At a Glance
- Tasks: Lead a dynamic team to enhance client engagement and drive commercial success.
- Company: Join a forward-thinking company at the forefront of retail solutions.
- Benefits: Enjoy a market-leading pension, bonus scheme, and generous medical insurance.
- Other info: Flexible hybrid working model with excellent work-life balance.
- Why this job: Make a real impact in the grocery industry while developing your leadership skills.
- Qualifications: Proven commercial experience and strong leadership abilities required.
The predicted salary is between 60000 - 80000 £ per year.
We’re looking for a Head of Client Leadership who will lead our Retail client service team to deliver better engagement for clients with better IGD solutions. The team sits at the forefront of our commercial engagement, powering commercial success.
What you’ll do
- Key Account Management: You will directly lead a portfolio of c.10 existing and strategically important clients, overseeing overall engagement with the customer, with a primary focus on commercial activity. This will mean ensuring all clients get full value from current services by creating and delivering engagement activity and identifying growth opportunities in key clients across the full range of IGD services and benefits. Comfortable operating up to CEO level, with a primary focus on commercial leaders and insight teams, you’ll deliver excellent customer service, working closely with our support teams, ensuring a swift and effective response to incoming queries and acting as a partner to your key accounts.
- Commercial Growth: You’ll drive renewals AND upgrades to existing client subscriptions through additional support and where appropriate, engage new stakeholders on our other online services. A key aspect of the role will be identifying new opportunities for IGD Consulting projects. Working together with our Consulting and Insight teams to generate quality leads, proposals and solutions and create strong partnerships with strategic clients. We set monthly and annual targets for sales of our online and consulting services, designed to ensure our continued high level of client retention. This will be the primary measure of your success.
- Leadership: You will lead and develop two Commercial Managers, each of whom will be responsible for managing a portfolio of c.30 clients, setting clear goals, and driving accountability. You will motivate and inspire your team, ensuring high performance and alignment with business objectives. You will be experienced in coaching and mentoring individuals of varying experience levels, fostering professional growth and encouraging collaboration. Strong communication and stakeholder management will be key, as you guide their team through challenges and support decision-making. You will also drive continuous improvement, implement best practices, and lead the team through change to enhance efficiency and effectiveness.
What we’re looking for:
- You should have gravitas and a strong interest in the Grocery industry.
- A natural curiosity to explore new ideas, challenge assumptions, and drive efficiencies.
- You can demonstrate a proven commercial background, with experience gained from working in the retail/manufacturer/research space.
- You will need leadership and coaching skills to help develop our wider customer facing team.
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.
Head of Client Leadership in Watford employer: IGD (Institute of Grocery Distribution)
At IGD, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. Our hybrid working model allows for flexibility while providing ample opportunities for professional growth and development within the IT sector. With a focus on employee well-being and a commitment to impactful projects, joining our team means becoming part of a supportive environment where your contributions truly matter.
Contact Details:
IGD (Institute of Grocery Distribution) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Leadership in Watford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IGD (Institute of Grocery Distribution). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IGD (Institute of Grocery Distribution) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Client Leadership in Watford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IGD (Institute of Grocery Distribution):Your cover letter is your chance to shine! Tell us why you want to work at IGD (Institute of Grocery Distribution) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IGD (Institute of Grocery Distribution)!
How to prepare for a job interview at IGD (Institute of Grocery Distribution)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
