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Head of Customer Experience - B2B Logistics

Posted 9 hours 58 minutes ago by Jobtailor

Permanent

Full Time

Other

Kent, Maidstone, United Kingdom, ME141

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