Customer Manager

Job title: Customer Manager

Location: Hybrid working

Salary: competitive + excellent benefits

We are looking for a highly skilled, proven Account Manager with experience in the FMCG industry.

About the role

You will account manage a group of existing IGD customers, mainly FMCG grocery manufacturers. 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. You will deliver outstanding levels of customer service, working closely with the wider Sales and Consulting team.

The responsibilities

Reporting into the Business Unit Leader, these include:

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

Customer support

• 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

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

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

Based near Watford, we are operating a hybrid approach to home/office working with a requirement of 2 days per week in the office.

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.

More about IGD

IGD is a truly unique place, we connect and inspire, provoking and leading constructive debate that creates impact. Together we are working to make a tangible difference for Society, Business, and the Individual.

We use in-depth commercial understanding to uncover rich insights and data, leading to action that powers success.

We reinvest profit from our Trading company into delivering Social Impact, through the Charity, aimed at uniting and mobilising our industry around the most crucial issues affecting society and business today.

#InspireGrowChange: Join our team to help us make a positive impact and drive change.

Get in touch – we’re looking forward to working with you.