Customer Manager

IGD (Institute of Grocery Distribution); Watford; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Market leading pension

Bonus scheme

Buy and sell annual leave

Medical insurance

Job summary

IGD is seeking a Customer Manager to oversee the commercial relationship with our valued clients. You will drive engagement, secure retention of contracted revenue, and upsell IGD products and services to grow revenue in the Retail portfolio.

You will act as the primary contact for clients, delivering State of the Nation insights, Deep Dive sessions, and SLA deliverables, while representing IGD at industry events and building advocacy within client organizations.

Qualifications

• Evidence of commercial acumen and success; ideally in a data, research, insight or SaaS environment.
• Understanding of how Insight is used to inform clients' decision making.
• Interest in the Food, Drink and Grocery sector.
• Curiosity to link macro economic events to opportunities/challenges for our clients.
• Confident and articulate in a business environment.
• High work ethic.

Responsibilities

• Renew contracted revenue with increases (RPI% & PE%).
• Grow commercial revenue by upselling products/services.
• Engage with clients through State of the Nation, Deep Dive sessions and SLA deliverables.
• Attend industry events and act as a IGD brand ambassador.
• Increase stakeholder engagement and advocacy within client organisations.
• Be the first point of contact and escalation for client opportunities/challenges.
• Nurture internal relationships to support client success.

Skills

Commercial acumen

SaaS/insights experience

Client relationship management

Strong communication

Market awareness

Job description

At IGD, we’re proud to be a Great Place to Work, where our people are empowered to grow, inspired to lead and ready to make a difference. At the heart of that experience is how we attract, welcome, and support new colleagues to join us.

That’s where you come in.

We’re looking for a Customer Manager who will manage the commercial relationship with some of IGD’s most valued clients. The Customer Manager is responsible for driving engagement with our clients and securing the successful retention of contracted revenue. In addition, the Customer Manager will achieve revenue growth retain by upselling their clients to new IGD products and services. Retail is our singe biggest client portfolio and strategically very important to the future success of IGD.

What you’ll do

• Successfully renew contracted revenue to include RPI% & PE% increases.
• Grow commercial revenue by upselling clients to new Products/Services.
• Client facing activity to include State of the Nation, Deep Dive sessions and other SLA deliverables.
• Attend industry events and be a brand ambassador for IGD.
• Increase stakeholder engagement and advocacy within your clients organisation.
• First point of contact and escalation for your clients’ opportunities/challenges.
• Nurture internal relationships to support your success with your clients.

What we’re looking for

• Evidence of commercial acumen and success; ideally in a data, research, insight of SaaS environment.
• An understanding of how Insight is used to inform clients decision making.
• Interest in the Food, Drink and Grocery sector.
• Curiosity to link macro economics and events to the opportunities/challenges for our clients.
• Confident and articulate in a business environment.
• High work ethic.

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 are operating a 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 from Central London.

Our behaviours

We’re hungry for better

We solve it together

We make it happen

We say what needs to be said

More about our people

We’re looking for inspiring professionals; talented people who seek personal and career growth and are ambitious to develop their potential and unlock opportunities for society, for our clients and themselves.

We seek and attract the very best people 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 candidates. Please discuss any adjustments that you may require throughout the selection and assessment process.

More about IGD

We are a strategic insight foresight and learning organisation. Here to unite the industry and benefit 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. By providing evidence-based insights, credible research, and strategic foresight, we help organisations make informed decisions that benefit their operations and contribute to the collective good of society.