The Growth Foundation
Whetsted, Kent
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.
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.
The Growth Foundation
Whetsted, Kent
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.
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.
The Growth Foundation
The role This hands-on Paid Media Strategist role sits within a busy paid media / tech agency team and combines strategic planning, campaign management and performance optimisation to deliver measurable ROAS, customer acquisition and long-term growth for client portfolios. The role is client-facing and requires a balance of analytical rigour, creative problem solving and commercial accountability. Key responsibilities Developing paid media strategies across search, social, display, programmatic, video and shopping channels aligned to client business objectives and KPIs. Planning and executing end-to-end campaign activity: audience targeting, channel allocation, bid and budget management, creative testing and landing page recommendations. Day-to-day campaign management in platforms such as Google Ads, Microsoft Advertising, Meta Ads, DV360, Campaign Manager and trade desks; implementing tracking and tag management via GTM. Optimising performance through structured testing (A/B and multivariate), bid strategies, audience layering and creative iteration to improve CPA, ROAS and lifetime value. Setting up and maintaining measurement frameworks: conversion tracking, attribution models, UTM tagging and integration with analytics platforms (GA4, BigQuery or equivalent). Producing clear, actionable performance reports and dashboards; extracting insight and presenting regular recommendations to clients and internal stakeholders. Collaborating with creative, CRO and data teams to design high-converting assets, experiment roadmaps and improved user journeys. Managing budgets and pacing across multiple clients and campaigns; forecasting media spend and ensuring efficient use of investment. Maintaining strong client relationships: acting as the day-to-day paid media contact, leading meetings, setting expectations and communicating optimisation plans. Keeping up to date with platform changes, privacy and regulatory developments, and emerging formats to propose innovative channel opportunities. About you You are an analytically minded paid media specialist with a track record of planning and delivering performance campaigns in an agency or in-house environment. You combine technical capability with commercial awareness and clear client communication, and you enjoy working in a fast-paced, collaborative team. We are particularly interested in candidates who can demonstrate the following Hands on paid media experience at an agency or performance focused in house team, managing end to end campaigns across multiple channels. Proven experience with Google Ads and Meta Ads; familiarity with programmatic platforms and DV360 or similar is highly desirable. Strong analytical skills with experience using GA4, spreadsheets, and dashboarding tools to report on performance and drive decision making. Practical knowledge of tracking and measurement: GTM, server side tracking, attribution concepts and managing data flows to analytics platforms. Commercially focused: able to set media KPIs, manage budgets, forecast outcomes and recommend optimisations that align to client ROI objectives. Excellent communication and stakeholder management skills with experience presenting performance and strategic recommendations to client and senior audiences. Curious and test driven: comfortable designing experiments, interpreting results and iterating quickly to improve outcomes. Organised and collaborative: able to manage multiple client priorities, work with cross functional teams and support more junior colleagues. Why join Work on varied, performance driven accounts across retail, lead generation and direct response clients at a growth focused paid media agency. Develop technical and strategic expertise across leading ad platforms and measurement technologies. Be part of a supportive, multidisciplinary team with opportunities for professional development and progression. Competitive salary with benefits and opportunities for performance related bonuses. We welcome applications from candidates of all backgrounds and are committed to creating an inclusive workplace.
The role This hands-on Paid Media Strategist role sits within a busy paid media / tech agency team and combines strategic planning, campaign management and performance optimisation to deliver measurable ROAS, customer acquisition and long-term growth for client portfolios. The role is client-facing and requires a balance of analytical rigour, creative problem solving and commercial accountability. Key responsibilities Developing paid media strategies across search, social, display, programmatic, video and shopping channels aligned to client business objectives and KPIs. Planning and executing end-to-end campaign activity: audience targeting, channel allocation, bid and budget management, creative testing and landing page recommendations. Day-to-day campaign management in platforms such as Google Ads, Microsoft Advertising, Meta Ads, DV360, Campaign Manager and trade desks; implementing tracking and tag management via GTM. Optimising performance through structured testing (A/B and multivariate), bid strategies, audience layering and creative iteration to improve CPA, ROAS and lifetime value. Setting up and maintaining measurement frameworks: conversion tracking, attribution models, UTM tagging and integration with analytics platforms (GA4, BigQuery or equivalent). Producing clear, actionable performance reports and dashboards; extracting insight and presenting regular recommendations to clients and internal stakeholders. Collaborating with creative, CRO and data teams to design high-converting assets, experiment roadmaps and improved user journeys. Managing budgets and pacing across multiple clients and campaigns; forecasting media spend and ensuring efficient use of investment. Maintaining strong client relationships: acting as the day-to-day paid media contact, leading meetings, setting expectations and communicating optimisation plans. Keeping up to date with platform changes, privacy and regulatory developments, and emerging formats to propose innovative channel opportunities. About you You are an analytically minded paid media specialist with a track record of planning and delivering performance campaigns in an agency or in-house environment. You combine technical capability with commercial awareness and clear client communication, and you enjoy working in a fast-paced, collaborative team. We are particularly interested in candidates who can demonstrate the following Hands on paid media experience at an agency or performance focused in house team, managing end to end campaigns across multiple channels. Proven experience with Google Ads and Meta Ads; familiarity with programmatic platforms and DV360 or similar is highly desirable. Strong analytical skills with experience using GA4, spreadsheets, and dashboarding tools to report on performance and drive decision making. Practical knowledge of tracking and measurement: GTM, server side tracking, attribution concepts and managing data flows to analytics platforms. Commercially focused: able to set media KPIs, manage budgets, forecast outcomes and recommend optimisations that align to client ROI objectives. Excellent communication and stakeholder management skills with experience presenting performance and strategic recommendations to client and senior audiences. Curious and test driven: comfortable designing experiments, interpreting results and iterating quickly to improve outcomes. Organised and collaborative: able to manage multiple client priorities, work with cross functional teams and support more junior colleagues. Why join Work on varied, performance driven accounts across retail, lead generation and direct response clients at a growth focused paid media agency. Develop technical and strategic expertise across leading ad platforms and measurement technologies. Be part of a supportive, multidisciplinary team with opportunities for professional development and progression. Competitive salary with benefits and opportunities for performance related bonuses. We welcome applications from candidates of all backgrounds and are committed to creating an inclusive workplace.