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Recrutement d’un consultant principal pour soutenir la mise en œuvre de la gestion de la relation client (CRM) pour NSO

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REQUEST FOR EXPRESSION OF INTEREST

SENIOR CONSULTANT TO SUPPORT IMPLEMENTATION OF THE CLIENT RELATIONSHIP MANAGEMENT (CRM)

NON-SOVEREIGN OPERATIONS AND PRIVATE SECTOR SUPPORT DEPARTMENT (PINS)

 

Dear Sir/Madam

  1. The African Development Bank hereby invites Senior Consultants to indicate their interest in the following Assignment : Senior Consultant to Support the implementation of the Client Relationship Management (CRM) for NSO ;
  1. The main objective of the Assignment is to contribute to the implementation of the Customer Relationship Management platform to support Private Sector Development in general, and business development efforts of operational departments ;
  1. The services to be provided under the Assignment are as follows :
  • Work with the Implementation team to ensure the client relationship management processes including client database setup, funding request, market segmentation, etc. are well articulated and is in conformity with best practices and standards of a CRM System ;
  • Define and implement the strategy and resources to ensure the effective appropriation of a Client ;
  • Relationship Management (CRM) system by the Bank’s Private Sector stakeholders. This includes determining areas where change management is needed, developing an action plan accordingly, developing and executing a communication plan to address key audiences and developing a support plan for internal and/or external communities ;
  • Define, conduct and organize user acceptance test cases and plans to ensure the requirements are well implemented.

  1. Profile of the Consultant :

The Consultant should have a minimum of the following :

  • At least Master/Engineering degree in Computer Science, software engineering or relevant area. A proven track record of at least five years in CRM and/ business processes;[1] ;
  • Masters level education (or equivalent) or above in areas related to finance, economics, accounting, marketing or financial engineering ;
  • Capacity to work fully independently ;
  • Preferably, experience in Africa and/or in other developing regions ;
  • Experience working with multilateral development banks is desirable. Training experience and knowledge transfer skills are desirable ;
  • Fluency in English or French is essential, whilst knowledge of the other language is desirable ;
  • Being able to work as part of complex multidisciplinary teams is essential for all consultants assigned.
  1. The NSO and Private Sector Support Department invites Individual Consultants to indicate their interest in providing the above-described services. Interested Consultants shall provide information. Consultants are expected to submit excel samples of their work (with allowance to protect any confidential information as appropriate) to demonstrate their capabilities in this regard. on their qualifications and experience demonstrating their ability to undertake this Assignment (documents, reference to similar services, experience in similar assignments, etc…).
  1. The eligibility criteria, the establishment of a short list and the selection procedure shall be in conformity with the Bank’s Rules and Procedure for Acquisition of Consulting Services funded by the Administrative or Capital Expenditure Budget. Please, note that interest expressed by a Consultant does not imply any obligation on the part of the Bank to include him/her in the shortlist ;
  1. The assignment will be for a period of six (6) working months and the estimated starting date will be February 15, 2020 ;
  1. Interested Senior Consultants may obtain further information at the email address below during the Bank’s working hours: from 09 :00 to 17 :00 hours ;
  1. Expressions of interest must be received by email at the address below no later than Friday 24 January 2019, at 18h00 local time in Abidjan, specifically mentioning Senior Consultant to Support Implementation of the Customer Relationship Management ( CRM).

For the attention of : Kamel Saidi : k.saidi@afdb.org and Mouna ZAHMOUL : m.zahmoul@afdb.org

ESTABLISHMENT OF THE SHORT LIST :

  1. A shortlist of three to six individual consultants will be established at the end the request of expressions of interest. The consultants on the shortlist will be judged on the following criteria based on their updated resume.
Level of education in general20%
Educational level compared to the field of mission20%
Years of experience in general20%
Number of years of experience relevant to the mission40%

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