Director of Client Success

Director of Client Success

Department

Sales

Employment Type

Full-Time

Minimum Experience

Senior Manager/Supervisor

Compensation

Excellent Salary & Benefits

The Director of Client Success will lead IGD’s 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 you'll do 

Commercial Delivery

• 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.

Client Experience & Retention

• 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.

Collaboration & Cross-Functional Alignment

• 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.

Operational Excellence

• 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.

Team Leadership

• 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.

What we’re looking for

• 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.

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.

Location

Watford (Hybrid)

Department

Sales

Employment Type

Full-Time

Minimum Experience

Senior Manager/Supervisor

Compensation

Excellent Salary & Benefits