Job offer: Customer Relationship Management Tool Subaward Request for Application

TechnoServe is a non-profit, economic development organisation with sustained commitment to its 50-year old founding mission to work with enterprising men and women in the developing world to build competitive farms, businesses, and industries. We are business specialists assisting farmers and other entrepreneurs in 29 countries, increasing their access to information, capital, and markets. The increased income our clients derive enhances resilience and prosperity for their families and communities.

TechnoServe was competitively selected by the UK government’s Foreign, Commonwealth & Development Office (FCDO) to lead part of a seven -year programme – Commercial Agriculture for Smallholders and Agribusinesses (CASA) – focused on driving catalytic change in how investors view and invest in agribusinesses operating in supply chains with significant numbers of smallholder producers. CASA is focused on increasing economic opportunities for smallholder farmers by:

• Enabling more smallholder farmers to engage with and trade into commercial markets;
• Demonstrating the commercial viability of agribusinesses with significant smallholder supply chains and attracting more investment into these businesses;
• Deepening the smallholder impact of investments made by development finance institutions and impact investors.

TechnoServe’s role on CASA is to establish and operate a £10 million Technical Assistance Facility (TAF) to support agribusinesses that have received development finance institution (DFI) or impact investor financing to extend and deepen their smallholder impact. The facility provides grants and technical assistance to agribusinesses that have received financing from a DFI (e.g., BII, FMO) or an impact/patient capital investor (e.g., Dob Equity, Barak Fund) for projects which will increase the volumes of purchases from smallholders and bring new smallholders into business supply chains.

RFA Code: IB38-TAP6

SUBJECT: Customer Relationship Management (CRM) Tool

Purpose of the RFA: Designing and implementing a CRM Tool

Eligible Organisations: Experienced Consultant/Organisations with expertise in developing and implementing robust digitally-enabled Customer Relationship Management platforms in developing countries specifically with technology solutions and design expertise

TechnoServe invites you to participate in this competitive solicitation for proposals related to the design and implementation of a digitally-enabled Customer Relationship Management tool for an input supplier company based in Phnom-Penh, Cambodia. The work will be conducted closely with the CASA Technical Assistance Facility and the company’s team.

Position Location: The project will be completed in Phnom Penh, Cambodia

Anticipated start date: 5th January 2025

Estimated Duration : The timing of the project is January 2025 – February 2026

Duties

• Inception Phase : setting the scene
• Assess current operations, current communication channels and identify gaps and opportunities
• Understand the development plan envisaged by the marketing team
• Call out main users and understand their specific needs, potentially including ;
• Sales and marketing team : support in pushing sales, identify customer needs, provide marketing and technical guidance; collect and analyse qualitative and quantitative feedback…
• Distribution channels: support in how to sell the products and their combinations, providing technical guidance to existing and potential customers, ability to follow stocks and restock, provide feedback…
• Lead farmers: support in promoting the products and their combinations, receive technical information, provide feedback and potentially aggregate demand to local channels…
• End consumers (i.e. farmers): receive technical guidance on how to use biostimulants, ability to feedback and order through local channels…
• Define push and pull functions supporting the overall “phygital” model
• Report on findings
• Design Phase
• Draft architecture of the tool and proposed features based on different types of users and the needs assessment
• Identify specific use cases of the tool and relevant data which will be collected and produced from the tool
• Develop timeline for development, implementation and upscaling
• Present to the company for validation before development
• Development Phase
• Develop a prototype and MVP based on initial requirements that can be tested with a small group of users
• Identify commercial and operational KPIs that should be monitored
• Develop the tool gradually, along two agricultural seasons (wet and dry) for gradual scale up
• Train users on basic use and additional features developed after first season
• Include new features and train the teams to push and pull through the tool, broadcast messages, information and videos
• Monitor and evaluate implementation with users (sales team, channels and consumers)
• Scale up recommendations
• Assess tool implementation, adoption rate and quality of adoption
• Provide guidelines for day-to-day use onward
• Provide scaling up workplan and recommendation up to 2030
• Submission of final report including key findings and lessons learnt

Requirements

• Experienced Consultant / Organisations with expertise in developing and implementing robust digitally-enabled Customer Relationship Management (CRM) platforms in developing countries specifically with technology solutions and curricula development expertise
• Track record of successfully supporting companies in developing and implementing technology enabled CRM models; with experience within developing economies in South East Asia, shared value models and retail networks preferred.
• Expertise in micro-learning in-app messaging, SMS and Whatsapp/Telegram platforms, and experience with designing, developing, implementing push/pull solutions for retail.
• At least 5-7 years of relevant experience required.
• Advanced degree in technology or education, or other relevant fields preferred.
• Experience working with SME businesses required, and experience in the South East Asia region will be reviewed favourably.
• Prior consulting experience will be reviewed favourably.
• Strong stakeholder engagement and communication skills required.
• Demonstrated leadership skills, teamwork and relationship building.
• Proven expert analytical and quantitative skills.
• Excellent written and verbal communication and interpersonal skills.
• Strong computer skills, including tech solutions development, LMS platforms, MS Word, PowerPoint, and Excel.
• Ability to work independently, flexibly, and responsively.
• Ability to adapt to changing working conditions.
• Ability to prioritise and meet deadlines.