Head of Customer Experience - B2B Logistics

Job Description

Responsibilities

• 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
• Define and lead the overall customer growth strategy across the existing portfolio
• Develop relationships with the top 10 customers by revenue, partnering with founders, directors, and senior stakeholders
• Drive proactive commercial engagement, identifying and converting upsell, cross-sell, and renewal opportunities
• Set and deliver revenue targets across the CDM team
• Champion adoption of AI and technology capabilities across the customer portfolio
• Monitor customer satisfaction and proactively manage risks to retention and account growth

Qualifications

• 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