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For Companies At a Glance
- Tasks: Lead customer success strategy and develop strong relationships with key accounts.
- Company: Join a rapidly scaling global business transforming the delivery industry.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Why this job: Be part of a dynamic team making a real impact in customer experience.
- Qualifications: Proven leadership in customer success and strong relationship management skills.
- Other info: Fast-paced environment with excellent career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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 InPostNewstrade 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. Exceptional communication and stakeholder engagement skills, including at C-suite level.
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 20-30 minute chat with our Talent Team. If you are successful after this stage, there will generally be another two to three stages. Depending on the level of the role, a presentation or task may be included. Throughout our process, you will get the opportunity to meet a cross-section of our friendly team members to get a sense of our culture, and a good understanding of the role, team and business. Our interviews are a combination of skills and experience + values-based competency questions. Your talent partner will guide you through each stage. 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.
Head of Customer Success - InPost Newstrade in London employer: InPost Ltd.
Contact Detail:
InPost Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success - InPost Newstrade in London
✨Tip Number 1
Network like a pro! Reach out to current employees at InPost Newstrade on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. This insider info can give you a leg up!
✨Tip Number 2
Prepare for those interviews by practising your storytelling skills. Think of specific examples from your past roles that showcase your customer success achievements. We want to hear how you’ve made an impact!
✨Tip Number 3
Show your passion for the industry! Stay updated on trends in final-mile delivery and customer success. Bring this knowledge into your conversations to demonstrate your enthusiasm and commitment to the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at InPost Newstrade!
We think you need these skills to ace Head of Customer Success - InPost Newstrade in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Success role. Highlight your experience in customer success and account management, and show how your skills align with our fast-paced environment and strategic goals.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven customer success and growth in previous roles. Use metrics where possible to demonstrate your impact—numbers speak volumes!
Be Authentic: We want to get to know the real you! Let your personality shine through in your application. Share your passion for customer advocacy and any unique experiences that make you a great fit for our team.
Apply Through Our Website: For the best chance of success, apply directly through our website. This ensures your application gets to the right people quickly, and you’ll be one step closer to joining our dynamic team at InPost Newstrade!
How to prepare for a job interview at InPost Ltd.
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the role. Understand how retention rates, customer satisfaction scores, and account growth impact the business. Be ready to discuss how you’ve used these metrics in past roles to drive success.
✨Showcase Your Strategic Thinking
Prepare examples that highlight your strategic thinking and leadership skills. Think about times when you developed a customer strategy or led a team to achieve specific goals. This will demonstrate your ability to align with InPost Newstrade's focus on long-term customer partnerships.
✨Demonstrate Cross-Functional Collaboration
Since the role involves working closely with various departments, come prepared with examples of how you've successfully collaborated with teams like Operations, IT, or Finance. Highlight any initiatives where you influenced service improvements or drove best practices.
✨Engage with Their Culture
InPost values uniqueness and inclusivity, so be yourself during the interview! Share your passion for customer advocacy and continuous improvement. Show that you can thrive in a fast-paced environment while maintaining a focus on delivering exceptional customer experiences.