ECMWF – User Engagement Manager – Copernicus Services

ECMWF, Shinfield Park, Reading, UK
Closing date: 26 March 2019

Summary of the role
ECMWF is recruiting a User Engagement Manager within the Copernicus Services Department.

The User Engagement Manager will lead the development and growth of the user uptake for both CAMS and C3S services. He or she will be a member of the Copernicus management team and will report to the Director of Copernicus.

Currently, there are over 50,000 CAMS and C3S registered users, from both the public and the private sectors, with very diverse backgrounds and needs, and are from different communities, such as scientific, research, academia, policy makers at EU, national and local levels, down-stream service providers, businesses, private users and the public in general.
The scope of this role is to consolidate and increase the users base and audiences of both services, by proactively engaging with our users and clients, by responding to existing user requirements and needs, as well as identifying new and emerging needs.

The successful candidate will work closely with the ECMWF Copernicus scientific, operational, communications, training and user support teams to ensure that the services and products fulfil current and evolving users’ needs and expectations, both in terms of products and quality of service. He or she will establish and maintain relationships with existing and new users, engaging with them throughout their journey as “clients” of the CAMS and C3S services. He or she will represent and promote the ECMWF Copernicus services with stakeholders, partners and the different user communities.

This role will involve frequent travel within Europe, in particular to Brussels.

Main duties and key responsibilities
The main duties and responsibilities are the following:

  • Driving the adoption of CAMS and C3S products to increase uptake and impact, and deliver high user satisfaction
  • Promoting the CAMS and C3S products and services to stakeholders, partners and user communities
  • Presenting and showcasing the CAMS and C3S services in high level meetings, workshops, events, and international fora
  • Creating and managing user engagement, building and maintaining strong relationships with key users and communities, identifying new prospects
  • Developing impactful marketing and value proposition materials and strategies adapted to the different audiences and user communities, in close coordination with the Communications team
  • Analysing CAMS and C3S positioning in their worldwide landscape, proposing strategies and action plans to reinforce the reputation and position of CAMS and C3S in their ecosystem
  • Working closely with existing and new users to match their needs with service products
  • Creating and identifying new opportunities to on board new users or clients, pursue these opportunities proactively, maintain open lines of communication with users, and accompany users in their journey to ensure that the CAMS and C3S products and quality of service fulfils their needs
  • Acting as the “voice” of the user, and liaising with ECMWF Copernicus scientific, operational and user support teams to ensure delivery of services/tools/applications tailored to user needs
  • Liaising with institutional bodies at European level, to ensure fitness for purpose of the Services to inform relevant regulations, legislations, etc.
  • Ensuring that CAMS and C3S products are adapted to user needs, including as required the development of tailored-made use-cases, turn-key solutions or demonstrators
  • Collecting the necessary feedback from the user uptake activities from across the two Services and maintaining the relevant User Requirement Data Bases (URDB) and the User Requirement Analysis Documents (URAD)
  • Developing the annual user uptake strategy, and implementing the associated work plans
  • Contributing to the regular reporting required by the European Commission
  • Contributing to the development of the Services Evolution Strategies, based on user feedback and in close coordination with the Heads of CAMS and C3S services

Grade remuneration
The successful candidate will be recruited at the A4 grade, according to the scales of the Co-ordinated Organisations and the annual basic salary will be £84,907.44 net of tax. This position is assigned to the employment category STF-PL as defined in the Staff Regulations.

Full details of salary scales and allowances are available on the ECMWF website at www.ecmwf.int/en/about/jobs, including the Centre’s Staff Regulations regarding the terms and conditions of employment.

Starting date: As soon as possible.
Length of contract: To 30 September 2021, with the possibility of renewal depending on the funding of the next phase of the Copernicus programme (2021-2027).

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