OverviewThe Head of Customer Experience (CX) is responsible for designing, implementing, and continuously improving the end-to-end customer journey across the business in managing the full client lifecycle from onboarding to renewal. In a fast-paced fulfilment and logistics environment, the role ensures that client expectations are consistently exceeded through strong service delivery, proactive communication, operational alignment, and strategic account management. This individual will lead the customer service and success functions, working closely with operations, technology, and commercial teams to deliver a best-in-class customer experience that drives retention, growth, and reputation. This role will ensure that our customers receive a consistently high standard of service across onboarding, order processing, warehousing, despatch, returns, and reporting with an emphasis on key accounts. You will act as the voice of the customer internally, driving continuous improvement, service excellence, and long-term customer retention.Key ResponsibilitiesOperating from our flagship HQ in Wigan, this diverse and fast-paced role spans a wide range of responsibilities, including (but not limited to):Customer Journey & Service ExcellenceOwn and map the full customer journey from onboarding through ongoing operationsIdentify service gaps and implement structured improvement plansEnsure SLAs and KPIs are consistently achieved or exceededLead customer service standards across warehouse and account teamsIdentify upsell/cross-sell opportunities across customer baseSupport Head of Business Development in contract renewalsWork closely with Business Development to launch new products and services to existing customer baseResponsibility of CRM/CRE’s, along with training, mentoring and performance managementCustomer Relationship ManagementAct as senior escalation point for key customer issuesConduct regular service review meetings with customersMonitor customer satisfaction (CSAT/NPS where applicable)Build strong relationships with eCommerce, retail, and B2B clientsOperational CollaborationWork closely with Warehouse, Transport, Inventory and IT teamsDrive root cause analysis for fulfilment errors (mis-picks, delays, damages)Improve communication flows between operations and customer-facing teamsEnsure accurate and timely reporting to customersPerformance & Continuous ImprovementDevelop CX KPIs aligned with OTIF, order accuracy, dispatch time and returns ratesAnalyse complaints and trends to reduce repeat issuesImplement structured feedback loopsSupport automation and system enhancements (WMS, CRM, reporting tools)Responsibility of CRM/CRE’s, along with training, mentoring and performance managementOnboarding & ImplementationOversee structured onboarding of new clientsEnsure smooth go-live transitionsDefine service level agreements and operational expectationsCoordinate cross-functional launch teamsSkills & Experience RequiredEssential3+ years’ experience in customer experience, customer services, or operations managementExperience within fulfilment, logistics, warehousing or eCommerce distributionStrong understanding of SLAs and operational KPIsProven ability to manage escalations professionallyAnalytical mindset with strong problem-solving capabilityExcellent communication and stakeholder management skillsDesirableExperience with WMS systemsKnowledge of UK logistics and courier networksExperience working with B2C eCommerce and B2B retail brandsProcess improvement background (Lean / Six Sigma advantageous)Personal AttributesCustomer-first mindsetCommercially awareHighly organised and detail-drivenCalm under pressureSolutions-focusedStrong cross-functional influencerSuccess looks likeSuccess for a Customer Experience Manager in a UK fulfilment business means delivering consistently reliable service performance while building strong, trust-based customer relationships. This is reflected in high OTIF and order accuracy rates, reduced escalations, structured service reviews, smooth customer onboarding, and improved retention. Ultimately, success looks like a proactive, well-aligned operation where issues are prevented rather than repeatedly fixed, clients feel confident and informed, and customer experience directly supports revenue stability and growth.What we OfferRemuneration: A competitive salary, and pension contribution (dependent on experience and your geographic market benchmark), and plenty of opportunities to grow from there.Annual Leave: 33 days of paid annual leave including public holidays, plus your birthday on us subject to a qualifying period. We want you top of your game and that means rest.Wellbeing: Our Medicash program includes GP anytime, cashback for prescriptions, optical, dental etc. In addition fresh fruit weekly and refreshments are provided.Life Assurance: Death in service cover at 4 x annual salary subject to qualifying period.Perks: Our Bright HR benefits platform offers a variety of discounts across wellbeing and lifestyle. In addition, you get to access a range of exclusive discount codes from some of the fantastic retail brands we work with.Facilities: Free onsite parking and access to fantastic welfare facilities.Growth and development: From day one, our investment in your learning, development, and career progression is a top priority. And with the rate we are growing at, there are plenty of long-term career opportunities where talent is identified.A team that feels like family: You will be joining a fun, supportive team that prioritizes high autonomy, and collaboration primarily. We also host regular team social events.Culture & engagement: Our approach to culture encourages transparency, ownership, and honesty. We have no room for toxicity, bureaucracy, and micro- management, here at 3PL.Our StoryFrom its inception in 2006, our founding vision was to build a company that specialised in providing fulfilment & delivery support to aspiring retail brands offering exceptional quality of service and value for money. In realising such a vision, the customer would be at the heart of everything and would enjoy a service experience that was second to none. To that end 3P Logistics (3PL) was born.Today, the company that began as a 2 head 10,000 sq. ft operation has now become one of the fastest growing privately owned fulfilment businesses in the UK with a prestigious reputation underpinned by great relationships and value for money. As a fully integrated 3PL the Company also provides an extensive range of valued added support functions that further complements its award-winning offering.Next StepsIf you believe you have the personality, the experience, the skills, and the determination to succeed send us your CV to start your journey towards joining a winning team and together we will MAKE SHIP HAPPEN!Please note due to the large volume of applications we receive for these roles, if we have not contacted you within 21 days then, unfortunately, your application hasn’t been successful, however, we may contact you regarding other roles and we wish you all the best in your job search.No agencies please.ApplyEmail your CV and covering letter tocareers@3p-logistics.co.ukLet\'s make ship happen3PL HQ / Depot 1 (RDC), Three Sisters Road, Ashton-In-Makerfield, Wigan, Greater Manchester, United Kingdom, WN4 9GD.+44 1942 720 0773PL Depot 2 (TFH) Lockett Road, South Lancs Industrial Estate, Ashton-in-Makerfield, Wigan, Greater Manchester, WN4 8DE+44 1942 720 077Fulfilment Services3PL Direct3PL FlexeCommerce FulfilmentCrowdfunding FulfilmentContact Centre OutsourcingInternational Delivery (D2C)Global Freight ManagementKitting & AssemblyCarrier Management ServicesReworkReturns ManagementVendor ManagementWarehousingSectorsBeauty & Cosmetics FulfilmentChild & Baby Product FulfilmentElectronics FulfilmentFashion FulfilmentFood & Drink FulfilmentPet Supplies FulfilmentSports Fashion FulfilmentSupplement and Vitamin FulfilmentSoftwareAmazon FulfilmentBigCommerce FulfilmenteBay FulfilmenteCommerce Fulfilment softwareEtsy FulfilmentIntegrations and PartnersMulti Channel Fulfilment softwareShopify FulfilmentTikTok FulfilmentWish FulfilmentWooCommerce FulfilmentCompanyAbout 3PLSustainable FulfilmentCase StudiesBlogCareersPrivacy PolicyCookie PolicyContact3PL is the trading name of ‘3P Logistics Limited’, a business registered in England and Wales (05876788) at the registered offices of Three Sisters Road, Ashton-In-Makerfield, Wigan, United Kingdom, WN4 9GD. VAT number: GB 889661942.© 2026 3P Logistics Limited. ‘3P Logistics’ is a registered trademark of 3P Logistics Limited’. #J-18808-Ljbffr