Membership Relation Officer

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.

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.

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

Job Types: Full-time, Permanent, Fresher

Pay: ₹500,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Experience:

• customer relation management: 2 years (Required)

Work Location: In person