ABOUT IWA The International Water Association (IWA) is a global network of water professionals, connecting people and institutions from across the water cycle to address urgent water challenges—from catchment to tap, ridge to reef. With a mission to deliver equitable and sustainable water solutions, IWA fosters innovation in over 140 countries through collaboration, and knowledge sharing across sectors and geographies. IWA publishes 12 scientific journals and over 40 books annually, and it drives knowledge creation and dissemination through Specialist Groups, Clusters, and global programmes such as Cities of the Future and Basins of the Future. The Secretariat has a staff of approximately 50 based primarily in London (HQ), Nanjing (China), and Chennai (India). PURPOSE OF THE JOB We are seeking a dynamic, proactive, and customer-focused Membership Relations Officer to join our global membership team. Reporting to the Membership Fulfilment Manager, you will play a vital role in delivering high-quality service to individual members, ensuring prompt support, efficient fulfilment of benefits, and overall member satisfaction. You will be a key player in strengthening member engagement and retention across a growing international community. KEY RESPONSIBILITIES 1. Membership Fulfilment (65%) · Respond to membership queries using Zendesk or direct emails, maintaining SLA standards and delivering high-quality support. · Maintain accurate records in Salesforce CRM: process invoices, payments, refunds, and member updates. · Support new members and group onboarding through personalized sessions and orientation on IWA benefits and platforms. · Assist in executing member communication campaigns in collaboration with the marketing and fulfilment teams. 2. Administration (35%) · Maintain and support subscription processes for individual and joint members. · Use quarterly and annual data to support membership forecasting and performance reporting. · Troubleshoot and provide support on the IWA ConnectPlus platform. · Contribute to CRM system enhancements related to individual membership data and communication workflows. · Proactively identify process improvements to improve operational efficiency. · Support ad hoc administrative tasks and cross-team collaboration as needed The above job description contains a summary of the main duties and responsibilities for this position. KEY RESPONSIBILITIES [ REQUIRED SKILLS, QUALIFICATIONS & EXPERIENCE The ideal Candidate: · Demonstrated understanding of membership models, or willingness to quickly develop this · Experience in a membership or customer service role, with diplomacy and professionalism · Strong multitasking ability within a busy, diverse work environment · Excellent written and spoken English communication skills · Strong interpersonal skills and the ability to engage with global stakeholders · Solid proficiency in Microsoft Office (Excel, Word); knowledge of PivotTables is a plus · Working knowledge of data protection and member data confidentiality · Self-starter with excellent attention to detail, agility under pressure, and the ability to meet deadlines · Cultural awareness and adaptability in a diverse, international team environment. Desirable · Proficiency with CRM platforms, especially Salesforce · Experience using AI-powered tools for customer service, workflow optimization, or reporting · Experience working across digital communications platforms and online communities · Additional language proficiency (e.g., Chinese/Mandarin, French, Spanish) Qualifications · Bachelor’s degree or equivalent professional qualification · Minimum 2 years’ experience in client relationship management, membership, or communications How to apply: Applicants are asked to submit their CV in English with a supporting letter of motivation along with the names and contact details of two referees to Prasanna.j@iwahq.org IWA is an equal opportunity employer and and we encourage applicants from diverse backgrounds to apply. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED - Show more Show less