Manager, Membership

The Roundtable on Sustainable Palm Oil (RSPO) is a global partnership to make palm oil sustainable. Today, the RSPO is a global, non-profit organisation with over 6,000 voluntary members across 104 countries and territories, representing every link in the supply chain: oil palm producers, palm oil processors and traders, consumer goods manufacturers, retailers, banks and investors, environmental or nature conservation non-governmental organisations (NGOs), and social or developmental NGOs.

At RSPO, we believe that our success is built by the passion, dedication, skills, and expertise of our people. They are the ones who drive our organisation to new heights and guide us through the next phase of our development.

The Manager, Membership supports the Head of Membership in overseeing membership systems, processes, and governance to ensure the effective and compliant management of the organisation's global membership base. This includes ensuring that day-to-day operations, data management, and membership processes are carried out efficiently, consistently, and in alignment with RSPO key documents.

The Manager, Membership shall contribute to strengthening membership engagement through continuous improvements in unit operations, and provide necessary support to the RSPO Secretariat on all membership-related matters.

The location of this role is Kuala Lumpur, Malaysia.

KEY ROLES & RESPONSIBILITIES

Duties include but will not be limited to the following:

1. To oversee and manage the end-to-end membership lifecycle, including applications, renewals, suspensions, terminations, resignation and onboarding of new members, ensuring all processes are conducted in a timely, consistent, and compliant manner.
2. To ensure the effective daily operations of the Membership Unit, including adherence to documented SOPs, internal controls, and governance requirements.
3. To oversee and ensure timely and accurate responses to member and stakeholder queries, in line with established service standards.
4. To manage and continuously improve membership systems and processes, including application, suspension, termination, resignations, database management, and knowledge management, ensuring efficiency and data integrity.
5. To maintain and oversee the RSPO membership database (e.g., Salesforce) and ensure accuracy, completeness, and proper documentation of all membership-related information.
6. To analyse membership data and trends (e.g., growth, attrition, sectoral distribution) and prepare regular reports for internal management, Board, and external stakeholders, including recommendations to support organisational and membership targets
7. To support the implementation of ACOP, and coordinate with relevant departments to ensure timely submissions and data accuracy, contributing to transparency and reporting obligations.
8. To contribute to the development and execution of membership strategies, including initiatives to improve retention, participation, and overall member satisfaction.
9. To coordinate and collaborate with internal units (e.g., Legal, Certification, Complaints, Communications, Business Solutions) on cross-cutting membership matters, including compliance issues and misuse of RSPO trademarks.
10. To manage relationships and projects with external service providers and consultants, ensuring deliverables are met in accordance with contractual obligations.
11. To support governance processes, including preparation of reports, briefing materials, and documentation for Management, Board, and relevant Committees.
12. To support and manage the RSPO General Assembly (GA), including oversight of member registration processes, verification of voting eligibility, data accuracy, and collaboration with internal team and external stakeholders to ensure smooth and compliant execution of GA-related activities.
13. To lead, manage, and coach Membership Executives, ensuring performance standards are met, and supporting their professional development and operational effectiveness.
14. Apart from the duties stated above, to perform any duty or duties reasonably assigned by the senior management.

THE SUCCESSFUL APPLICANT

Education

• Bachelor's degree in Business Management, Business Administration, International Relations, Sustainability, Law or any other relevant fields.

Experience

• Minimum seven years of relevant experience, preferably in membership management, sustainability standards, certification systems, or stakeholder engagement.
• Experience working in multi-stakeholder organisations, NGOs, or international standards bodies (e.g., RSPO, FSC, RTRS) is highly desirable.
• Proven experience in team supervision and operational management.

Technical and Professional Knowledge

• Strong understanding of sustainability standards, certification systems, and multi-stakeholder governance frameworks.
• Practical and thorough knowledge of managing membership schemes within a global organisation, including lifecycle management (applications, renewals, suspensions, resignations and terminations).
• Experience in due diligence, risk assessment, and review of corporate/group structures, including ownership considerations and reputational risk.
• Extensive experience in using CRM and stakeholder management systems (e.g., Salesforce), including data interrogation, reporting, and system optimisation.
• Strong ability to analyse membership and operational data, and translate insights into reports, dashboards, and presentations for internal and external stakeholders.
• Proficiency in Microsoft Office applications (Word, Excel, and PowerPoint), with intermediate to advanced capabilities in data handling and reporting.
• Experience in budget management, planning, and forecasting, with the ability to support operational and strategic decision-making.
• Ability to identify operational gaps and implement process improvements, including system and workflow enhancements.
• Strong service-oriented mindset and relationship-building skills, with the ability to engage effectively with diverse global stakeholders.

ESSENTIAL SKILLS

• Ability to manage multiple priorities in a fast-paced, stakeholder-driven environment.
• Strong attention to detail and analytical mindset.
• High level of integrity and professionalism in handling sensitive information.

HOW TO APPLY

Qualified applicants are invited to send in their updated CV giving comprehensive details of educational background, work experience, and related achievements to [Confidential Information]. Please state Job Application - Manager, Membership in your email subject line.

**RSPO is an equal opportunity employer. Due to the volume of applications received, only shortlisted candidates will be notified.