At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and drive revenue growth.
- Company: Fast-growing B2B logistics company focused on innovation and customer success.
- Benefits: Competitive salary, leadership opportunities, and a culture of continuous improvement.
- Other info: Join a diverse team committed to growth and excellence.
- Why this job: Make a real impact by shaping customer strategies and driving business success.
- Qualifications: Proven leadership in customer experience and strong relationship-building skills.
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.
Due to the high volume of applications we receive, if you have not heard from us within two weeks of submitting your application, please assume that you have not been successful on this occasion. We will, however, keep your details on file and may contact you regarding future opportunities.
Head of Customer Experience - B2B Logistics in Tonbridge 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 that empowers our team 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 Customer Experience - B2B Logistics in Tonbridge
✨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 on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategies and think about how your skills align with their goals. This will help you stand out as someone who’s genuinely interested in making an impact.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience can drive customer success and revenue growth. Tailor your message to highlight your leadership skills and ability to build strong relationships with clients.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Head of Customer Experience - B2B Logistics in Tonbridge
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Customer Experience. Highlight your experience in customer success and team leadership, and don’t forget to sprinkle in some examples of how you've driven 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 fast-paced environment. Share your passion for customer experience and how you’ve built strong relationships with stakeholders at all levels.
Showcase Your Achievements:Quantify your successes! Whether it’s improving customer retention rates or leading a high-performing team, we want to see the numbers that back up your claims. This will help us understand the impact you've made in previous roles.
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’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at The Growth Foundation
✨Know Your Customer Experience Metrics
Before the interview, brush up on key customer experience metrics like NPS, customer lifetime value, and retention rates. Be ready to discuss how you've used these metrics in past roles to drive revenue growth and improve customer satisfaction.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership style and how you've developed teams in previous positions. Think about specific instances where you set clear expectations, coached team members, and fostered a culture of accountability and innovation.
✨Understand the Business Landscape
Research the company’s position within the B2B logistics sector. Familiarise yourself with their competitors, market trends, and any recent news. This will help you articulate how you can contribute to their customer growth strategy and align it with wider business objectives.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and decision-making skills. Think through potential challenges in customer experience management and be ready to discuss how you would approach them, especially in fast-paced environments.
