Customer Relations Management and Commercial Management Specialist...

Job Description

The “Strengthening the Resilience of Water Utilities project” in Jordan is seeking a “Customer Relations Management and Commercial Management Specialist” - on a full time base employment
Major Responsibilities:
The position holder is responsible for:
1) Supporting customer-orientation and enabling ROUs to improve customer service, including introduction of new procedures and skills:

  • Identifying priority areas of intervention in commercial management in close cooperation with counterparts;

  • Designing and implementing tailor-made technical assistance based on ROU needs;

2) Supporting and enabling ROUs in the implementation of improved commercial management and customer relations management:

  • Staff capacity building including training in commercial management procedures, customer service skills, technical and interpersonal skills; coaching and mentoring;

  • Supporting adaptation and roll-out of web-based commercial management software, programming of commercial management processes, workflows;

3) Integration of GIS-based applications in customer management processes

  • Supporting adaptation, customization and roll-out of GIS functions;

  • Coaching of users;

4) Coordination

  • Acting as focal point of a working group (Commercial management) with other GIZ project staff and consultants;

  • Planning and coordinating activities of the working group across all ROUs;

  • Coordination and Cooperation with 5 other working group;

  • Acting as focal point for one Regional Operating Unit for all activities;

Other relevant tasks and duties as required and agreed upon with the Project Manager.
About the Project:
GIZ provides services worldwide in the field of international cooperation for sustainable development. With over 50 years of experience in a wide variety of areas, including economic development and employment, energy and the environment, and peace and security, the diverse expertise of our federal enterprise is in demand around the globe.
We have been working in Jordan for over 40 years, and since 2001, water has been a priority in Jordanian-German cooperation. Jordan is one of the world’s most water-scarce countries. The available water resources – especially groundwater – have been heavily over-used for years. At the same time, the pressure on water resources continues to increase due to population growth, the impact of climate change and economic development. Despite these challenges, the government of Jordan provides almost universal access for drinking water and improved sanitation.

GIZ supports water utilities in improving their economic performance, which means GIZ assists water utilities in finding ways to increase their revenues; this could be through the improvement of commercial management procedures, such as billing and collection, accounts receivable management and better operation and maintenance or other measures. GIZ wishes to support utility staff to implement their ideas, enabling them to improve their performance and job satisfaction.


Required qualifications, competences and experience
Formal Education:

  • University Degree (BA/BSc) in Business, IT or Engineering;
    Professional Experience:

  • At least10 years of relevant professional experience;

  • Extensive work experience in water utility management;

  • Proven track-record of supporting customer relationship management;

  • Experience in commercial management procedures (account receivables management);

  • Experience in digitalization of commercial management processes, software development;

  • Experience in user coaching (formal and informal on-the-job training) and development of user manuals / training material;

  • Work experience in and/or with government institutions, particularly in the Jordanian water sector is an asset;

  • Work experience in development cooperation is desirable, working experience in or with GIZ or other donor organisations is an asset;


Other Knowledge, additional competences:

  • Excellent knowledge of Arabic and English, both spoken and written;

  • Must have driving licence and willingness to commute between different branch offices;

  • Ability to supervise consultants, manage local contract, if necessary;

  • Flexibility, team player spirit, amicable and excellent communication skills are essential;

  • Oracle database programing and management;

  • Long-standing experiences in using and customizing Geographic Information System (GIS) for customer and commercial management application;


Job Details

Job Location

Amman, Jordan

Company Industry

Community/Social Services/and Nonprofit

Company Type

Employer (Private Sector)

Job Role

Support Services

Employment Type

Full Time Employee

Monthly Salary Range


Number of Vacancies


Preferred Candidate

Career Level


Years of Experience

Min: 10


Bachelor's degree / higher diploma


Business, IT or Engineering