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).

Technical Consultant

Job Description

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.

JOB BRIEF:

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.

RESPONSIBILITIES:

• Helpline: Support delivery of commercial contracts for a Helpline service for clients as well as the business member helpline, running monthly reports and collecting data on enquiries to support the membership, marketing and content teams.
• Training development: Create, update and deliver learning content for training courses, presentations and webinars, ensuring materials are current, engaging, accessible and professionally delivered
• Advisory services: Provide expert advice to clients on key disciplines of international trade and customs, including customs compliance and best practices within their required field
• Content contribution: Support the development of content for the website, publications and member platforms on trade-related topics.
• Industry representation: Participate in government forums and working groups, representing the Chartered Institute.
• Stakeholder engagement: Act as a regional and local champion, engaging with stakeholders and identifying opportunities to support and grow the Chartered Institute’s membership.
• Public speaking: Attend industry events on behalf of the Chartered Institute, both face-to-face and online through webinars and podcasts and develop online social media content to promote the work of the Chartered Institute.
• Ambassadorial role: Uphold values and integrity of the Chartered Institute through professional conduct and performance.
• Continuous learning: Ability to remain updated on emerging international customs and trade regulations, trade policies and procedures, both in the UK and internationally, to be able to determine the impact for clients and effectively apply knowledge and educate stakeholders
• Identify opportunities to implement information technology tools that will enhance, improve and automate the import and export compliance activities.
• Data: To maintain the integrity of the business through accurate and timely recording of all relevant data.
• To communicate in an articulate, professional and informed manner, across all levels of the business, both internally and externally, providing a clear transmission of information with businesses, to help them navigate the evolving global trade landscape
• Pursue improvements in procedures and services to enhance efficiency and cost-effectiveness
• Undertake any other reasonable duties commensurate with a changing environment and a proactive business Any other duties as may reasonably be required by the Advisory Director to support the team and wider organisation.

DESIRED SKILLS SET AND EXPERIENCE:

• Strong knowledge of customs and international trade
• Strong presentation skills, proven record of delivering training and/or advisory services
• Strong verbal and written communication skills, along with experience of content development
• Significant hands-on experience managing international trade compliance matters
• Comprehensive understanding of UK and EU customs laws and regulations
• Strong project management skills, with advanced proficiency in Microsoft applications
• Proven ability to engage with both internal and external stakeholders to collect information and coordinate projects, ensuring customer needs are met proactively
• Ability to work effectively under pressure, solve problems, and support teams in meeting or exceeding customer deadlines.
• Track record of establishing, implementing, and maintaining standards, while continuously seeking improvement opportunities.
• Continuous improvement, innovation and strategic thinking mindset
• Self-starter, having the ability to work using own initiative with a strong focus on quality
• Positive attitude and outstanding communication
• Must have strong internet access at home

NICE TO HAVE BUT NOT ESSENTIAL:

• Level 4 or above in an international trade related qualification or, learning and teaching skills
• The ability to build effective and credible relationships across a range of stakeholder groups both internally and externally.

Technical Content Editor

Job Description

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.

JOB BRIEF

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.

KEY RESPONSIBILITIES

• Ensure all technical materials being produced for an external audience or client are of the highest professional and editorial standards
• Check technical materials adhere to editorial and brand guidelines of the Chartered Institute or its external clients
• Check all external technical content is factually accurate and compliant with pertinent publishing laws, including copyright
• Create technical content materials for both external and internal clients that meet the same editorial guidelines and standards
• Communicate appropriately with colleagues when content doesn’t meet editorial requirements, giving constructive feedback that enables them to remedy materials and meet the required standards in the future
• Work closely with colleagues and clients to co-create clear and costed project scopes and content delivery plans, providing upfront guidance on structure, design and layout
• Manage and implement technical content delivery plans on time and to scope
• Set up and maintain easy-to-understand documentation and version control systems
• Produce and review technical content used in the Chartered Institute’s main editorial channels – including newsletters, webinars and social media
• Support Bids team by providing technical trade and customs expertise, bid writing support and information gathering

DESIRED SKILLS SET AND EXPERIENCE:

• Minimum five years’ experience in customs and trade
• Strong knowledge of customs compliance and trade processes
• Exceptional and proven editing, writing and proof-reading skills
• Proven experience and success in creating content for commercial and public sector clients
• Proven experience in working to and meeting deadlines
• Excellent communication and influencing skills, including ability to deliver fair and constructive feedback
• Strong ability to develop positive and effective relationships with colleagues
• Strong IT skills, including publishing software such as MS Office and Adobe
• Strong attention to detail
• The ability to work with confidential and discreet matters/information

DESIRED SKILLS SET AND EXPERIENCE:

• Qualification in trade and customs topics
• Strong interest in journalism or content creation
• Keenness to learn and develop
• Excellent organisational skills
• Good at problem solving
• Being a team player
• Willing to show initiative
• A thorough and methodical approach to your work