6) Provide Program related information when requested for by internal and external customers.
7) Liaise with the IT Program Officer and share updates on the Online Platform with public and PSFU staff.
8) Develop and manage an electronic file database of all prospects and beneficiaries of the Program.
9) In consultation with the Program Manager, share performance updates with the clients and document feedback.
10) With the Program Manager’s guidance, work with the International Business Market Advisory Centre (International Consultants) to undertake client verification and due diligence.
11) Working with the Program M&E Officer, administer any client entry and exit surveys.
12) Document lessons learnt and recommended performance improvement actions to sustain innovation and ensure absorption of available resources.
13) Undertake any such duties as shall be assigned from time to time by the Program Manager.

Qualification and experience
The ideal candidate will have at least 5 years’ experience of delivering high quality client portfolio management, with the ability to identify and manage a range of client solutions. The CRO will be proficient and possess technical competences and business awareness with a client focus. S/he will understand the importance of client relationships, know how to communicate and support the Program’s desire to professionally engage closely with clients. The Client Relations Officer shall specifically have the following requirements:
(a) Possess an Honors degree in Business Administration, Economics, Commerce, Marketing, ICT, Social Sciences, Communication or related disciplines.
(b) A post graduate qualification and or training in Communication and Public Relations and Project Management, or relationship management will be an added advantage.
(c) Good understanding and appreciation of private sector development issues in Uganda including export trade.
(d) Strong and proven communication, interpersonal and presentation skills.
(e) Excellent Computer skills including but not limited to MS Word, Excel, Project and Power Point.
(f) Proven integrity, versatility, and clean record in program implementation.

Key Results /Outputs
1) Monthly briefs to the Program Manager on activities undertaken
2) Periodically updated electronic database of potential prospects and clients
3) Other performance reports as may be required by the supervisor
4) Timely response to all Program related enquiries via telephone and physical contact.

Reporting:
The Client Relations Officer – EFS shall report to the Program Manager – ESF

Deadline: 07/05/2024