Customer Success Associate - Labour and Human Rights Specialist - EMEA

EcoVadis; Barcelona; Híbrido; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated professional to manage customer relationships and enhance satisfaction through innovative solutions. This role involves leading the customer journey, ensuring effective project delivery, and fostering strong partnerships. You will contribute to continuous improvement by gathering feedback and supporting process enhancements. With a focus on ethical procurement and social impact, this position offers a unique opportunity to make a meaningful impact in the industry. Join a forward-thinking team that values diversity and inclusion while providing a supportive work environment.

Servicios

Flexible working hours

Wellness allowance

Professional mental health support

Referral bonus policy

Learning and development opportunities

Sustainability events

Peer recognition program

Remote work from abroad policy

Dental Benefits

Life & Accident Insurance

Formación

• 5+ years in human rights due diligence and customer management.
• Experience in supply chains, ethical procurement, and social impact.

Responsabilidades

• Manage customer relationships and ensure high satisfaction.
• Coordinate projects to maximize value from Ulula’s solutions.

Conocimientos

Customer and account management

Communication skills

Data analytical skills

Project management

Fluency in English

Fluency in Spanish

Educación

Social science background

Herramientas

Salesforce

Descripción del empleo

Company Description

Work smart, have fun and make an impact!

Ulula, is a social enterprise that aims to improve working conditions in mining, manufacturing and agribusiness by sourcing and processing accurate and timely insights directly from workers and communities around the world. Ulula software and analytics platform connects directly and anonymously with our target stakeholders to obtain honest feedback and create more transparent and responsible supply chains. We have projects across the globe with clients ranging from Fortune 100 companies to NGOs and government departments.

Ulula is a subsidiary of EcoVadis, the leading provider of business sustainability ratings.

Learn more about our team and culture on EcoVadis careers page.

Job Description

• Manage a portfolio of customer and partner relationships while maintaining a high level of satisfaction and engagement with the service and tools.
• Lead customer journey and coordinate projects ensuring they maximize the value they get from Ulula’s worker and community voice solutions. Provide thought leadership and partner with them to help them adopt and integrate the Ulula suite of tools in appropriate processes.
• Own regular communication with clients to share project progress, source feedback and decisions, and promptly resolve issues and concerns. Manage and track activities, timelines and milestones.
• Work with the customer to facilitate supplier (or other relevant stakeholder) onboarding and solution deployment on a systematic basis to drive adoption of product and services and ensure continuous uptake and usage.
• Carefully monitor operations with your customers (forecast and delivery) in order to guarantee operational KPIs are met
• Liaise between customer and internal Ulula/Ecovadis teams (sales, solutions implementation, operations) to promptly resolve customer challenges and find opportunities and solutions.
• If custom reporting is in scope, coordinate project reporting, collaborating directly with the Product team.
• Build advocacy among customers; establish and maintain strong relationships with customer project managers and decision makers
• Promote upsell of additional services when needed
• Successfully manage contracts renewals
• Carefully monitor operations with your customers (forecast and delivery) in order to guarantee operational KPIs are met
• Occasional travel may be required

Other:

• Contribute to Ulula product and solutions continuous improvement process by gathering customer feedback and ideas to inform platform advancements
• Lead and/or support a variety of departmental process improvement projects
• Teamwork, peer-coaching, and best practices sharing to contribute to the development of Ulula/EcoVadis service and to maintain a positive and motivating atmosphere

Qualifications

• 5+ years of experience in successfully delivering human rights due diligence programs internationally; customer and account management or consulting/advisory services .
• Social science background with knowledge and experience in supply chains, corporate sourcing, ethical procurement, social impact and international development, and/or business and human rights.
• Excellent communication skills, both oral and written. Fluency in English and Spanish is mandatory; other languages are considered an advantage.
• Familiar with measuring and tracking project delivery success metrics. Excellent excel and data analytical skills.

What sets you apart:

• Familiarity with the auditing industry and international certification standards (i.e. BSCI, SMETA, SA8000), industry associations (e.g. Amfori), and sustainability entities (i.e. SEDEX, RSPO), or knowledge and experience in community relations, corporate social responsibility programs (esp. from the agriculture, international development, mining, oil & gas, infrastructure sectors)
• Proven understanding of the key European regulatory frameworks (CSDDD, LkSG, Modern Slavery Act, etc.)
• Understanding of labour, human and community rights issues in global supply chains
• Desire to learn, become familiar with and advocate for the use of modern technologies
• Experience with project management and sales platforms, such as Salesforce
• Self-motivated, with a high desire to take ownership of projects.
• Ability to be agile and work independently in an ever changing environment.

Additional Information

Start date: ASAP
Full-time position (After probation period)
Location: Barcelona, Spain
Hybrid model

In return for your expertise, we offer:

• Support with all the necessary office and IT equipment
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Access to professional mental health support
• Referral bonus policy
• Learning and development
• Sustainability events and community involvement
• Peer recognition program
• Employee-led resource groups
• Hybrid work organization (from the office or from home)
• Remote work from abroad policy
• Meals and Transportation Vouchers (Cobee card)
• Dental Benefits
• Life & Accident Insurance + Private Health Insurance
• Paid employee volunteer day
• Paid moving day (1/year)
• Time off: 1 Community Service Day + 1 Personal Day
• Summer Hours in July and August (36 hours per week)
• Hybrid Monthly Allowance for electricity and Internet

Our hiring team looks forward to reviewing your CV and cover letter with a guaranteed response to every application. A new job with purpose awaits you!

Don’t fit all the criteria but still think you’d be a good candidate?Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs?Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. If you need any adjustments, including the provision of interview questions, please let the hiring team know.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect.EcoVadis commits to equity, inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique. In your application, we encourage you to remove personal information such as: photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).