Job Opportunities at Rainforest

Position summary:

The Senior Associate Customer Success supports the initiatives of the Rainforest Alliance’s business partners in East and South Africa along the global supply chain (e.g. producers, exporters, traders, importers, manufacturers, retailers, etc.) to promote Rainforest Alliance certified products. The Senior Associate Customer Success interacts with the different sector companies, gives advice and troubleshoots their navigation through Rainforest Alliance systems to assure compliance with Trademark, Chain of Custody and Traceability requirements. The Senior Associate Customer Success uses best practices in Customer Success processes, optimizes customer experiences and grows the mission impact of the organization. Customer satisfaction, troubleshooting and data analysis are guiding principles in this work. 

Responsibilities: 

• The Rainforest Alliance’s Core Values are Impact, Change, Collaboration, Openness and Trust and as such they form the basis of the behaviours we demonstrate;
• Respond to general inquiries from producers, companies, organizations and individuals wishing to source and/or promote products with crops from farms with the Rainforest Alliance certification;
• Have professional interactions with companies in the different sectors (including traders) and walk them through the Rainforest Alliance customer journey, providing them with information on the implementation of supply chain requirements including traceability, Rainforest Alliance Standard requirements, use of the certification seal, licensing and mutual recognition where applicable;
• Provide information and technical support to producers, companies and other stakeholders on the implementation procedures of certification;
• Assist in delivering training and webinars to different users in matters such as the Rainforest Alliance traceability system;
• Troubleshoot clients as they navigate the Rainforest Alliance certification, traceability and trademark systems;
• Support team goals and projects in coordination with others in local, regional or global teams as needed;
• Share inputs and feedback about Customer Success processes to support continuous improvement activities;
• Willing to do new assignments in a reasonable time and expertise on internal competence in the RA program when the country director or line manager suggests;
• Support global account managers to deliver results on key accounts located in the region;
• Provide trademark approvals for companies using the Rainforest Alliance seal for marketing purposes;
• Offer registration, and certification process support for companies;
• Collaborate internally with different teams – S&A, Tech Support, Training, Knowledge Management – to deliver accurate support to member companies, and
• Other duties as assigned.

Qualifications: 

• Bachelor’s degree preferred, ideally in sustainable marketing, communications or business;
• Minimum 2 years of relevant experience in administrative, customer service, tech support or communication roles in a professional office environment; 
• Understanding and experience of sustainability and certification programs is highly desired; 
• Strong writing and verbal communication skills in English;
• Interpersonal abilities and openness to interact with other cultures with tact and diplomacy;
• Positive attitude, with strong organizational and time management skills;
• High attention to detail, analytical and strong customer orientation;
• Ability to interpret and explain guidelines and requirements to others;
• Comfortable with the use of Teams, Zoom or other online communication tools;
• Proficient in Microsoft Office and internet applications;
• Willingness and ability to travel 15% of the time.

Salary:

Commensurate with experience.

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Position summary:

The objective of the Livelihood & Human Rights (L&HR) Position, East and Southern Africa (focus on Kenya and Malawi) is to lead and provide input into regional strategies and implementation of programs and certification activities to strengthen livelihood and human rights, including gender equality, in the tea, coffee, avocado and flowers sectors and respond proactively to human rights issues.

Responsibilities: 

• The Rainforest Alliance’s Core Values are Impact, Change, Collaboration, Openness and Trust and as such they form the basis of the behaviours we demonstrate;
• Contribute to program, project, and proposal design and development for the above-mentioned sectors with a focus on livelihood and human rights issues;
• Proactively collect information about L&HR issues and root causes in the different countries and liaise with the relevant local staff and other stakeholders to inform local policies and country strategies;
• Collaborate closely with thematic and advocacy leads to ensure that information, root causes and viable solutions of livelihood and human rights issues are addressed in alignment with thematic and advocacy strategies;
• Coordinate and develop capacity-building and training sessions on livelihood and human rights based on additional training needs of local Rainforest Alliance staff, certificate holders, CB's, government, and NGO partners;
• Identify best practices at the level of tea, coffee, avocado and flower estates, smallholders (out growers) and factories, and support Communications in documenting and sharing them;
• Engagement and support of the certificate holders in the identification and involvement of relevant local and national stakeholders to remediate and prevent human rights issues, including gender inequality on their farm/in their group;
• At the national level, identify and coordinate with key actors in the field of L&HR, including government officials, international organizations, and other civil society partners while actively engaging local colleagues;
• Identify opportunities for collaboration and possible funding proposals;
• The L&HR Position will report to the Director East Africa and will be part of the regional East African team but will participate in and contribute to specific meetings and occasionally, when deemed necessary, to overall theme and partnership team meetings, and
• The time allocation of the L&HR position will be 40% dedication to gender and human rights, 40% to living wage and working conditions and 20% to programs.

Qualifications: 

• University degree in Social or Economic Sciences or related with speciality in gender, human rights or related;
• At least 5 years’ experience in projects or programs dealing with human rights and/or livelihood issues, preferably in the tea sector;
• Excellent knowledge and sensibility of gender issues in the rural areas;
• At least 5 years’ experience managing consultants and multiple projects simultaneously with specific experience working with farmers, workers and/or communities essential, including in private and NGO sector; 
• Experience with participatory methods for learning and planning processes;
• Excellent writing, editing and verbal communication skills; 
• Written and verbal proficiency in English essential;
• Strong organizational skills to manage multiple priorities in a time sensitive manner, and excellent interpersonal skills with ability to interact culturally, linguistically, and diplomatically with diverse internal and external individuals;
• Takes initiative, self-motivated, resourceful, detail-oriented, dependability, strong attention to detail;
• Proficient in Microsoft Excel, Word, and PowerPoint, and
• Ability to travel a minimum of 30% per year, in Malawi, Kenya, Rwanda but also to other countries.