Customer Experience Manager (B2B) - Logistics & Fulfilment

About our client

Our client is a fast-growing logistics, fulfilment and technology group serving a portfolio of B2B customers - from scaling D2C brands through to established multi-channel businesses. They combine operational excellence with AI-driven technology to help their customers grow, and they're now expanding their Customer Experience team to drive deeper commercial relationships across their account base.

The opportunity

This is a B2B account management and growth role - not a customer service or ticket-handling position. You'll own a portfolio of business customers, build relationships with founders, directors and senior stakeholders, and be directly accountable for revenue growth, retention and account expansion.

If you're commercially driven, energised by hitting targets, and motivated by directly influencing your earnings through a performance-related bonus, this is worth a closer look.

What you'll be doing

Revenue growth & commercial development

• Drive upsell, cross-sell and expansion across your portfolio of B2B accounts
• Identify opportunities to grow customer spend across fulfilment, manufacturing, technology and AI services
• Build and own account growth plans focused on customer lifetime value
• Lead commercial conversations including renewals, pricing and contract expansions

Strategic relationship management

• Act as the primary strategic point of contact for a portfolio of B2B clients
• Partner with founders and senior stakeholders to understand their growth plans and translate them into commercial opportunities
• Run regular account reviews, manage retention risks proactively, and keep customers aligned with the roadmap

Onboarding & implementation (shared team ownership)

• Contribute to the CX team's shared ownership of new customer onboarding - from sales handover through go-live and the hypercare period (up to 45 days post go-live)
• Coordinate across Operations, Tech, AI, Sales and Customer Ops to deliver on-schedule go-lives
• Manage expectations, flag risks early, and ensure smooth transitions into steady-state account management

AI, technology & operational alignment

• Help customers adopt AI and tech capabilities that improve their performance, visibility and scalability
• Translate customer feedback into product, operational and technology improvements

What our client is looking for

• Proven background in Client Services, Customer Success, Account Management or Strategic Partnerships - ideally B2B and within logistics, fulfilment or supply chain
• Genuine commercial mindset with a track record of upsell, cross-sell and renewal conversations with senior decision-makers
• Strong stakeholder management at founder and director level
• Experience contributing to customer onboarding / implementation, working cross-functionally across operations, tech and commercial teams
• Comfortable with data, KPIs, and managing multiple accounts and projects concurrently
• Understanding of operational, technology and AI-driven business solutions

KPIs you'll be measured on

• Revenue growth within existing accounts
• Upsell & cross-sell revenue
• Net Revenue Retention (NRR)
• Customer retention & churn reduction
• Customer Lifetime Value growth
• NPS
• Onboarding milestone adherence & go-live success
• Time to Value
• AI & technology adoption across accounts

The package

• Salary: Circa £40,000 (DOE)
• Performance bonus - weighted heavily towards commercial outcomes (upsell, cross-sell, KPI achievement)
• Hybrid working: 3 days in the office near Maidstone, Kent / 2 days from home
• Plus a wider benefits package

Our client is an equal opportunities employer and welcomes applications from all backgrounds.