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.
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