Hybrid Director of Client Success

at IGD (Institute of Grocery Distribution)

• Job title: Director of Client Success
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Watford, United Kingdom

About the role

• Director of Client Success driving IGD’s client strategy, managing revenue targets and operational excellence across the client lifecycle.

Responsibilities

• Own and deliver revenue targets and manage associated costs.
• Manage commercial budgeting, forecasting and action planning across subscription services, consulting, events and learning for all business units.
• Maximise average transaction values by promoting IGD’s total proposition to existing customers.
• Drive and deliver key commercial projects, reallocating resources and focus as needed.
• Monitor competitor activity and identify implications and actions.
• Deliver a best-in-class experience for all clients.
• Develop and embed a differentiated service model to improve efficiency and retention across client value segmentations.
• Ensure a joined-up approach to client engagement across IGD touchpoints.
• Directly manage a small number of key client relationships.
• Support the account team in external meetings to build senior-level relationships as required.
• Work closely with the Growth & Expansion team to identify and close growth opportunities.
• Partner with Consulting and Learning teams to identify client needs aligned to IGD propositions.
• Collaborate with Marketing to maximise client retention.
• Work with the Social Impact team to deliver a holistic client experience.
• Collaborate with the Client Operations team to develop, embed, and maintain operational excellence.
• Ensure CRM systems and data processes support accurate pipeline tracking and forecasting.
• Embed best practices in sales operations and resource allocation.
• Lead and develop the Client Success team, including 4-5 direct reports.
• Recruit, train, coach, and manage performance across the team in line with IGD behaviours.
• Ensure product knowledge and process familiarity are at agreed levels.
• Foster an inclusive culture and strong internal communication.

Requirements

• Strong commercial acumen with a proven track record of 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.
• Strong financial management and budgeting skills.
• Effective communicator with diplomacy, discretion, and integrity.
• Innovative leadership with experience managing high-performing teams.
• Skilled in establishing and implementing sales objectives and action plans.
• Broad awareness of business issues affecting IGD and its clients.
• Strong listening skills and ability to work under pressure.
• Embraces IGD’s leadership behaviours.
• Established industry network and accomplished networker.

Benefits

• a market leading pension
• a bonus scheme
• the ability to buy and sell annual leave
• a generous medical insurance package
• great work-life balance