Senior Customer Manager

IGD (Institute of Grocery Distribution); Watford; Hybrid; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Bonus scheme

Ability to buy and sell annual leave

Work-life balance

Job summary

A nonprofit organization is seeking a Senior Customer Manager to account manage existing clients in the FMCG sector. The role involves delivering financial targets, driving business growth, and ensuring high customer satisfaction. You will collaborate with a variety of teams and demonstrate strong account management and sales skills. This full-time position offers a hybrid working environment, with an office located near Watford, and includes a range of benefits designed to promote work-life balance.

Qualifications

• Experience in FMCG industry and B2B sales environment.
• Proven account management/customer success skills.
• Strong influencing and listening skills.

Responsibilities

• Delivery of agreed renewal revenue targets.
• Develop and manage strong customer relationships.
• Drive new business and consulting opportunities.
• Accurate forecasting, sales projection and pipeline management.
• Be the primary contact for customers and develop expertise in IGD’s total proposition.

Skills

Account management

Commercial acumen

Sales skills

Relationship building

Presentation skills

Tools

CRM software

Job description

Senior Customer Manager

Location: Hybrid (office based near Watford)

Benefits: Excellent salary + benefits

Are you a highly skilled Senior Account Manager with experience in the FMCG industry?

About the role

You will account manage a group of existing IGD customers. A high profile mix of Non-Food clients with significant scale, complexity, and diversity. You will build and nurture strong relationships, serving as the primary point of contact for all account-related matters.

Your role is to meet agreed financial targets, selling IGD’s full range of online insight and consulting solutions to maximise the growth potential. You will deliver outstanding levels of customer service, working closely with the wider Sales and Consulting team.

Responsibilities

Commercial and financial

• Delivery of agreed renewal revenue targets for assigned accounts
• Ongoing development of assigned accounts to agreed service levels
• Drive new business and consulting opportunities within your client base, as well as upgrading current contracts
• Accurate forecasting, sales projection and pipeline management
• Be the primary contact for customers and develop expertise in IGD’s total proposition
• Responsible for customer relationships from the point of purchase. Manage ongoing engagement with regular meaningful communications to ensure retention and enhance value for customers
• Present IGD services via online demos and face to face meetings
• Provide high quality customer feedback to support product development
• Develop strong customer relationships to effectively upsell and cross sell other IGD products and services which meets customer needs

Other responsibilities

• Be a CRM super-user and an advocate for its use within the wider sales team
• Develop a thorough understanding of IGD’s total product portfolio
• Ensure insights are shared with customers to drive value
• Collaborate with other teams, including Social Impact, Insights, Marketing and Finance
• Other duties may be required by the organisation from time to time and you will be expected to contribute to these
• Contribute to broader internal projects & sponsorship client management of selected IGD events.

What you bring

• Experience within the FMCG industry and working in a B2B sales environment, ideally with online subscription services exposure
• Proven account management/customer success skills
• Strong commercial acumen with a good understanding of business issues
• Proven commercial track record, able to deliver agreed targets
• Strong influencing, listening, presentation and IT skills
• Excellent relationship developer, engaging existing contacts and building new ones through networking
• Excellent planning skills with drive to complete tasks and high attention to detail
• Experience of a high-performance and customer-focused culture
• Proven ability to adapt to change and embrace new products and services
• Knowledge of how retailers and manufacturers use and apply insights
• A self-starter with a growth mindset
• Contribute to a supercharged Non‑Food team environment

The rewards

We offer a range of benefits, including a bonus scheme, the ability to buy and sell annual leave. At IGD, we have a great work-life balance, where you are empowered & trusted to manage your time.

The location

We operate a hybrid approach to working with a mix of home and office-based working to be agreed with your line manager. Our office is in a very accessible location within the M25 just 20 miles from central London.

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 customers 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 therefore welcome applications from diverse candidates. This includes people with disabilities, so please discuss any adjustments that you may require throughout the selection and assessment process.

Our behaviours

• We’re hungry for better
• We say what needs to be said
• We solve it together
• We make it happen

More about IGD

At IGD (Institute of Grocery Distribution), we serve as a unique, impartial force for good, driven by our charitable status and commitment to public benefit. Our purpose is clear: to unite and inspire everyone to deliver a thriving food system. We achieve this by acting as a trusted convener, uniting stakeholders from across the entire agrifood supply chain to address critical challenges.

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 not only benefit their operations but also contribute to the collective good of society.

This is funded through our work with hundreds of clients from across the global food and consumer goods landscape.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Sales and Business Development

Industries

Research Services, Non-profit Organizations, and Food and Beverage Services