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.
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
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
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
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.
