About Us: Founder-led and built on over 40 years of entrepreneurial spirit, Fulfil with Synergy is a trusted multi-channel 3PL partner quietly powering ambitious and recognisable brands across the globe. Operating from facilities in Northampton, the business combines a hands-on people-first approach coupled with automation – delivering scaleable fulfilment, retail, returns and value added solutions with care, precision and pride. Behind every order is a team that treats each brand as their own, focused on getting the detail right and helping clients grow with confidence.
Job Purpose:
The Head of Client Services is a key member of the Fulfil with Synergy leadership team responsible for leading and developing the client services function within our fulfilment operation. This is a pivotal role at the heart of the business – owning strategic relationships, shaping the client experience from onboarding through to daily order fulfilment and beyond and acting as the bridge between commercial ambition and operational delivery.
This is a high impact leadership position, central to driving customer satisfaction, retention, growth and the continued success of both clients and the business.
The key responsibilities will be:
Leadership & Strategy
· Develop, maintain and execute the customer care strategy to support company goals and client satisfaction goals.
· Lead, mentor, and develop the Client Services team, fostering a culture of openness, accountability, service excellence, and continuous improvement.
· Define and monitor KPIs (e.g., response time, customer satisfaction, churn, and service quality).
· Act as the voice of the customer within the leadership team, influencing decisions that enhance service quality and operational performance.
Client Experience Management
· Ensure high-quality, proactive communication with clients, resolving issues efficiently and professionally.
· Engaging with the onboarding process for new clients, ensuring a smooth transition from sales to operations.
· Build and maintain strong relationships with key accounts, acting as an escalation point for major service issues.
· Implement systems and processes that improve transparency, responsiveness, and customer insight.
Operational Excellence
· Collaborate closely with Operations, IT, and Commercial teams to ensure fulfilment performance exceeds clients’ expectations.
· Analyse trends in customer feedback and operational data to identify improvement opportunities.
· Develop and maintain standard operating procedures (SOPs) to ensure consistency and compliance.
· Create and maintain a culture of continuous improvement, leading the charge to improve revenues from existing clients by upselling new products, processes, and services.
People & Performance
· Recruit, train, and develop high-performing customer care professionals
· Conduct regular team performance reviews and implement personal development plans.
· Foster a collaborative, solutions-focused team culture that reflects company values and goals.
Cross-Functional Coordination
· Act as the internal advocate for the clients while maintaining alignment with company priorities.
· Coordinate with finance on invoicing, margin performance, and commercial reporting.
· Work with onboarding teams on new client launches or expansions.
Key Skills and Attributes
Essential
· Proven leadership experience in customer service or account management within fulfilment, logistics, or e-commerce sectors.
· Strong understanding of warehouse operations, order fulfilment processes, and SLA management.
· Exceptional communication, negotiation, and stakeholder management skills.
· Analytical mindset with the ability to interpret data and drive performance improvements.
· Proficiency with customer support platforms (e.g., Freshdesk, etc).
Desirable
· Experience managing B2B e-commerce or retail accounts.
· Exposure to automation or tech-enabled fulfilment environments.
· Continuous improvement or Lean methodology background.
Personal Attributes
- Customer-obsessed mindset with a drive for excellence.
- Hands-on and adaptable leadership style.
- Commercial awareness and a proactive approach to problem-solving.
- Ability to perform under pressure in a fast-paced environment.
- Collaborative, empathetic, and motivational team player.
Salary:
Range: £55,000 – £65,000 based on experience
Benefits:
- Bonus
- Company pension
- On-site parking
Work Location: In person
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