3PL appoints Ryan Walker as Head of Customer Experience

SOFIAH NICHOLE SALIVIO

News Editor

3PL has appointed Ryan Walker as Head of Customer Experience, marking his return to the business.

The newly created role at the Wigan-based logistics and fulfilment company reflects a stronger focus on its existing customer base following changes to service delivery and technology across the organisation.

Walker will oversee the customer journey across all touchpoints, with responsibility for customer engagement and alignment between operational teams. He will also work to bring people, processes and technology closer together as the company reshapes how it supports clients.

Based in Greater Manchester, 3PL provides outsourced fulfilment services for retailers and brands in the UK and overseas. Founded in 2006, the business operates in third-party logistics, serving direct-to-consumer and multichannel retail customers.

Customer focus

The new post signals a shift towards dedicated leadership oversight of customer experience. It forms part of a wider strategy to improve service through investment in staff and systems.

The move comes amid intense competition in outsourced fulfilment, with logistics providers under pressure to offer reliable delivery, clear visibility over orders and stock, and stronger support for brands selling across multiple channels.

3PL has developed its own technology platform, 3PL Fusion, to give customers oversight of operations. Alongside this, the company runs two main service lines: 3PL Direct for direct-to-consumer fulfilment and 3PL Flex for retailers with more complex business-to-business and direct-to-consumer requirements.

Walker’s remit includes finding ways to improve each stage of the customer journey while ensuring customer needs remain part of decision-making across the business. His appointment is tied to the company’s next phase of growth as it expands services and refines operations.

Ian Walker, Founder and Group Chief Executive Officer of 3PL, said: “I’m delighted to welcome Ryan back to the business at an exciting time for everyone associated with 3PL. As we continue to invest in our people, technology and customer proposition, the creation of this role demonstrates our commitment to delivering an exceptional experience for every customer we serve.”

“With a proven pedigree in this space, Ryan brings energy, creativity and a customer-centric mindset that aligns perfectly with our values and ambitions. His appointment will play an important role in supporting the next phase of our growth, strengthening the 3PL brand as we continue to innovate within the fulfilment and logistics sector and enhance the experience we deliver to our customers.”

Growth phase

3PL presented the appointment as part of a broader effort to strengthen service quality while adapting to changing customer expectations. For fulfilment operators, that often means balancing warehouse efficiency with faster response times, tighter integration between systems and staff, and clearer communication with clients selling across websites, marketplaces and wholesale channels.

In that context, customer experience roles have become more prominent across logistics and supply chain businesses, particularly where providers are trying to stand out through service rather than price alone. A dedicated executive focused on the customer journey can also help reduce friction between commercial, operational and technology teams.

For 3PL, the return of a former employee in a new senior role suggests the company sees value in combining institutional knowledge with a sharper service agenda. It did not disclose how long Walker previously worked at the business, but said he returns with experience in the field.

Ryan Walker said: “I’m incredibly proud to be rejoining the business and taking on this new challenge. 3PL has built a solid reputation for great service, innovation and lasting partnerships, and I am excited to help shape the next chapter of the customer experience strategy.

“My focus will be on listening to our customers, supporting our teams and identifying opportunities to enhance every stage of the customer journey. I look forward to working closely with colleagues across the business as we continue to build on the strong foundations already in place.”

The role is intended to help ensure customers remain central to decision-making as 3PL develops its operations, service model and technology platform.