At a Glance
- Tasks: Lead a dynamic team to drive customer success and revenue growth in a fast-paced environment.
- Company: Join an ambitious, fast-growing business at the forefront of logistics and technology.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional development.
- Other info: Embrace a culture of innovation and continuous improvement while working with cutting-edge technology.
- Why this job: Make a real impact by shaping customer experiences and driving strategic growth.
- Qualifications: Proven leadership in customer experience and strong relationship-building skills required.
The predicted salary is between 80000 - 100000 £ per year.
We are partnering with an ambitious, fast growing business operating across fulfilment, manufacturing, technology, and AI solutions to appoint a Head of Customer Experience. This is a senior leadership role for a commercially minded, people focused leader who thrives in fast paced environments and has a proven track record of driving customer success and revenue growth at scale.
You will lead the Customer Experience function, taking ownership of revenue growth, retention, and long term strategic partnerships across the existing customer portfolio. Leading a team of Client Development Managers, you will set the direction for how our client engages, grows, and retains its customer base - building a high performing, commercially driven CX function that operates as a relationship led engine for revenue growth. You will also act as the most senior strategic partner to the highest value customers, while empowering your team to own and develop the broader portfolio.
What you'll be doing
- Team leadership & development
- Lead, manage, and develop a team of Client Development Managers, setting clear expectations, KPIs, and growth plans.
- Build a high performing, commercially driven CX function with a strong culture of accountability and customer focus.
- Coach CDMs in relationship management, commercial skills, technology adoption, and presentation standards.
- Set and monitor team performance against revenue, retention, and engagement targets.
- Foster a culture of innovation, continuous improvement, and customer first thinking.
- Customer strategy & portfolio growth
- Define and lead the overall customer growth strategy across the existing portfolio.
- Own and develop relationships with the top 10 customers by revenue, partnering with founders, directors, and senior stakeholders.
- Develop account growth plans focused on increasing customer lifetime value, wallet share, and long term retention.
- Drive proactive commercial engagement, identifying and converting upsell, cross sell, and renewal opportunities.
- Ensure QBRs, strategic reviews, and executive engagement are consistently delivered.
- Revenue growth & commercial development
- Take ultimate accountability for revenue growth across the existing customer portfolio.
- Set and deliver revenue targets across the CDM team.
- Lead and support commercial discussions, negotiations, and renewals at senior customer level.
- Collaborate with the COO and leadership team to align customer growth strategy with wider business objectives.
- Develop scalable commercial processes and frameworks.
- AI, technology & operational alignment
- Champion adoption of AI and technology capabilities across the customer portfolio.
- Work closely with Operations, Tech, AI, and Customer Operations teams to align customer expectations with operational delivery.
- Lead rollout and adoption of new customer facing systems and AI driven solutions.
- Translate customer feedback into strategic improvements across operational and technology functions.
- Customer experience & continuous improvement
- Set the standard for customer communication across the team.
- Monitor customer satisfaction and proactively manage risks to retention and account growth.
- Analyse customer feedback, trends, and performance data to identify opportunities and risks.
- Partner with Continuous Improvement, Tech, and AI teams to improve customer facing systems.
- Departmental leadership & strategy
- Lead the CX department, setting OKRs, reporting on performance, and owning strategic planning.
- Represent the voice of the customer at leadership level, influencing product, operational, and commercial decisions.
- Build the CX function to scale in line with the business's growth trajectory.
What we're looking for
- Proven track record in a senior customer experience, account management, or client success leadership role.
- Demonstrated experience managing and developing a team of account managers, CDMs, or customer success professionals.
- Highly commercially minded with a strong ability to identify, develop, and convert revenue growth opportunities within existing accounts.
- Strong relationship building and stakeholder management capability, with experience engaging at founder, director, and C suite level.
- Excellent communication, presentation, and strategic planning skills.
- Strong understanding of operational, technology, and AI driven business solutions.
- Proven ability to set strategy, build scalable processes, and translate commercial objectives into team level execution.
- Strong problem solving and decision making capability within fast paced, high growth environments.
- Data driven mindset with the ability to identify trends, commercial risks, and growth opportunities.
- Experience working cross functionally across operations, technology, customer support, and commercial teams.
- Understanding of fulfilment, logistics, manufacturing, or supply chain environments is advantageous.
How you'll work
- People Focused - Build genuine relationships through authentic communication, curiosity, and trust.
- Accountable - Take ownership from start to finish, maintain high standards, and drive resolution at source.
- Growth Mindset - Continuously improve, embrace feedback, and challenge existing ways of working.
- Energy - Bring positivity, urgency, resilience, and solution focused leadership every day.
Key performance indicators
Success in this role will be measured against revenue growth across the existing customer portfolio, customer retention rate, customer lifetime value growth, NPS, churn reduction, CDM team performance, QBR completion rate, senior stakeholder engagement across top 10 accounts, and team development and retention.
We are committed to building diverse and inclusive teams, and we partner with clients who share that commitment. Applications are welcomed from all qualified candidates regardless of age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We're focused on hiring the best person for the role and creating an environment where everyone can do their best work.
Head of CX & Growth (B2B Logistics) employer: Job Search Place Limited
Join a dynamic and rapidly expanding company that prioritises customer experience and employee development in the B2B logistics sector. With a strong focus on innovation, accountability, and a growth mindset, we foster a collaborative work culture where your contributions directly impact revenue growth and client success. Located in a vibrant area, we offer unique opportunities for professional advancement and a commitment to diversity and inclusion, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CX & Growth (B2B Logistics)
✨Get Involved in Industry Events
Logistics and supply chain are all about networking, so hit up those trade shows and local meetups. Places like the UK's Logistics and Supply Chain conference can be goldmines for connecting with potential employers like Job Search Place Limited and learning about the latest trends in the industry.
✨Leverage Online Communities
Join forums and LinkedIn groups specifically for logistics professionals. Share your insights and ask questions to get noticed. Being active in these spaces can help you establish credibility and might just lead to an opportunity at Job Search Place Limited!
✨Showcase Your Skills with a Portfolio
Even if it’s a full-time gig, having a portfolio can really set you apart. Include case studies or projects that demonstrate your understanding of supply chain management, logistics software, or solving operational challenges. You’d be surprised at how much this can impress hiring managers.
✨Apply Directly Through Our Website
Don't forget the power of applying directly through our website! A lot of companies like Job Search Place Limited keep job postings exclusive to their sites. This way, you can easily keep track of your applications and ensure your profile is in front of the right people.
We think you need these skills to ace Head of CX & Growth (B2B Logistics)
Some tips for your application 🫡
Show Your Supply Chain Savvy:In your CV and cover letter, make sure to highlight your understanding of logistics and supply chain management principles. Mention any relevant courses you've taken or tools you've used, like inventory management software or data analysis platforms, to showcase your skills and keep up with best practices in the industry.
Quantify Your Achievements:When detailing your previous work experience, remember to use numbers wherever possible. Did you improve delivery times by a specific percentage? Did you help reduce costs? These kinds of quantified achievements not only catch the eye but also demonstrate your capability in the logistics sector.
Tailor Your Cover Letter to Job Search Place Limited:This is your chance to really connect with the team at Job Search Place Limited. In your cover letter, express why you're passionate about supply chain logistics and how your goals align with the company’s mission. A little personalisation goes a long way!
Include Relevant Certifications:If you've got any certifications related to logistics or supply chain management—like APICS or Six Sigma—make sure you flaunt them! These show that you're committed to your professional development and can set you apart from other candidates.
How to prepare for a job interview at Job Search Place Limited
✨Know Your Logistics Tools
Make sure you're familiar with key logistics software and tools like SAP or Oracle ERP. These are often used in the industry, and being able to demonstrate your knowledge or experience with them can really set you apart during your interview with Job Search Place Limited.
✨Perfect Your Problem-Solving Skills
Expect to tackle scenarios that showcase your problem-solving skills. Think about past experiences where you've had to optimise supply chains or handle logistics challenges. Have a few examples ready to discuss how you made decisions that led to improvements.
✨Show Your Team Spirit
Supply chain roles heavily rely on teamwork and communication. Be prepared to discuss how you've collaborated with others in previous roles. Maybe share a time when you coordinated with a team to resolve a logistical hiccup. This can show Job Search Place Limited that you're a team player!
✨Understand the Big Picture
Be ready to talk about the broader logistics and supply chain trends. Having insights into current challenges in the industry, like sustainability or lead times, can impress the interviewers at Job Search Place Limited. Show them you’re not just focused on the day-to-day but also have a strategic mindset!
