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Customer Success Manager
Job Description
POSITION: Customer Success Manager
EMPLOYER: The Chartered Institute of Export & International Trade
POSITION STATUS: Permanent, Full Time / Part Time
LOCATION: London
SALARY: £50,000 - £54,000
JOB BRIEF
We are recruiting a Customer Success Manager to strengthen the experience of our business customers, ensuring they receive outstanding support, seamless onboarding, smooth administration, and proactive engagement across their journey with the Chartered Institute. This role is critical to improving customer satisfaction, enhancing the value customers receive from our services, and supporting our Business Development Managers to focus on strategic relationships and revenue growth.
The Customer Success Manager plays a pivotal role in delivering a consistent, high-quality customer experience across our portfolio of membership, training, qualifications, and advisory services.
You will be the main point of contact for a defined set of customers with responsibility for ensuring that those customers have a seamless journey from onboarding through to delivery, renewal and expansion. You will also identify and drive improvements to administrative processes, training logistics, invoicing accuracy, and customer communications to ensure an improved customer experience for all our customers.
By smoothing operational complexity, resolving issues early, and ensuring customers understand and fully use the services they have purchased, you will help drive retention, repeat business and satisfaction—whilst enabling our BDMs to focus on strategic account management and revenue generation.
RESPONSIBILITIES:
Customer Experience & Relationship Support
Deliver a consistent, positive experience tailored to customer needs.
Work with the BDMs, the Sales & Marketing Director and Membership to agree focus customer relationships to develop.
Monitor customer satisfaction and proactively identify friction points.
Maintain strong professional relationships with operational contacts.
Customer Onboarding & Journey Management
Work with the Membership team to agree focus business customers.
Review, improve and lead the onboarding process for new focus business customers.
Coordinate access to training, qualifications, and membership services.
Provide clear guidance on how to get value from our products and services.
Ensure documentation and setup steps are completed accurately and on time. Ensure customers understand renewal timelines and offerings.
Identify upsell opportunities and hand off to BDMs.
Administration & Operational Excellence for customers under your management
Ensure bookings, documentation, and customer records are kept up-to-date
Coordinate training and qualifications administration with the Education team
Coordinate invoicing and finance queries with the Finance team.
Ensure CRM records are accurate and up to date.
Smoothing the Customer Journey
Work cross-functionally to remove friction for all of our customers and improve processes.
Track engagement metrics and identify improvement opportunities.
Supporting Sales & Large Account Teams
Provide structured insights including risks, needs and engagement history.
Maintain alignment with BDMs for a coordinated customer experience.
Person Specification:
Strong experience in customer success management, account support or management, or customer experience roles.
Practical working experiences of Customs and International Trade
Exceptional organisational skills with ability to manage multiple workflows.
Experience coordinating onboarding, training or operational delivery.
Strong communication and relationship-building skills.
Attention to detail and proactive problem-solving ability.
Commercial awareness with ability to spot opportunities and risks.
Strong administrative capability and CRM proficiency (ideally Microsoft Dynamics).
HOW TO APPLY:
Fill in your details below and upload your CV for review by the Talent Acquisition team.
If you are having difficulty completing the application and would like some support or if you have questions, please contact our Head of Talent Acquisition, Gary Watson on:
01733 404 400
g.watson@export.org.uk
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Stakeholder Manager
Job Description
POSITION: Stakeholder Manager
EMPLOYER: Chartered Institute of Export & International Trade
POSITION STATUS: Confirmed
REPORTS TO: Senior Stakeholder Manager
LOCATION: Hybrid
Salary: Approx £65,000 annual
The Chartered Institute of Export and International Trade is the premier association for exporters and importers, empowering organizations and individuals with the tools and knowledge required for effective, sustainable, and competitive international trade.
We provide a comprehensive suite of memberships, qualifications, training, events, and advisory services for global trade professionals. In collaboration with the UK government, we set trade standards nationally and internationally. In summer 2024 we proud became the Chartered Institute of Export and International Trade, highlighting our role and the professional status of our members in global trade.
Role Purpose
The Stakeholder Manager provides important support in assisting our programme consortium in shaping, delivering, and embedding customs and trade related change across complex multiagency environments. This role helps to build strategic engagement with internal and external stakeholders—including government departments, border agencies, traders, logistics operators, and international partners—to support with compliant, efficient, and secure trade flows.
The postholder helps to ensure stakeholder needs, risks, and regulatory considerations are understood and built into programme delivery, helping to drive alignment, readiness, and adoption across the border ecosystem.
Key Responsibilities
Strategic Stakeholder Engagement
Relationship & Partner Management
Programme & Regulatory Support
Communications
Insight & Continuous Improvement
Essential Skills & Experience
Desirable Skills & Experience
Key Competencies
Qualifications
BENEFITS:
DIVERSITY AND INCLUSION:
Life would be boring if we were all the same! The Chartered Institute is a company with a charitable status that believes in diversity and inclusion, as shown in the hiring and progression of our team members. The workforce is truly diverse – in age, nationality, gender and location.
With a passion for nurturing, supporting and including all team members – no matter who you are – we celebrate identity. We are proud of who we are and where we come from.
As an Investors in People accredited organisation, we care about and prioritise all of our team members daily. We ensure to engage with and listen to everyone.
Our Disability Confident and Mindful Employer accreditations express our commitment to the specialist needs and mental health of our team members.
Having family-friendly policies allows our employees to partake in a flexible work environment so they can take care of children and loved ones.
HOW TO APPLY:
Fill in your details below and upload your CV for review by the Talent Acquisition team.
If you are having difficulty completing the application and would like some support or if you have questions, please contact our Head of Talent Acquisition, Gary Watson on:
01733 404 400
g.watson@export.org.uk
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POSITION: Technical Consultant
EMPLOYER: The Chartered Institute of Export & International Trade
POSITION STATUS: Permanent/Full Time
REPORTS TO: Technical Manager
LOCATION: Remote / Hybrid
The Chartered Institute of Export & International Trade (CIOE&IT) is the leading UK membership association for those working in exporting and importing. These are exciting times in international trade and we’re seeing sustained growth in the demand for our services and qualifications – as a result, our team needs to grow too.
We are seeking a highly skilled a Technical Consultant for the Advisory Department.
This is primarily a remote role; however, you will be required to visit clients as requested and occasional visits to our Peterborough and London offices.
The main function of this job is to represent the Chartered Institute in the provision of training and advisory services in a broad range of international trade and customs disciplines.
The successful candidate needs to be confident providing training and consultancy, both face-to-face and virtually.
HOW TO APPLY:
Fill in your details below and upload your CV for review by the Talent Acquisition team.
If you are having difficulty completing the application and would like some support or if you have questions, please contact our Head of Talent Acquisition, Gary Watson on:
01733 404 400
g.watson@export.org.uk
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POSITION: Technical Content Editor
POSITION STATUS: Permanent/Full-time
REPORTS TO: Content Lead & Executive Editor
LOCATION: Remote/London
SALARY BANDING: D T&E
The Chartered Institute of Export & International Trade empowers global trade by equipping individuals and businesses with the expertise to trade compliantly, sustainably and commercially.
Founded in 1935, we were granted a Royal Charter by His Majesty King Charles III in 2023 in recognition of our contribution to international trade.
As a partner with UK government, we deliver national and international programmes, acting as champions for the UK, and establishing UK processes and standards globally.
The Chartered Institute is looking to appoint a Technical Content Editor to oversee editorial standards across its external facing output. This will involve maintaining and applying the organisation’s editorial and brand guidelines, ensuring all technical content is accurate, clear and reliable.
While the role will sit within the Corporate Affairs department, they will support colleagues across multiple departments, including Advisory, Education, Bids and key commercial projects such as the Trader Support Service.
The successful candidate will have well-established customs and trade expertise, as well as strong written communication skills and a forensic attention to detail. They will also, ideally, have had experience working in content production and design.
HOW TO APPLY:
Fill in your details below and upload your CV for review by the Talent Acquisition team.
If you are having difficulty completing the application and would like some support or if you have questions, please contact our Head of Talent Acquisition, Gary Watson on:
01733 404 400
g.watson@export.org.uk
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From time to time, the Chartered Institute undertakes specialist project work.
These engagements can lead to opportunities for us to collaborate with subject matter experts and other specialists in way that differ from straightforward employment. This can vary from really short pieces of work of a day or even less, up to and including full time work for periods of 12 months or more.
Areas of expertise where there are regular opportunities include: customs, borders, trade policy, trade regulations.
To register your interest in these opportunities click apply and answer the short series of questions. We’ll hold your details in accordance with our Privacy Policy (link below).
Our Talent Acquisition and Advisory teams will then contact you as and when relevant opportunities arise.
HOW TO APPLY:
Fill in your details below and upload your CV for review by the Talent Acquisition team.
If you are having difficulty completing the application and would like some support or if you have questions, please contact our Head of Talent Acquisition, Gary Watson on:
01733 404 400
g.watson@export.org.uk
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