Vice President, Global Customer Success - Continental Europe

About the Role

GXO is seeking a seasoned leader to join their Global Commercial team in a pivotal senior role. This position is responsible for overseeing either a single major Global Account generating $300 million to over $600 million in revenue or a portfolio of strategic accounts of comparable scale. Reporting jointly on profit and loss with regional operations, this role is central to managing GXO's most critical client partnerships by shaping commercial strategies, driving operational performance, and delivering scalable value across various regions and sites.

The Vice President acts as the primary owner of their client accounts, managing commercial, strategic, and relationship aspects comprehensively. This leadership role demands the ability to navigate complex challenges, influence diverse teams, and translate client requirements into measurable business results. It offers considerable exposure across GXO and direct access to senior leadership, enabling long-term partnerships that generate growth and enhance client retention.

Key Responsibilities

• Develop and continuously refine a comprehensive Customer Key Account Plan focused on driving growth, client retention, and satisfaction.
• Lead global client strategy efforts, aligning GXO’s solutions with client priorities, expansion plans, and supply chain obstacles.
• Maintain thorough oversight of account metrics including revenue, margins, contract statuses, and operational scope.
• Identify and capitalize on growth prospects such as cross-selling, service expansion, and new offerings.
• Manage contract renewals end-to-end, including strategy formulation, risk assessment, and negotiations.
• Establish and nurture senior client relationships across all levels, serving as a trusted advisor.
• Steer global governance activities like Quarterly Business Reviews and executive steering committees to ensure alignment and performance.
• Enhance GXO’s market stance and proactively defend and expand its wallet share within the account portfolio.
• Oversee account risk management, promptly addressing and escalating issues when necessary.
• Jointly manage P&L outcomes with regional teams, optimizing revenue, margins, and cost efficiency.
• Coordinate cross-functional teams to guarantee a consistent, high-quality client experience worldwide.
• Promote a culture of innovation, data-based decision-making, and continuous improvement throughout the client engagement lifecycle.

Candidate Profile

• Proven record managing global or strategic accounts with revenues exceeding $200 million along with P&L responsibility.
• Demonstrated success in increasing client retention, driving revenue growth, and enhancing margins in complex operational environments.
• Strong commercial insight, including skillful contract negotiation, pricing strategies, and financial management.
• Experience leading within multi-regional, matrixed organizations and influencing senior executives.
• Ability to cultivate trusted relationships at board and operational levels.
• Strategic thinker capable of translating business plans into tangible measurable results.
• Strong emotional intelligence with excellent communication, negotiation, and stakeholder engagement capabilities.
• Data-driven approach utilizing analytics, key performance indicators, and client satisfaction metrics such as NPS and CSAT.
• Industry experience in contract logistics, third-party logistics (3PL), or supply chain management, including familiarity with automation, AI, and technology-enabled logistics solutions.
• Resilient and adaptable in fast-moving, complex, and ambiguous business contexts.
• Collaborative leadership style that encourages accountability, influence, and constructive challenge.

Additional Details

This is a regional leadership position based in Continental Europe, requiring approximately 50% travel across the region. The working model is a hybrid/home-office arrangement with regular on-site presence as needed. GXO offers competitive remuneration and a comprehensive benefits package. The company is dedicated to engineering more efficient, intelligent, and lean supply chains.