Principal Consultant

Overview

Good Growth is one of the fastest growing digital consulting businesses in the UK. Using science, we put the customer at the heart of decision making for some of the world's leading brands. Based in Exeter, with satellite offices in London and New York, we provide our services across a range of sectors.

The value created for clients, our Net Promoter Scores earned by our delivery teams and the quality of our IP methodology and resources, enable us to attract and retain major brands from around the globe.

**Job purpose**

The primary focus of this role is to own and maximise the lifetime value of a portfolio of major client accounts. The role reports to the Client Services Director and takes the lead in establishing and maintaining long-term and highly valued stakeholder relationships, defining and responding to client commercial challenges, and engaging and orchestrating expert resources from across the Good Growth team to win, retain and extend accounts and drive the maximum value for our business.
- Build the commercial strategy for each allocated client, capture this in a client account plan and ensure its execution to the highest possible standards.
- Ensure that all activity is aligned to our long-term commercial objectives and strategy for growing the business, and contribute to the strategy by identifying opportunities to improve our internal operations and commercial tactics
- Operate as lead point of contact for clients and internal teams, building and maintaining strong, long-lasting client relationships and managing all project stakeholders throughout each account life cycle.
- Establish and maintain a deep understanding of each client's business, including its conditions, commercial opportunities, risks and controls, and feed this into the client account management process.
- Engage with Account Managers to ensure the efficient scheduling of Good Growth resources and support the prioritisation of activity, including the tracking and reporting of agreed key performance indicators for client success.
- Own each client account from start to finish; ensuring the most successful introduction to Good Growth and the identification and maximisation of every extension, upsell and cross sell opportunity throughout the client account life cycle.
- Identify, manage and report on client delivery risks and escalate where required in line with the Client Services Team processes.
- Communicate and present our key findings and the impact of our activity to key client stakeholders in a highly effective and engaging manner consistently throughout each engagement.
- Collaborate with other Good Growth teams, including Insight & Analytics to ensure the best possible client outcomes and returns, whilst ensuring maximum value for our business, and support the continuous improvement of new products and processes.
- Manage any direct reports to agreed performance standards and support their development.

These are the key accountabilities identified and this list is not intended to be exhaustive.

**Key ways of working for success**
- Motivated by building and growing lasting and successful relationships
- Highly commercial and confident to own and engage with commercial strategy
- Strong strategic perspective on client and internal challenges
- Confident and effective communicator, with the ability to make the complex simple
- Excellent attention to detail and confident with numbers
- Enjoys working under pressure, both within a team and independently
- Highly collaborative with a positive, can-do attitude and brings energy to the team
- Resilient and will persevere in finding solutions to problems
- Works with integrity and absolute discretion
- Motivates and engages direct reports and other key members of the team
- Enjoys giving and receiving constructive feedback with our internal teams

**Expectations and key performance indicators**

Role holders will be expected to demonstrate the following key attributes and attitudes: these will be the key drivers behind the evaluation of their performance:

- The ability to build and deliver commercial strategies aligned to our growth targets and strategy for the business
- The creation of engaging and impactful engagements with client teams at every stage in the sales cycle (final pitch, workplan/kick-off, stage workshops, insight, strategy, test and learn sessions, QBRs and extension discussions)
- The consistent delivery of positive and effective communication of client needs and challenges both internally and externally
- Continuous desire to learn, with demonstrable skills in particular digital specialism that has been carefully scoped to add value to client projects and wider team development
- The delivery of an effective stakeholder engagement strategy that maintains a close relationship with the client at every level
- The effective utilisation of available resources (financial and human)

**Success Measures**
- **Customer satisfaction **(NPS scores; NPS f