The posting
The Head of Account Management – UK, Ireland & Southern Europe is responsible for setting the strategy and execution across a team of Account Managers focused on customer retention, growth and strategic relationship management in the UK, Ireland, Southern Europe and Belgium.
The role is accountable for delivering renewal, retention and expansion targets within an established customer base, ensuring customers maximise value from their ICIS investment while identifying opportunities to broaden engagement across the portfolio. Specifically, the role will create the plan, define the resource levels needed and outline the ideal structure.
This leader will drive a high-performance, customer-centric culture, developing deep C level executive relationships with key accounts and ensuring the team executes consistently against customer success, retention and growth objectives.
Key Responsibilities
Customer Retention & Revenue Growth
- Create, define and own regional renewal strategy, retention and expansion targets across the territory.
- Develop and execute customer growth strategies that improve customer value, loyalty and commercial performance.
- Lead account planning across strategic and high-value customers.
- Drive cross-sell and upsell opportunities across ICIS market intelligence, analytics, forecasting and sustainability solutions.
- Ensure robust renewal forecasting and pipeline management through CRM and sales management processes.
Strategic Account Leadership
- Build and maintain senior executive relationships within key accounts.
- Support the team in managing complex, multi-country customer relationships and negotiations.
- Act as an executive sponsor for strategic customers where required.
- Ensure customer challenges, business priorities and market developments are translated into actionable account strategies.
Leadership & Team Development
- Recruit, coach and develop a high-performing Account Management team.
- Establish clear performance expectations and accountability measures.
- Create a proactive culture focused on customer outcomes, collaboration and continuous improvement.
- Support succession planning and talent development across the wider European sales organization, including promoting or recruiting leadership roles as and when needed
- Drive adoption of best-practice account management methodologies and customer engagement disciplines. Set clear proactive engagement models to maximise long term relationships
Customer Experience & Engagement
- Champion a world-class customer experience across the region, create strategic deal governance, risk mitigation and pricing judgement decision.
- Partner closely with Customer Success, Product, Consulting and Marketing teams to shape the priorities across functions to deliver outstanding client value.
- Improve customer satisfaction, retention and advocacy
- Ensure customer feedback is incorporated into regional and global planning processes.
Market & Competitive Intelligence
- Interpret Market trends, competitor activity and client workflow changes to guide commercial strategy
- Maintain a strong understanding of commodity markets, market intelligence trends and evolving customer requirements.
- Demonstrate detailed knowledge of ICIS competitors, their products, commercial strategies, strengths and market positioning.
- Equip the Account Management team with competitive intelligence and effective value propositions.
- Represent ICIS at customer meetings, industry events and regional forums.
Required Experience
- Significant experience 8 years plus, leading Account Management or sales teams in data, analytics, information services, commodities, financial information or related industries.
- Strong track record of delivering customer retention, growth and revenue objectives.
- Experience managing strategic and complex enterprise accounts.
- Proven ability to build relationships and negotiate with senior stakeholders and executives.
- Experience leading geographically distributed teams across multiple countries.
- Demonstrated success in coaching and developing high-performing commercial teams.
Knowledge & Skills
Market Knowledge
- Strong understanding of commodity, energy, chemicals or data and analytics markets.
- Knowledge of the competitive landscape across market intelligence, data, pricing and analytics providers.
- Understanding of customer workflows and decision-making processes across both industrial and commercial customer segments.
Languages
- Fluent English is essential.
- Fluency in French or Italian is strongly preferred.
- Additional European language skills would be advantageous and support engagement across Southern European markets.
Leadership Competencies
- Strong commercial and customer-focused mindset.
- Excellent communication and influencing skills.
- Strategic thinker with strong execution capability.
- High emotional intelligence and coaching capability.
- Ability to lead through change and drive organisational performance.
- Collaborative leader who can operate effectively within a matrix organisation.
Location & Travel
- Based in the United Kingdom.
- Willingness to travel regularly across the region
- Ability to engage effectively with customers at a C Suite level and teams across multiple cultures and markets.
Success Measures
- Renewal and retention performance.
- Expansion revenue growth.
- Customer satisfaction and advocacy.
- Strategic account development.
- Team engagement and performance.
- Forecast accuracy and operational excellence.
- Market share growth within existing accounts.
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