Jobs

POSITION OVERVIEW:

The Associate Director of Customer Relations enhances exceptional Candidate and Member experiences through effective execution, cross-functional collaboration and operational excellence. This role supports strategic initiatives by translating customer insights into actionable improvements, optimizing service delivery, and fostering a culture of continuous improvement that strengthens customer relationships and drives retention. 

DUTIES AND RESPONSIBILITIES: 

Customer Engagement & Experience 

• Support voice-of-the-customer initiatives and translate insights into improvements.
• Promote a customer-centric mindset across all touchpoints.
• Contribute to the execution of customer engagement strategies that foster emotional connection and loyalty.
• Collaborate with marketing and engagement teams to implement personalized service approaches across customer segments and journey stages.

Service Delivery & Operational Strategy

• Coordinate with the Programs team to ensure seamless global high-stakes exam delivery aligned with organizational goals.  
• Execute cost-optimization initiatives, including pop-up test centers and seat capacity planning.
• Collaborate on digital curriculum and badge delivery to ensure excellence.
• Recommend and implement customer-centric process improvements across digital and physical operations. 

Cross-Functional Advocacy & Leadership

• Work with global teams to support integrated, customer-focused exam experiences.
• Use data insights to advocate for service consistency to reduce friction.
• Apply Lean methodologies to enhance service efficiency and consistency.
• Contribute to the design and execution of feedback loops and loyalty building initiatives.
• Support customer success programs that help drive retention and advocacy.

Operational Excellence and Process Management 

• Maintain and update SOPs to ensure operational consistency.  
• Oversee registration related projects and timelines.
• Collaborate with IT on automation and self-service enhancements.  
• Serve as key member of the Misconduct Committee.

Team Development & Culture 

• Lead and develop a high-performance team (currently 3 direct reports) through coaching and engagement.
• Align team goals with customer success outcomes.
• Promote cross-functional collaboration and support succession planning.
• Partner with marketing to guide persona-specific strategies and ensure stakeholder alignment. 

QUALIFICATIONS:

• Bachelor's degree in business, Operations Management, or related field.
• 5+ years progressive customer service experience with 3+ years in management.
• Demonstrated experience with operational excellence (Lean, Six Sigma, or similar).
• Strong project management and analytical skills.
• Proficiency in CRM, workforce management, and analytics platforms.
• Proven ability to lead teams and drive customer-focused outcomes. 

PREFERRED QUALIFICATIONS:

• Certification in customer experience management (CCXP) or operational excellence.
• Experience with digital transformation and omnichannel service delivery.
• Background in management and organizational development.
• Expertise in predictive analytics and customer intelligence platforms.

Success Profile: The ideal candidate is a collaborative leader who thrives in dynamic environments, demonstrates strong commitment to customer success, and has a proven ability to translate strategic vision into operational reality. They possess both analytical rigor, tactical leadership, and emotional intelligence to build engaging customer relationships and drive measurable improvements.  

Purpose and Scope:

The EMEA Industry & Chapter Relations Associate will play a key role in executing CAIA’s institutionally driven strategy across the EMEA region. This includes managing relationships with industry stakeholders and local Chapters, building strategic partnerships, and supporting revenue growth initiatives.  

The Associate will enhance internal processes by coordinating with EMEA Chapters, organizing events, implementing marketing strategies, securing sponsorships, and promoting CAIA offerings.

Key Responsibilities:
Industry Outreach & Sponsorship Development

• Engage stakeholders and identify opportunities to secure corporate sponsorships for CAIA events and initiatives.
• Identify and pursue new business opportunities for CAIA educational programs and services.
• Develop comprehensive sponsorship packages and proposals tailored to different market segments.
• Negotiate sponsorship agreements and maintain ongoing relationships with corporate sponsors.
• Conduct business meetings and presentations with potential corporate clients and institutional partners.
• Maintain a pipeline of potential sponsors and track engagement metrics.
• Collaborate with the marketing team to deliver value to sponsors through brand exposure and networking opportunities.
• Travel as needed for business development activities (up to 25% of travel expected).

Chapter Relations:

• Serve as the primary point of contact for volunteers across 12 EMEA Chapters.
• Support the execution of Chapter strategies, including educational and networking events, and promote the CAIA Days.
• Monitor, assess, and report on chapter activity within the region.
• Maintain governance and chapter records, including contact information, volunteer agreements, and website updates.
• Identify opportunities for chapters to generate local sponsorship and partnership revenue.
• Foster community engagement and support member retention efforts. 
   

Required Qualifications:
Education & Experience

• Bachelor's degree in Business, Finance, or related field.
• Minimum of 3-5 years of experience in sales, business development, or relationship management.
• Experience in financial services or alternative investments preferred.

Skills & Competencies

• Strong sales and business development skills with a proven ability to identify and close opportunities.  
• Excellent written and verbal communication skills in English; proficiency in additional European languages preferred.
• Effective project management and organizational skills.
• Comfortable with public speaking and networking.
• Self-motivated with the ability to work independently and meet revenue targets.
• Strong interpersonal skills, with the ability to engage and support volunteer groups and enhance member engagement. 

Personal Attributes

• Results-driven with a focus on achieving revenue and engagement goals.
• Culturally aware and able to work effectively across diverse markets.
• Willingness to travel and work flexible hours to support events and initiatives. 

Application Process

• Candidates should submit a comprehensive application including:
• Detailed CV highlighting sales/business development experience
• Cover letter addressing specific experience with sponsorship or B2B sales
• This position offers an excellent opportunity for a motivated sales professional to build their career while contributing to the growth of a leading professional association in the alternative investment industry.

CAIA is an equal opportunity employer.

About CAIA Association

CAIA Association is a global network of forward-thinking investment professionals, redefining the future of capital allocation in a world where traditional and alternative converge. United by a commitment to improving investment outcomes, we lead with authority, educate to inspire, and connect people who turn insight into action. To learn more about the CAIA Association and how to become part of the most energized professional network shaping the future of investing, please visit us at https://caia.org/.