Director of Client Success
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Job Summary
The Director of Client Success will lead IGDs client success strategy ensuring the delivery of revenue targets cost management and a best-in-class client experience. This role is pivotal in driving retention surfacing growth opportunities and embedding operational excellence across the client lifecycle. The successful candidate will be a strategic leader commercial thinker and people developer working cross-functionally to maximise client value and engagement.
What youll do
Commercial Delivery
- Own and deliver revenue targets and manage associated costs.
- Manage commercial budgetingforecastingand action planningacross subscription services consulting events and learningfor all business units.
- Maximise average transaction values by promoting IGDs total proposition to existing customers.
- Drive and deliver key commercial projects reallocating resources and focus as needed.
- Monitor competitor activity andidentifyimplications and actions.
Client Experience & Retention
- Delivera best-in-classexperience forall clients.
- Develop and embed a differentiated service model to improve efficiency and retention across client value segmentations.
- Ensure a joined-up approach toclientengagement across IGD touchpoints.
- Directly manage a small number of keyclientrelationships.
- Support theaccountteam in external meetings to build senior-level relationships as.
Collaboration & Cross-Functional Alignment
- Work closely with the Growth & Expansion team toidentifyand close growth opportunities.
- Partner with Consulting and Learning teams toidentifyclient needsaligned to IGD propositions.
- Collaborate with Marketing to maximise client retention.
- Work with the Social Impact team to deliver a holistic client experience.
Operational Excellence
- Collaborate with the Client Operations team to develop embed andmaintainoperational excellence.
- Ensure CRM systems and data processes supportaccuratepipeline tracking and forecasting.
- Embed best practices in sales operations and resource allocation.
Team Leadership
- Lead and develop the Client Success team including4-5 direct reports.
- Recruit train coach and manage performance across the teamin line with IGD behaviours
- Ensure product knowledge and process familiarity are at agreed levels.
- Foster an inclusive culture and strong internal communication.
Whatwerelooking for
- Strong commercial acumen with a proventrack recordof delivering results.
- Excellent relationship builder capable of engaging up to CEO level.
- Deep understanding of the food and consumer goods industry; experience in research-led organisations preferred.
- Strongfinancial managementand budgeting skills.
- Effective communicator with diplomacy discretion and integrity.
- Innovative leadership with experience managing high-performing teams.
- Skilled inestablishingand implementingsales objectivesand action plans.
- Broad awareness of business issues affecting IGD and its clients.
- Strong listening skills and ability to work under pressure.
- Embraces IGDsleadershipbehaviours.
- Established industry network and accomplished networker.
The rewards
We offer a range of benefits including a market leading pension a bonus scheme the ability to buy and sell annual leave plus a generous medical insurance package. You will have a great work-life balance where you are empowered & trusted to manage your time.
The location
We areoperatinga hybrid approach to working with a mix of home and office-based working. We are based in a very accessible location within the M25 just 20 miles fromCentral London.
Our behaviours
Werehungry for better
We solve it together
We make it happen
We say what needs to be said
More about our people
Werelooking for inspiring professionals; talented people whoseekpersonal and career growth and are ambitious to develop their potential and unlock opportunities for society for ourclientsand themselves.
Weseekand attract thevery bestpeople and create an environment that supports and includes them. We aim to encourage a culture where people can be themselves and be valued for their contribution. We welcome applications from diverse any adjustments that you mayrequirethroughout theselectionand assessment process.
More about IGD
We are a strategicinsight foresight and learning organisation. Here to unite the industry andbenefit society. We invest all our profit into Social Impact.
We foster collaboration through a broad range of forums bringing together businesses policymakers and thought leaders. Byprovidingevidence-based insights credible research and strategic foresight we help organisations make informed decisions thatbenefittheir operationsandcontribute to the collective good of society.
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
We are an organisation of two vital and interconnected communities: Commercial Insight and Social Impact. Together, we are working to drive change that makes a tangible difference for Society, Business and the Individual
