The Organizational Setting

The International Civil Aviation Organization (ICAO) sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security, facilitation and environmental protection. To that effect, ICAO is a knowledge-based organization engaged in activities to manage and disseminate specialized international Civil Aviation standards, guidance and related knowledge products, while providing holistic support to States to help them achieve compliance with ICAO SARPs.

The Capacity Building and Implementation (CDI) Bureau is responsible for the No Country Left Behind (NCLB) strategic goal of ICAO. The Bureau offers needs-based implementation support to States through projects and innovative products to assist them in implementing effective and sustainable solutions that address their specific needs and challenges. The Bureau is also responsible for the Organization’s revenue-generating activities, offering a portfolio of products and services that respond to the evolving needs of States and other stakeholders, while supporting financial sustainability and long-term organizational effectiveness.

Within CDI, the E-Commerce and Publications Sales Unit (ECP) is responsible for all technical and operational aspects of the ICAO ecommerce platform as well as the sales and distribution of ICAO publications and products. The unit helps ensure that publications and related business services are effectively managed across product ownership, sales and licensing models, operational delivery, customer support, and supporting business processes and platforms.

Under the supervision of the Head, E-commerce and Publication Sales (ECP), the incumbent supports the day-to-day business coordination and delivery of ICAO’s publications, including sales and licensing activities, operational follow-up, and product support. The Head of ECP establishes priorities, work plans and expected results, provides guidance on the approach to assignments, and reviews work progress and completed outputs. The incumbent coordinates activities and the work of assigned personnel, liaises with relevant internal and external stakeholders, and refers complex, sensitive or high-impact matters to the Head of ECP for direction.

Major duties and Responsibilities

Function 1 (incl. Expected results)

Assists in the coordination and delivery of ICAO’s publications line across print and digital distribution channels, including the Organization’s digital publications platform, achieving results such as:

Coordinate activities supporting the delivery of the publications across print and digital distribution channels, including product setup, availability, presentation and customer access.
Assist the Head, ECP in developing publication sales and revenue objectives for the publications line.
Carry out and follow up on assigned business and operational activities supporting publication sales and revenue objectives, reporting progress, issues and risks to the Head of ECP.
Gather and document publication-related business requirements affecting product availability, access, presentation and customer experience across the digital publications platform.
Ensure effective coordination of publication-related business practices, workflows and distribution arrangements in support of service quality, business effectiveness and efficient delivery.

Function 2 (incl. Expected results)

Prepares and administers sales, licensing and access models for ICAO publications, with particular attention to organizational customers, achieving results such as:

Research, prepare and support the implementation of sales, licensing and access arrangements for publications, including multi-user, reseller and subscription models, in accordance with established policies and priorities.
Maintain relationships and follow-up with key publication customers, resellers and other partners, using CRM to record, track business development activities, opportunities and follow up, as applicable.
Coordinate internal review and follow-up of publication-related licensing and business arrangements, in consultation with relevant internal stakeholders.
Identify and document opportunities to strengthen the integration of publications within CDI’s broader portfolio of products and services.
Align publication sales and licensing activities with relevant CDI functions.

Function 3 (incl. Expected results)

Coordinates publication-related operational, administrative and product support activities, achieving results such as:

Coordinate and follow up on the work of assigned staff supporting publication-related operational and product support activities.
Monitor workloads, service requirements and operational deadlines, including during periods of peak demand.
Provide guidance and practical support to assigned staff, on work requirements, procedures and service standards.
Facilitate the handling and follow-up of publication-related operational issues, escalations and second-level support matters.
Apply operational procedures, controls and working practices and identify issues or improvements for review by the Head of ECP.

Function 4 (incl. Expected results)

Supports publication-related business processes and cross-functional activities in the Organization’s sales, service, support and distribution environment, achieving results such as:

Work with customer support functions, including through relevant CRM or case management processes, on publication-related customer issues, enquiries, service requests and escalations.
Coordinate with relevant sales, e-commerce and platform operations functions on the setup, availability, access, presentation and ongoing delivery of ICAO publications.
Liaise with Languages and Publications and other relevant stakeholders involved in the publication preparation and release process to support smooth operational handoff, product readiness and timely market availability.
Liaise with originating Bureaus to gather and clarify information related to on publication availability, sales readiness, customer-facing considerations and publication-related business requirements.
Follow up with other relevant internal stakeholders as required, on publication-related processes, operational issues, service continuity and delivery.

Function 5 (incl. Expected results)

Monitors publications business performance, customer needs and the effectiveness of sales and distribution methods, achieving results such as:

Monitor sales performance, revenue trends, customer demand and the effectiveness of sales and distribution methods to identify issues, risks and opportunities for improvement.
Review relevant business, customer and operational information and prepare findings and recommendations for consideration by the Head of ECP.
Support the implementation and follow-up of practical measures to improve business performance, customer uptake and service quality.
Prepare analyses, reports and management inputs on publications business performance, priorities and emerging issues, as required.
Keep abreast of relevant market, customer and distribution developments and summarize their potential implications for ICAO publications.

Function 6 (incl. Expected results)

Provides direct operational and product support for priority publication-related activities, as required, achieving results such as:

Provide hands-on support for publication-related products, operational and customer service activities requiring timely follow-up.
Assist in resolving publication-related operational or customer service issues.
Support priority activities during periods of peak demand or operational disruption.

Function 7 (incl. Expected results)

Performs other related duties, as assigned.

Qualifications and Experience

Education

Essential

An advanced-level university degree (Master's degree or academic equivalent) in business administration, commerce, management, or publishing, or related field, is required. A first-level university degree in combination with two additional years of qualifying experience in publications, business management, sales, licensing, account management, digital distribution, e-commerce, library and information science, product/service delivery coordination/management, or related field, may be accepted in lieu of the advanced university degree.

Essential

Specialized training or certification in publishing, digital content distribution, sales, licensing, account management, or product/service management, is desirable.

Professional experience

Essential

A minimum of two (2) years of experience in managing or coordinating the business delivery of publications, knowledge products, digital content, information-based products or related customer-facing products and services, is required. Experience should include work in one or more of the following areas: publications business management, sales or licensing support, digital distribution, or service delivery coordination.
Experience in assigning, coordinating or reviewing the work of others, or in supporting the day-to-day delivery of operational activities, is required.

Desirable

Experience in working with organizational customers, business-to-business (B2B) arrangements, reseller models, subscription-based offers, licensing arrangements, or other structured access models, is desirable.
Experience in coordinating across multiple internal stakeholders in a matrixed, service-oriented, or international organizational environment, is desirable.
Experience related to digital sales channels, digital publications platforms, e-commerce environments, or customer-facing business systems, is desirable.
Experience in an international organization, public sector, multilateral environment, or similarly complex organizational setting, is desirable.

Languages

Essential

Fluent reading, writing and speaking abilities in English, is required.

Desirable

A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, Spanish), is desirable.

COMPETENCIES

Professionalism: Sound judgement, accountability and reliability in publication-related business, sales, licensing and operational matters. Balanced approach to business, service and organizational priorities; conceptual, analytical and evaluative skills; ability to conduct research and analysis, identify issues, draw conclusions and make recommendations; shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.

Client Orientation: Considers all those to whom services are provided to be “clients ” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; understands the needs of internal and external customers and works to ensure that publication-related products and services are delivered in a responsive, professional and solution-oriented manner; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client.

Communication: Communicates clearly and effectively, both orally and in writing, and is able to present business issues, service considerations and recommendations in a structured and professional manner; asks questions to clarify, and exhibits interest in having two-way communication; tailors language, tone, style, and format to match the audience; demonstrates openness in sharing information and keeping people informed.

Teamwork: Works collaboratively across functions and maintains effective working relationships with team-members, originating Bureaus, customer-facing teams, operational support teams and other stakeholders; solicits input by genuinely valuing others’ ideas and expertise; is willing to learn from others; places team agenda before personal agenda; supports and acts in accordance with final group decision, even when such decisions may not entirely reflect own position; shares credit for team accomplishments and accepts joint responsibility for team shortcomings.

Planning and Organizing: Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently.

Accountability: Takes ownership of all responsibilities and honours commitments; delivers outputs for which one has responsibility within prescribed time, cost and quality standards; operates in compliance with organizational regulations and rules; supports subordinates, provides oversight and takes responsibility for delegated assignments; takes personal responsibility for his/her own shortcomings and those of the work unit, where applicable.

Conditions of Employment

It should be noted that this post is to be filled on a fixed-term basis for an initial period of 3 years (first year is probationary for an external candidate).

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, in accordance with the provisions of the ICAO service code.

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 2013 Standards of Conduct for the International Civil Service into the ICAO Personnel Instructions.

ICAO offers an attractive benefit package to its employees in accordance with the policies of the International Civil Service Commission (ICSC).

The statutory retirement age for staff entering or re-entering service after 1 January 2014 is 65. For external applicants, only those who are expected to complete a term of appointment will normally be considered.

Remuneration:	Level P-2	Net Base Salary per annum	+	Post Adjustment (net) per annum(*)
		USD $56,046		USD $ 20,569

(*) Post Adjustment is subject to change.

Associate Publications Business Officer, Sales & Licensing