Customer Experience Manager – B2B, Logistics & Fulfilment

🕒 May 16

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The Growth Foundation

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🛍️ eCommerce

🤝 B2B

☁️ SaaS

eCommerce • B2B • SaaS

The Growth Foundation is a company specializing in eCommerce growth for businesses ranging from founder-led startups to established multinationals. They provide expertise across various aspects of business growth including brand strategy, customer relationship management (CRM), paid media, and marketplace trading. The company helps businesses unlock growth potential through strategic and executional support, talent acquisition, and technology integration. Their services aim to transform businesses by identifying growth opportunities and optimizing performance across all areas of a company.

📋 Description

• 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 • 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 • 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) • Help customers adopt AI and tech capabilities that improve their performance, visibility and scalability

🎯 Requirements

• 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

🏖️ Benefits

• Performance bonus • Hybrid working: 3 days in the office near Maidstone, Kent / 2 days from home • Wider benefits package