Closing Date: 10th May 2026
Vidu is working on a super exciting assignment in the search for a Head of Customer Experience on behalf of a rapidly growing high-performing third-party logistics provider.
This is a strategic leadership role with full hands-on accountability, requiring deep engagement in day-to-day customer performance, operational delivery and issue resolution.
Working closely with Operations, Commercial, Finance, Technology and Solutions teams, the role will translate customer expectations into robust, scalable operational solutions and measurable performance outcomes, whilst building and leading a high-performing customer experience function.
This role would be suited to a Key Account Manager ready to step their career up a gear, or a commercially focused operator who wants to be more customer facing.
The role offers the opportunity to shape the customer experience division as the business grows, influence senior decision making and build a function that directly supports long-term growth and profitability.
£50,000-£60,000 basic salary (dependent on experience) plus KPI related bonus structure, car allowance, package and excellent opportunities for career development and progression.
Your Mission:
As Head of Customer Experience, you will lead and embed a consistent, high-quality customer experience, ensuring customers experience our client as a trusted, commercially astute and operationally excellent partner as they grow as one group under one brand.
This role will be instrumental in shaping strategic partnerships within key accounts and unlocking commercial opportunities at group level, whilst playing a critical role in safeguarding client satisfaction.
With accountability for logistics and fulfilment across wholesale and e-commerce, the role will deliver the agreed commercial strategy to drive sustainable growth and long-term profitability.
Key Responsibilities:
Customer Experience Leadership:
Define and own the customer experience strategy, ensuring a consistent approach, tone and standard of service across all sites and brands.
Act as the senior escalation point for key accounts, providing clear leadership, structured resolution and confident client communication.
Champion a customer-first mindset across the business, embedding service excellence into day-to-day operations.
Represent the voice of the customer at senior leadership level, ensuring decisions are informed by customer impact as well as commercial and operational considerations.
Operational Performance & Account Management:
Own operational performance management across customer accounts, ensuring delivery against agreed service levels and contractual KPIs.
Develop, produce and lead KPI reporting, performance dashboards and structured monthly and quarterly account reviews.
Work closely with operational leaders to identify risks, drive corrective actions and support continuous improvement.
Ensure operational performance is visible, understood and proactively managed across the business.
Commercial & Solution Alignment:
Work closely with the Solutions team to support the design, onboarding and implementation of customer solutions, ensuring service models are operationally robust, scalable and aligned to company standards.
Provide operational and customer service insight into commercial proposals, pricing structures and cost-to-serve analysis, supporting informed and sustainable decision making.
Balance customer expectations with operational capability, ensuring service excellence is delivered without compromising margin, resilience or long-term sustainability.
Identify and progress opportunities for service enhancement, value add and account growth in partnership with Commercial.
Claims, Complaints & Supplier Management:
Own the end-to-end claims and complaints process, ensuring fair, timely and commercially appropriate resolution.
Establish clear governance around issue management, root cause analysis and preventative action.
Manage third-party suppliers where their performance impacts customer experience, ensuring accountability and alignment with company standards.
Customer Excellence & Continuous Improvement:
Drive a structured approach to customer excellence across all touch points.
Ensure customer feedback is captured, analysed and translated into measurable improvement.
Maintain a strong focus on professionalism, communication quality and consistency of service.
People Leadership & Development:
Build, lead and develop a high-performing customer experience and account management function.
Coach and develop team members to strengthen commercial awareness, operational understanding and client engagement capability.
Set clear objectives, performance expectations and development plans aligned to company values.
Foster a culture of accountability, ownership and continuous improvement.
Proven experience in a senior customer experience, account management or client services leadership role.
Strong commercial acumen with experience managing cost to serve, service levels and margin.
Demonstrable experience owning operational performance within customer accounts.
Track record of creating, managing and presenting KPIs and performance reporting.
Confident working cross-functionally with Operations, Commercial, Finance, Technology and Solutions teams.
Strong people leadership and coaching capability.
Client focused, commercially minded and solutions driven.
Operationally credible and comfortable working close to the detail.
Calm, confident and decisive under pressure.
Pragmatic, resilient and adaptable in a fast-growing environment.
People-centric leadership approach.
Highly Desirable:
Operational background within warehousing, fulfilment, logistics or a similar service-led environment.
Experience supporting solution design, onboarding and implementation of complex customer accounts.
Experience managing third-party suppliers and service partners.
Experience working with warehouse management platforms and CRM systems, including Mintsoft, NetSuite and Salesforce, to support customer visibility, performance management and onboarding activity
