Head of Customer Experience - B2B Logistics

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…