Data Management Advisor Gesellschaft für Internationale Zusammenarbeit (GIZ)

The Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH is the implementing agency of the Federal Republic of Germany for technical and international cooperation. It offers flexible, sustainable and effective solutions in political, economic and social change processes. Most of the work of GIZ is commissioned by the German Federal Ministry for Economic Cooperation and Development (BMZ). GIZ also operates on behalf of other German ministries as well as public and private bodies in Germany and abroad. These include the European Commission, the United Nations, the World Bank and governments of other countries.
The upcoming phase of the Programme “Strengthening Good Financial Governance in Zambia (GFG)” is funded by the German Federal Ministry for Economic Cooperation and Development (BMZ), the European Union (EU), and the United States Agency for International Development (USAID). Its objective is to strengthen financial governance in Zambia in terms of transparency, accountability, citizen-orientation and efficiency.

In this context, GIZ is seeking a suitable candidate to fill the following position:

Customer Experience and Stakeholder Management Advisor – (Lusaka based)

REF: GIZ_GFG_CESMA

Main tasks and responsibilities:

• Support Zambia Revenue Authority (ZRA) in further developing their customer experience strategy/plan and operationalization of the respective measures.
• Support ZRA in the cooperation with local governments (further development of the implementation strategy for ZRA – councils’ cooperation and operationalization of respective measures).
• Support ZRA in the rollout of e-learning format, especially through the Moodle-based Atingi e-learning platform.
• Identify capacity building needs (on the organizational and individual level) for ZRA in the respective areas.
• Support ZRA in donor coordination.
• Support the programmes’ efforts in monitoring, evaluation, reporting as well as knowledge management in the area of tax and customs administration.
• Support the programmes’ efforts in public relations in the area of tax and customs administration.
• Support the steering of external experts and consultancies.
• Where appropriate and reasonable, the position holder is expected to perform tasks outside the scope of the job description, especially in case the core partner ZRA requests technical support in further areas not mentioned here.

Required qualifications

• University degree in an area relevant to the program’s objectives, such as business administration, public administration, marketing, social or development studies, etc.

Professional experience

• Experience working in customer relationship management.
• Experience with e-learning, ideally in the design of e-learning content.
• High affinity to latest IT applications, e.g., Microsoft applications and customer service software.
• Experience working in local revenue management is an asset.
• Experience working in/with ZRA and/or a local government entity is desirable.
• Professional experience in organizations of bilateral or multilateral development cooperations is an asset.

Other knowledge and additional competences:

• Willingness to acquire new knowledge as required by the assigned tasks
• Strong commitment to the programme’s mandate, team spirit, reliability and diplomatic skills
• Strong intercultural competence and gender sensitivity.
• Strong advisory competence, conceptual skills and ideally experience with the use of agile methods
• Excellent communication and writing skills in English.