Head of customer experience Work, Jobs in Tonbridge, Ken (with Salaries)

Head of Customer Experience - B2B Logistics
The Growth Foundation —Tonbridge
- Hybrid work
- Continuous improvement
- AI
- Leadership
Quick apply
Admissions Officer
Holmewood House School —Royal Tunbridge Wells
- £25,000 - £27,000 a year
- Part-time
- Administrative experience
- Bachelor's degree
- Organisational skills
- Free parking
- Annual leave
Quick apply
14d
Events Coordinator
Logistics UK —Royal Tunbridge Wells
- Full-time
- Hybrid work
- Microsoft Office
- Travel
- IT
- Annual leave
- Employee assistance programme
Quick apply
Head of Finance and Resources
Rockdale Housing Association —Sevenoaks
- £70,000 a year
- Full-time
- Hybrid work
- Management
- In-person
- Leadership
- Health & wellbeing programme
- Sick pay
Quick apply
1d
Head of Property and Health & Safety
Rockdale Housing Association —Sevenoaks
- £67,500 a year
- Full-time
- Project management
- In-person
- Negotiation
- Health & wellbeing programme
- Referral programme
Quick apply
9d
Head of Sales - Maverick Drinks
Master of Malt —Tonbridge
- Full-time
- Hybrid work
- Sales
- Marketing
- Negotiation
- Employee discount
Quick apply
Luxury Showroom Manager
Quorn Stone —Royal Tunbridge Wells
- £33,000 - £36,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Paid training
- Employee assistance programme
7d
Head of Customer Success - Intuitive
Banyan Software —Croydon
- Hybrid work
- Annual leave
- Employee assistance programme
Quick apply
8d
Sales Manager - London and South East
PYRAMID DISPLAY MATERIALS LTD —Sidcup
- £50,000 - £60,000 a year
- Full-time
- Management
- Sales
- Customer service
- Free parking
- Health & wellbeing programme
Quick apply
8d
Senior Project Manager
Pineapple Contracts —Aylesford
- Full-time
- Microsoft Powerpoint
- Microsoft Office
- Project management
- Free parking
- Annual leave
Quick apply
Head of Systems and Data
Commercial Services Group —West Malling
- £60,000 a year
- Full-time
- Hybrid work
- Management
- No degree
- Leadership
- Annual leave
Quick apply
2d
Business Development Manager - Education
Artic Building Services —Dartford
- £60,000 - £80,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- CRM software
- Free parking
- Health & wellbeing programme
Quick apply
19h
Claims Change & Transformation Lead
The AA —Royal Tunbridge Wells
- Full-time
- Hybrid work
- Driving
- In-person
- Annual leave
- Employee assistance programme
13d
Learning & Development Specialist
Park Holidays UK —Bexhill
- Up to £40,000 a year
- Full-time
- Sales
- Analysis skills
- Travel
- Employee assistance programme
- Employee discount
Senior Business Analyst
Cabot Financial —West Malling
- Azure
- Agile
- IT
- Employee assistance programme
- Employee discount
14d
Head of Business Delivery
Civil Aviation Authority —Gatwick Airport
- Up to £90,000 a year
- Full-time
- Hybrid work
- Presentation skills
- Organisational skills
- Communication skills
- Annual leave
- Gym membership
Group Head of Data Protection
1st Central —Haywards Heath
- From £100,000 a year
- Analysis skills
- Project management
- No degree
Admin Assistant
GF HR Consulting —Lamberhurst
- Full-time
- Customer service
- Salesforce
- Microsoft Office
- Free parking
- Referral programme
Quick apply
2d
Warehouse and Logistics Coordinator
Japanese Head Spa Co —Royal Tunbridge Wells
- From £25,000 a year
- Full-time
- Customer service
- Team management
- Organisational skills
- Employee discount
Quick apply
3d
Copywriter
Ancient + Brave —Lewes
- Part-time
- Employee assistance programme
- Employee discount
13h

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Head of Customer Experience - B2B Logistics

The Growth Foundation
Tonbridge

Quick apply

Job details

Qualifications

Logistics
Continuous improvement
B2B
Relationship management
AI
Account management
Leadership
Communication skills

Full job description

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.

Quick apply

Refine Your Search

head of customer experience jobs in tonbridge, ken

Head of Customer Experience - B2B Logistics

Admissions Officer

Events Coordinator

Head of Finance and Resources

Head of Property and Health & Safety

Head of Sales - Maverick Drinks

Luxury Showroom Manager

Head of Customer Success - Intuitive

Sales Manager - London and South East

Senior Project Manager

Head of Systems and Data

Business Development Manager - Education

Claims Change & Transformation Lead

Learning & Development Specialist

Senior Business Analyst

Head of Business Delivery

Group Head of Data Protection

Admin Assistant

Warehouse and Logistics Coordinator

Copywriter

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