At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and drive revenue growth.
- Company: Join a fast-growing B2B logistics company focused on innovation and customer success.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional development.
- Other info: Embrace a growth mindset in a supportive, diverse environment.
- Why this job: Make a real impact by shaping customer strategies and leading a high-performing team.
- Qualifications: Proven leadership in customer experience and strong relationship-building skills required.
The predicted salary is between 80000 - 100000 £ per year.
About the opportunity
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
Our client's values shape how the team operates every day:
- 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 Customer Experience - B2B Logistics employer: The Growth Foundation
Join a dynamic and rapidly expanding company that prioritises customer success 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 relationships. Enjoy comprehensive benefits, opportunities for professional advancement, and the chance to lead a high-performing team in a fast-paced environment that embraces technology and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience - B2B Logistics
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategies and think about how you can contribute. Tailor your responses to show how your skills align with their goals – it’s all about making that connection!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and boost your confidence. Focus on articulating your past successes in driving customer growth and managing teams effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that dream job!
We think you need these skills to ace Head of Customer Experience - B2B Logistics
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Customer Experience role. Highlight your experience in customer success and team leadership, and show us how you can drive revenue growth and retention.
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your impact! Use specific examples of how you've led teams, improved customer satisfaction, or driven commercial success in previous roles.
Be Authentic:Let your personality shine through in your application. We value genuine communication, so share your passion for customer experience and how you build relationships with clients and teams.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at The Growth Foundation
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into the company's customer experience strategies. Understand their current challenges and successes in B2B logistics. This will help you articulate how your experience aligns with their needs and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Style
Prepare to discuss your approach to leading teams, especially in fast-paced environments. Share specific examples of how you've developed Client Development Managers or similar roles, focusing on KPIs and growth plans. This will highlight your ability to build a high-performing team.
✨Be Ready for Commercial Conversations
Brush up on your commercial acumen. Be prepared to discuss how you've driven revenue growth and retention in previous roles. Think of examples where you've identified upsell or cross-sell opportunities and how you engaged senior stakeholders in those discussions.
✨Emphasise Your Data-Driven Mindset
Since the role requires a strong understanding of data trends, come equipped with examples of how you've used data to inform decisions. Discuss how you've analysed customer feedback and performance data to drive improvements, showcasing your analytical skills and strategic thinking.
