Position: Member Experience, Manager
Reports to: Vice President of Member Experience
About the Responsible Business Alliance (RBA): The Responsible Business Alliance (RBA) is a non-profit coalition of leading companies dedicated to advancing responsible business conduct in global supply chains. The RBA has a Code of Conduct and a range of programs, training, and assessment tools to support continuous improvement. The RBA has a global footprint, with offices in North America, Europe, and Asia. The RBA and its Responsible Mineral, Labor, and Factory Initiatives have more than 600 member companies with combined annual revenues of greater than $8 trillion, directly employing over 85 million people, with products manufactured in more than 120 countries.
Position Overview: We are seeking an experienced individual who has an understanding of the RBA Code of Conduct and responsible sourcing to join our dynamic membership team. The ideal candidate will have proven expertise in responsible sourcing, ESG compliance, and an understanding of the RBA Code of Conduct and its tools and services. This is a member-facing role that requires customer service experience along with the ability to manage multiple priorities in a fast-paced setting. Key responsibilities include working with RBA members in understanding the various tools and services of the association (worker voice, audits, risk assessments, member on-boarding, and help desk coordination). This position also involves product ownership of our Learning Management System (LMS) and proprietary Worker Voice platform, ensuring seamless adoption and engagement.
Primary Duties and Responsibilities:
- Provide direct support to corporate members on issues related to RBA tools and services and overall new member onboarding, membership information, understanding the value and use of RBA tools and services, etc. (Please note: RBA has a team of specialized issues management experts for depth in each area, but a high-level knowledge is required to provide an initial response when necessary and how it relates to the use of RBA tools and services).
- Learn and manage our suite of proprietary platforms offered as member benefits and provide support to members, ensuring adoption across global supply chains. This includes a broad range of topics, covered by approximately 15 platforms.
- Serve as an expert and Product Owner for two key platforms: (1) Learning Management System (LMS) powered by 3rd-party Docebo platform, and (2) our proprietary Worker Voice platform.
- Provide platform demos, training sessions, and onboarding for members, suppliers, and new member prospects.
- Assist with new member prospect development, converting prospects into new members.
- Ensure smooth member onboarding, enrollment processing, renewals, and troubleshooting for a positive member experience. This pertains to new member companies and new staff at existing member companies.
- Act as deputy to the Vice President of Member Experience and provide direct assistance to the operations of the membership department.
- Maintain a proactive approach to advancing tasks and resolving challenges efficiently.
Required Experience, Knowledge, Skills and Abilities:
- Minimum of 4 years professional experience in customer service and responsible sourcing, sustainability, or corporate responsibility (CSR).
- Bachelor's Degree or equivalent experience
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
- Ability and desire to learn and support web-based applications
- Strong organizational skills to handle multiple activities with competing priorities
- Excellent interpersonal, verbal, and written communication skills
- History of working well in team/group setting
- Able to work independently with a minimum of guidance and take the initiative when tasks or a process needs to be completed or created
Desired Experience, Knowledge, Skills and Abilities:
- Trade association or non-profit organization experience
- Understanding of RBA tools and services
- Moderate IT or data analytics skills
Other Pertinent Information:
- Location Malaysia/Asia
- Anticipated start date: This position is available immediately and interviews will take place until the position is filled
- Salary commensurate with experience and region. RBA provides competitive benefits, including paid time off, travel and medical insurance coverage
- Preliminary interviews will be video-based using Microsoft Teams.
- Interviews will start on a rolling basis as qualified candidates are identified.
Interested Candidates should apply via LinkedIn and include:
- Required: Resume
- Desired: Cover Letter (indicate why you are interested in the position, salary requirements and starting availability). A portfolio attachment would also suffice. Please attach in the same file as resume.
RBA Commitment
The RBA is committed to creating a diverse work environment. We strongly encourage applicants from varied backgrounds to apply. At the RBA we aspire to be an employer of choice where a mix/range of talented individuals contribute to the team and do their best work.
RBA is an Equal Opportunity Employer, dedicated to a policy of non-discrimination in employment on any basis. All applicants will be considered for all positions on the basis of qualifications and without regard to race, color, religion, sex, national origin, age, marital status, veteran status, disability, sexual orientation, and any other legally protected status.
