Client Growth Director

Job description

The Client Growth Director owns the commercial relationship for a portfolio of ICP's assigned accounts and is responsible for the booking number. The role exists to create value and convert opportunities by bringing commercially led strategic thinking. CGD should have a sharp POV of their client, the context they operate in, the value & Solutions ICP can provide and full visibility of the whitespace – beyond existing projects and stakeholders. The Client Growth Director engages at key points of the client lifecycle, nurturing trust and partnering with the Engagement Lead's delivery team. The CGD leads key growth conversations across full spectrum of stakeholders. The role sits within the Sales organisation. The CGD leads and is accountable for commercial growth across the portfolio - renewals, upsell and cross-sell. The operating model is deliberately advisory and collaborative, rather than transactional. Delivery, revenue recognition and client satisfaction are owned by the Engagement Lead , with whom the Client Growth Director works as a genuine partner. The role exists to industrialise existing-account growth: to convert the whitespace of our accounts into a repeatable, well-qualified pipeline. This role will report to the Chief Revenue Officer and Growth Partner and will collaborate with cross-functional teams across ICP. As part of the FY27 operating model, we are creating 2 distinct remits: Growth and Delivery. The Client Growth Director (Growth / CRO) owns the commercial relationships, growth pipeline and account growth. The Engagement Lead (Delivery / CCO) owns delivery, revenue recognition, margin improvement and client satisfaction (NPS). The two co-own each account with one number each. Account growth is driven by the ICP Whitespace methodology, and HubSpot is the single backbone for accounts, contacts, opportunities and the whitespace heatmap. Key Responsibilities: Be a trusted growth advisor Proactively bring a commercial POV to clients - anchored in their client context, industry trends, best practices, project to date, and ideas for how ICP could support them. Growth conversations should originate from insights as often as from a gap in the whitespace map. Engage across the relationship lifecycle , not only around commercial moments: check in during key delivery, understand emerging client priorities early, and be a visible, known presence to senior stakeholders. Act as a credible senior counterpart to client executives — someone they would call with a strategic question, not only someone who calls them with a proposal. Serve as a credible executive partner to senior client stakeholders, continuously introducing fresh perspectives, emerging industry trends, and practical solutions that create value, rather than waiting for clients to define the brief. Build wide and deep client relationships Develop and own relationships across the account's full whitespace roster (Solution Area x Service Line buying centres), so that ICP is seen as a genuine thought partner throughout the client organisation, not just in the buying centre closest to the current engagement. Map and maintain client decision makers, budget holders, influencers, champions and blockers; identify and cultivate executive sponsors. Own and maintain the account's whitespace in HubSpot: value opportunity, current penetration and target, as a living account-planning tool, not just a pipeline tracker. Own account growth and commercial outcomes Carry and deliver an annual commercial growth target across the assigned portfolio, driven by renewals, upsell and cross-sell. Protect the base and expand it. The GCD performance is measured on signed engagements (bookings), not on delivered revenue or margin. Own the commercial number for each account and forecast it with discipline. Shape well-structured, profitable engagements : scope, pricing and terms that work at target margin, in partnership with the Solution Specialist and the Engagement Lead. Growth that cannot be delivered well is not a win for the client or for ICP. Run structured account planning and growth reviews on a regular cadence, prioritising highest-value opportunities and tracking progress against FY27 growth targets. Leads the end-to-end commercial and contracting process Owns the end-to-end commercial process for assigned accounts, from opportunity shaping to agreement, applying a consistent qualification approach and keeping a clear path to agreement on live opportunities. Work with Solution Specialists to shape solutions and build proposals; own the commercial narrative, pricing and negotiation. Lead commercial discussions with the client and manage internal and client-side Legal, Finance and InfoSec on MSAs, contracts, SOWs, order forms and security / compliance reviews. Uphold pricing and discount governance; secure approvals and escalate deviations per policy. Partner with the Engagement Lead (Delivery) Work hand-in-hand with the Engagement Lead, who owns delivery and revenue and is measured on NPS and margin improvement, treating delivery health as shared context. Convene and co-chair Quarterly Business Reviews (QBRs) for assigned clients: the Engagement Lead presents engagement & delivery status, and the Client Growth Director brings forward strategic ideas, expansion thinking and next-phase work grounded in the client's own priorities. Ensure a clean handover on every new engagement, so delivery starts from a complete picture of scope, commercials, assumptions and stakeholders. Monitor account health and renewal / churn risk jointly with the Engagement Lead, and act early on relationship or commercial risk. Collaborate across the business Operate as a growth connector across ICP — Solution Specialists, Marketing, Delivery, Finance, Partner Manager, treating strong internal collaboration as a defining strength of the role, not an administrative afterthought. Work with Marketing to ensure every whitespace roster has the right contacts mapped, close coverage gaps in high-opportunity cells, and feed account intelligence back so campaigns and content stay tied to real client priorities. Bring the right internal expertise to the client at the right time, pulling in Solution Specialists, subject-matter experts or partners proactively, rather than defaulting to a single point of contact model. Pipeline, forecasting and HubSpot discipline Maintain healthy pipeline coverage against target, building coverage ahead of need. Keep HubSpot accurate and current as the single system of record: accounts, contacts, whitespace cells, opportunities, next steps, close dates and forecast. Provide accurate, disciplined weekly forecasting and keep the personal dashboard current. Commercial governance and handover Owns account cash health, including ageing receivables, in partnership with Finance to protect cash and DSO. File and maintain all commercial documents (contracts, POs, SOWs, order forms) in the correct systems and complete a structured handover of signed documentation to the Engagement Lead. Ensure commercial compliance (approvals, signatures, data / privacy and security terms) on every deal HOW SUCCESS IS MEASURED The Client Growth Director is measured on commercial growth and pipeline health, and on the depth and quality of the client relationship, these are not competing measures. Delivered revenue, margin and NPS remain the Engagement Lead's KPIs, but a Client Growth Director who hits a number while the relationship thins out has not done the job. Commercial growth (bookings) vs target (primary): renewals plus upsell / cross-sell. Pipeline coverage ratio (target 4x) and forecast accuracy. Whitespace penetration progress: signed engagements / opportunity, and reduction in zero- and low-penetration cells. Depth and breadth of senior client relationships across the whitespace roster, and evidence of proactive, insight-led engagement (not only reactive proposals). Quality of cross-functional collaboration, as reflected by Delivery, Marketing and Solution Specialist partners. Cash flow health / DSO for assigned accounts HubSpot data quality: completeness and currency of accounts, contacts, whitespace cells and opportunities. KEY RELATIONSHIPS Internal VP of Growth — line manager, targets and forecast. Engagement Lead — delivery counterpart; co-owns the account (delivery, revenue, margin, NPS). Solution Specialists — solutioning and proposals. Marketing — demand generation, contact coverage, CRM and campaigns. Partner Manager — partner-sourced opportunities, particularly technology (TIS). Legal, Finance, InfoSec — contracting, commercial terms and security reviews. New Business (BD) — receives accounts once they cross the £250k / 12-month handoff threshold. External Client decision-makers, budget holders, buyers, champions across entire client organisation across the account's buying centres, and relevant technology / delivery partners. EXPERIENCE AND QUALIFICATIONS Required Proven track record building senior, trusted relationships in an enterprise, consultative account management or advisory environment, and consistently growing existing accounts through upsell and cross-sell. Experience owning complex, multi-stakeholder commercial processes and negotiating MSAs, SOWs and commercial terms with Legal, Finance and Procurement. Comfort bringing an independent point of view to senior client stakeholders, grounded in genuine subject-matter credibility rather than a purely transactional sales approach. Strong CRM discipline (HubSpot preferred) and reliable forecasting. Comfort operating in a split growth / delivery model, partnering closely with delivery leads as equals. Preferred Domain knowledge in content operations and associated technology platforms DAM / PIM / PXM, digital shelf, creative operations, marketing technology or adjacent fields. We're passionate about creating an inclusive workplace that promotes and values diversity. Companies that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity and perspective are proven to be better companies. More importantly, creating an environment where everyone, from any background, can do their best work is the right thing to do. About ICP ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.™ With offices in Atlanta, London, Mexico City, Mumbai , and Shanghai , we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes. Who We Are At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive. We're A People First Company At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan. Bring the Confidence Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you!