Head of Customer Success (Retail)
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Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades old delivery universe? If so, read on, as we’re looking for a Head of Customer Success to join our Newstrade Commercial team!
The InPost Newstrade division specialises in final-mile delivery for newspaper publishers and magazine distributors, covering 75% of the UK and Ireland with a 45% market share. Operating from 36 locations, it delivers almost 1bn newspapers, magazines, and collectibles to around 21,000 customers. The division includes core final-mile operations, magazine primary distribution, corporate distribution, outsourced retail consultancy, and airside media placement.
As our network grows at lightning speed, so do the opportunities within it. This is your chance to be part of something big, where every day is fast-paced, impactful, and full of possibilities.
About the role:
The Head of Customer Success will lead the strategy, performance, and long-term success of our customer facing teams across InPost Newstrade, supporting our Managing Director.
This leadership role combines strategic thinking, customer advocacy, and strong relationship management to maximise retention, expand revenue within key accounts, and deliver a consistently exceptional customer experience., alongside leading and developing a small team.
What you’ll be doing
Customer Strategy & Leadership
- P+L Ownership for FORE, Retail Consultancy.
- Lead customer planning frameworks across all key accounts and independent customers, ensuring clear success metrics, retention focus, and growth opportunities.
- Develop business cases that demonstrate ROI from customer-led initiatives and operational enhancements.
Account Management & Customer Growth
- Own strategic relationships with key customers to build long term partnerships
- Drive expansion and value-add opportunities within existing accounts, identifying new services, efficiencies, and partnership innovations.
- Joint Business Plan development, customer value proposition articulation and positioning InPost Newstrade as a Partner of choice.
Cross-Functional Collaboration
- Partner closely with Operations, IT and key central services to drive best in class customer service & continual improvement
- Work alongside Finance to ensure accurate forecasting of customer revenue, churn risk, and account-level profitability.
- Serve as the customer voice in internal decision-making, influencing value proposition and service improvements.
Leadership & Team Development
- Lead, inspire, and develop our customer facing teams, setting clear objectives and performance standards.
- Represent the business at senior-level forums, customer meetings, and industry events as a trusted strategic partner.
- Foster a culture focused on customer advocacy, continuous improvement, and operational excellence.
What we need from you
We’re looking for people who thrive in a fast-paced environment, love solving complex problems, and can balance immediate execution with long-term planning. You’ll have a natural curiosity, a passion for customers, and a drive to do things differently—and brilliantly.
- Proven experience in a senior customer success, account management, or client services leadership role, ideally with a retail background or familiarity within the space.
- Strong understanding of B2B customer management and partnership-driven account growth.
- Experience managing complex customer relationships and leading high-value customer account management.
- Strong financial and analytical skills, comfortable working with forecasts, customer performance data, and profitability metrics.
The InPost process:
We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.
At InPost, we love uniqueness. Our strength is our people.
We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.