Request for Expression of Interest
(Consulting Services – Individual Selection)
Senior Project Marketing and Social Media Engagement Officer for National ID Program
Country: Ethiopia
Project: Ethiopia Digital ID for Inclusion and Services Project
Project ID: P179040
Assignment Title: Marketing and Social Media Engagement Officer
Reference No.: ET-NIDP-461780-CS-INDV
Duty Station: NIDP Head Office, Addis Ababa
The Federal Democratic Republic of Ethiopia, Ministry of Finance (MoF), has received financing from the World Bank toward the cost of the Ethiopia Digital ID for Inclusion and Services Project. National ID Program, the ultimate project implementer intends to apply part of the proceeds for selecting of individual experts.
National ID Program as part of the project implementation program is looking for an Individual expert that supports the NIDP on Public Engagement. Experienced individual experts who have experience, seasoned, enthusiastic and passionate for the position of Marketing and Social Media Engagement Officer are invited to express their interest for the assignment.
The Marketing and Social Media Engagement Officer will play a pivotal role in managing online community engagement, coordinating marketing events, and supporting online social media grievance management. The officer will also provide timely reporting and contribute to the organization's communication strategies.
Specific responsibilities for the Marketing and Social Media Engagement Officer will include, but are not limited to, the following core activities:
- Community Engagement:
- Monitor and manage social media channels, responding promptly to audience interactions and fostering positive engagement.
- Address public comments and direct messages, managing customer service issues and inquiries.
- Collaborate with the Public Engagement Officer to update FAQs and automate responses based on daily feedback.
- Coordinate with relevant departments to address audience grievances through official channels, including the NIDP grievance portal (id.et/help) and social media.
- Refer unresolved grievances to the appropriate departments and ensure follow-up.
- support the work of the program's Digital Content team by providing insights from audience engagements to create relevant content and posts addressing recurring customer concerns.
- Event Coordination and Promotions
- Support marketing and promotional events to enhance brand visibility.
- Assist in planning and executing trade shows, seminars, and workshops.
- Play the leading role in maintaining the reporting framework
- Develop weekly/monthly reports detailing engagement metrics, updated FAQs, and improvement proposals.
- Collaborate with the Public Engagement Officer to integrate feedback into FAQs regularly.
- Contribute to annual performance reporting aligned with customer satisfaction and grievance management KPIs.
National ID Program, Digital ID for Inclusion and Services Project now invites eligible Individual Experts to indicate their interest to provide the Services. Interested Individual Experts should provide information demonstrating that they have the required qualifications and relevant experience to perform the services for a period of one year with possibility of extension for additional period subject to outstanding performance of the expert and availability of budget. The shortlisting criteria include the following;
- University degree in any field.
- Minimum of two years of proven experience in managing social media engagement and digital service management. Experience in working with public service sector is desirable
- Proficiency in creating audience-focused written content and tailored customer responses.
- Strong understanding of audience needs and project goals.
- Receptive to feedback and demonstrates effective problem-solving skills.
- Highly professional in meeting deadlines and delivering quality work
The selection method is based on para 7.36 and 7.37 of the World Bank’s Procurement Regulation.
The attention of interested individual is drawn to Section III, paragraphs, 3.14, 3.16, and 3.17 of the World Bank’s “Procurement Regulations for IPF Borrowers” July 2016 (“Procurement Regulations”) revised November 2017, August 2018, September 2023, setting forth the World Bank’s policy on conflict of interest. An individual will be selected in accordance with the Selection of Individual Consultant (Section V) method set out in the Procurement Regulations.
Expressions of interest (CV, cover letter and documentary evidence for fulfilling the qualifications) must be delivered in a written form to the address below by E-mail on or before January 27th, 2025. Further information can be obtained, by email at the below address during office hours from 8:30 AM to 5:30 PM Addis Ababa time:
Federal Democratic Republic of Ethiopia,
National ID Program (NIDP), Digital ID for Inclusion and Services Project
Attn: Project Management Unit (PMU),
Address: Welosefer Bole, Ethio-China St, INSA Building, 15th Floor, Addis Ababa, Ethiopia
Tele- +251-911-446582 or +251-912-200295
E-mail: zelalem@id.gov.et, nejmedin@id.gov.et, mesfin@id.gov.et
Website: https://id.gov.et/
Addis Ababa, Ethiopia