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 in logistics and technology.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional development.
- Other info: Be part of a diverse team committed to innovation and continuous improvement.
- 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 70000 - 90000 £ 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 CX & Growth (B2B Logistics) in Kent employer: The Growth Foundation
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 that empowers our team members to excel and drive meaningful change. Located in a vibrant area, we offer competitive benefits and opportunities for professional growth, making us an exceptional employer for those seeking a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of CX & Growth (B2B Logistics) in Kent
✨Tip Number 1
Network like a pro! Reach out to connections in the logistics and customer experience sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company’s culture and values. Tailor your responses to show how your experience aligns with their mission. Remember, they want to see how you can drive customer success and revenue growth!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've developed teams and driven performance in previous roles. Use specific examples that highlight your ability to foster a high-performing, customer-focused environment.
✨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.
We think you need these skills to ace Head of CX & Growth (B2B Logistics) in Kent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of CX & Growth. Highlight your experience in customer experience and team leadership, and don’t forget to showcase any relevant achievements that demonstrate your ability to drive revenue growth.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of how you've successfully managed teams and driven customer success in fast-paced environments.
Showcase Your Commercial Mindset:We want to see your commercial acumen! In your application, highlight instances where you've identified and capitalised on revenue growth opportunities. This will show us that you understand the business side of customer experience.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at The Growth Foundation
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience, especially in B2B logistics. Be ready to discuss how you've driven customer success and revenue growth in your previous roles. This will show that you understand the industry and can bring valuable insights to the table.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams effectively in the past. Think about specific situations where you set clear expectations, developed KPIs, or fostered a culture of accountability. Highlighting your ability to coach and develop others will resonate well with the interviewers.
✨Be Ready for Commercial Discussions
Since this role is heavily focused on revenue growth, be prepared to discuss your experience with commercial negotiations and upselling strategies. Have some concrete examples ready that demonstrate your ability to identify and convert revenue opportunities within existing accounts.
✨Emphasise Your Data-Driven Mindset
The job requires a strong understanding of data analysis to identify trends and risks. Be ready to talk about how you've used data to inform your decisions in the past. This could include customer feedback analysis or performance metrics that led to strategic improvements.
