At a Glance
- Tasks: Lead and develop a high-performing team focused on customer experience in B2B logistics.
- Company: Dynamic logistics company prioritising customer satisfaction and innovation.
- Benefits: Competitive salary, growth opportunities, and a culture of accountability.
- Other info: Fast-paced environment with opportunities for professional development.
- Why this job: Make a real impact by driving customer growth and adopting cutting-edge technology.
- Qualifications: Proven leadership in customer experience and strong relationship-building skills.
The predicted salary is between 60000 - 80000 £ per year.
Responsibilities
- 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.
- Define and lead the overall customer growth strategy across the existing portfolio.
- Develop relationships with the top 10 customers by revenue, partnering with founders, directors, and senior stakeholders.
- Drive proactive commercial engagement, identifying and converting upsell, cross-sell, and renewal opportunities.
- Set and deliver revenue targets across the CDM team.
- Champion adoption of AI and technology capabilities across the customer portfolio.
- Monitor customer satisfaction and proactively manage risks to retention and account growth.
Qualifications
- 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.
We think you need these skills to ace Head of Customer Experience – B2B Logistics in Kent
Team Leadership
Client Development Management
Customer Experience Strategy
Relationship Management
Commercial Skills
Technology Adoption
Presentation Standards
