Community Feedback Mechanism Team Leader (Yemen)

About the role

The Community Feedback Mechanism (CFM) Team Leader provides leadership, technical guidance and operational oversight of NRC’s CFM at country level in Yemen. The role supervises CFM Assistants, ensures ethical management of feedback and guarantees accessible, safe and effective feedback channels for affected communities.

Key responsibilities

• Lead line‑management for CFM staff, including performance management, recruitment, induction and staff development.
• Ensure all feedback channels (helplines, hotlines, digital platforms, community boxes, helpdesks) are functional, accessible and trusted.
• Oversee daily operations of the centralized CFM centre, manage workload, quality‑control case logging and coordinate timely referrals and loop‑closure.
• Conduct regular field visits to displacement camps and project sites to monitor implementation and identify gaps.
• Develop and update national CFM SOPs, tools and referral pathways, and provide technical supervision on handling sensitive feedback.

Required profile

• Minimum 4 years of experience in accountability, safeguarding, protection, community engagement or MEAL, with previous national‑level CFM management.
• Bachelor’s or Master’s degree in a relevant field.
• Strong knowledge of CEA, PSEA, child safeguarding and the Core Humanitarian Standard, and experience working in emergency or post‑conflict settings supporting IDPs.

Required skills

• Data analysis and interpretation of trends.
• Experience with mobile and online data collection systems and data‑management platforms.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Familiarity with Microsoft 365 collaboration tools such as SharePoint, Teams, OneDrive and Planner.