At a Glance
- Tasks: Drive revenue growth and build strategic relationships with B2B clients in logistics.
- Company: Fast-growing logistics and technology group focused on B2B customer success.
- Benefits: Competitive salary, performance bonuses, and hybrid working options.
- Other info: Join a dynamic team with opportunities for professional development and growth.
- Why this job: Make a real impact by influencing client growth and earning potential.
- Qualifications: Experience in account management or client services, ideally in B2B logistics.
The predicted salary is between 40000 - 40000 € per year.
About our client
Our client is a fast-growing logistics, fulfilment and technology group serving a portfolio of B2B customers - from scaling D2C brands through to established multi-channel businesses. They combine operational excellence with AI-driven technology to help their customers grow, and they're now expanding their Customer Experience team to drive deeper commercial relationships across their account base.
The opportunity
This is a B2B account management and growth role - not a customer service or ticket-handling position. You'll own a portfolio of business customers, build relationships with founders, directors and senior stakeholders, and be directly accountable for revenue growth, retention and account expansion. If you're commercially driven, energised by hitting targets, and motivated by directly influencing your earnings through a performance-related bonus, this is worth a closer look.
What you'll be doing
- Revenue growth & commercial development
- Drive upsell, cross-sell and expansion across your portfolio of B2B accounts
- Identify opportunities to grow customer spend across fulfilment, manufacturing, technology and AI services
- Build and own account growth plans focused on customer lifetime value
- Lead commercial conversations including renewals, pricing and contract expansions
- Strategic relationship management
- Act as the primary strategic point of contact for a portfolio of B2B clients
- Partner with founders and senior stakeholders to understand their growth plans and translate them into commercial opportunities
- Run regular account reviews, manage retention risks proactively, and keep customers aligned with the roadmap
- Onboarding & implementation (shared team ownership)
- Contribute to the CX team's shared ownership of new customer onboarding - from sales handover through go-live and the hypercare period (up to 45 days post go-live)
- Coordinate across Operations, Tech, AI, Sales and Customer Ops to deliver on-schedule go-lives
- Manage expectations, flag risks early, and ensure smooth transitions into steady-state account management
- AI, technology & operational alignment
- Help customers adopt AI and tech capabilities that improve their performance, visibility and scalability
- Translate customer feedback into product, operational and technology improvements
What our client is looking for
- Proven background in Client Services, Customer Success, Account Management or Strategic Partnerships - ideally B2B and within logistics, fulfilment or supply chain
- Genuine commercial mindset with a track record of upsell, cross-sell and renewal conversations with senior decision-makers
- Strong stakeholder management at founder and director level
- Experience contributing to customer onboarding / implementation, working cross-functionally across operations, tech and commercial teams
- Comfortable with data, KPIs, and managing multiple accounts and projects concurrently
- Understanding of operational, technology and AI-driven business solutions
KPIs you'll be measured on
- Revenue growth within existing accounts
- Upsell & cross-sell revenue
- Net Revenue Retention (NRR)
- Customer retention & churn reduction
- Customer Lifetime Value growth
- NPS
- Onboarding milestone adherence & go-live success
- Time to Value
- AI & technology adoption across accounts
The package
- Salary: Circa £40,000 (DOE)
- Performance bonus - weighted heavily towards commercial outcomes (upsell, cross-sell, KPI achievement)
- Hybrid working: 3 days in the office near Maidstone, Kent / 2 days from home
- Plus a wider benefits package
Our client is an equal opportunities employer and welcomes applications from all backgrounds.
Customer Experience Manager (B2B) - Logistics & Fulfilment in Tonbridge employer: The Growth Foundation
Our client is an exceptional employer, offering a dynamic work environment that fosters growth and innovation in the logistics and fulfilment sector. With a strong focus on employee development, you will have the opportunity to build meaningful relationships with B2B clients while driving revenue growth in a supportive culture that values performance and collaboration. The hybrid working model near Maidstone, Kent, combined with a competitive salary and performance-related bonuses, makes this role not only rewarding but also flexible and conducive to a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (B2B) - Logistics & Fulfilment in Tonbridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the logistics and fulfilment space. Attend industry events, join relevant online forums, and don’t be shy about reaching out to potential contacts on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by researching the company and its clients. Understand their growth plans and think about how you can contribute to their success. Tailor your answers to show that you’re not just another candidate, but someone who can drive revenue growth and build strong relationships.
✨Tip Number 3
Showcase your commercial mindset! Be ready to discuss your past successes in upselling and cross-selling. Use specific examples to demonstrate how you’ve managed accounts and driven growth. This will help you stand out as a candidate who understands the B2B landscape.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can give you an edge. Plus, it’s a great way to show your enthusiasm for joining our team and contributing to our clients’ success.
We think you need these skills to ace Customer Experience Manager (B2B) - Logistics & Fulfilment in Tonbridge
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Experience Manager. Highlight your experience in B2B account management and any relevant achievements in revenue growth or client relationships. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about logistics and fulfilment, and how your skills align with our client's needs. Be sure to mention specific examples of your past successes in upselling and cross-selling.
Showcase Your Commercial Mindset:In your application, make it clear that you understand the commercial side of things. Share instances where you've driven revenue growth or managed key accounts. We love candidates who can think strategically and act decisively!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at The Growth Foundation
✨Know Your Numbers
Before the interview, brush up on key metrics related to revenue growth, customer retention, and upselling. Be ready to discuss specific examples from your past experiences where you successfully drove these metrics. This shows that you understand the commercial side of the role.
✨Research the Company
Dive deep into the logistics and fulfilment industry, especially focusing on how AI and technology are shaping it. Familiarise yourself with the company's portfolio and their B2B customers. This will help you tailor your answers and demonstrate genuine interest in their operations.
✨Prepare for Strategic Conversations
Think about how you would approach discussions with founders and senior stakeholders. Prepare examples of how you've managed relationships and identified growth opportunities in previous roles. This will showcase your strategic mindset and ability to influence decision-makers.
✨Showcase Cross-Functional Collaboration
Since this role involves working across various teams, be ready to share experiences where you collaborated with operations, tech, or sales teams. Highlight how you contributed to successful onboarding or implementation processes, as this will illustrate your ability to manage complex projects.
