At a Glance
- Tasks: Manage partnerships with major Chinese platforms and drive growth through relationship building.
- Company: Join a fast-growing UK hub in a global logistics business.
- Benefits: Flexible working hours, competitive salary, and a vibrant team culture.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Be part of reshaping eCommerce logistics while using your Mandarin skills.
- Qualifications: Fluent Mandarin and English, experience in logistics or account management.
The predicted salary is between 50000 - 70000 £ 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 Customer Success Manager to join our International Partnerships Commercial team!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.
At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.
About the role:
You'll own a portfolio spanning International Marketplaces, International Resellers, and Domestic Resellers — including major Chinese-origin platforms such as Shein, Temu, TikTok Shop, and AliExpress. Because so much of this portfolio is China-facing, fluent Mandarin is essential so you can build trust, resolve issues, and negotiate confidently with partner teams in their own language.
What you’ll be doing:
- Manage an assigned portfolio of partnership accounts, tracking performance against agreed volume and revenue targets and taking proactive steps to retain, protect, and grow it.
- Build and maintain strong working relationships with assigned partners, acting as a reliable, responsive point of contact at operational and management levels.
- Serve as the day-to-day commercial contact for assigned partners — handling service queries, escalations, and issue resolution alongside the Senior CSM and Operations.
- Conduct regular partner reviews and check-ins to assess satisfaction, review performance, and identify opportunities for volume and revenue growth.
- Lead commercial discussions and independently manage negotiations — upsell, cross-sell, and volume development — within your portfolio.
- Develop a working knowledge of cross-border parcel flows, specifically China-to-UK, from first-mile collection through customs clearance to entry into the InPost UK network.
- Understand InPost's end-to-end delivery network, SLA framework, and growing APM locker infrastructure to support credible, informed partner conversations.
- Represent InPost externally at meetings and industry events, with flexible working hours to accommodate China and other origin-market time zones.
- Work closely with Chinese-origin marketplace and reseller partners day-to-day, using fluent Mandarin to manage relationships, resolve issues, and negotiate commercial terms.
What we need from you:
- We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future.
- Fluent, business-level Mandarin — essential for this role, given the China-facing nature of the portfolio and day-to-day contact with Chinese-origin marketplace and reseller partners.
- Fluent English also required.
- Experience in logistics, cross-border freight, or ecommerce delivery; knowledge of Chinese ecommerce and cross-border logistics; understanding of customs clearance and UK import/export processes; technical understanding of shipping integrations and carrier tracking systems.
- Experience in account management, client relationship management, or customer success in a B2B environment.
- Have worked in a fast-paced, commercially demanding environment managing multiple client accounts.
- Developing commercial acumen, with an understanding of account management and P&L drivers.
- Familiarity with cross-border parcel and international logistics operations.
- Salesforce CRM or equivalent CRM competency, with strong data analysis and reporting skills.
- Excellent verbal and written communication skills, and strong organisation and problem-solving abilities.
- A-levels or equivalent required; degree-level education beneficial.
You Are:
- Self-motivated and results-oriented, with a clear focus on partner retention and growth.
- Relationship-focused, with a genuine commitment to partner satisfaction and service quality.
- Attentive to commercial detail — organised, methodical, and reliable.
- Adaptable and comfortable operating in a fast-paced, international commercial environment.
- Culturally aware, able to work effectively with clients from diverse international backgrounds.
- A collaborative team player who actively seeks support and guidance from senior colleagues.
- Proactive in identifying and resolving partner issues before they escalate.
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.
Customer Success Manager (Mandarin Fluency Essential) employer: InPost UK
InPost UK is an excellent employer that prioritises employee well-being and professional growth, offering a supportive work culture where innovation thrives. As a Field Service Engineer, you will enjoy enhanced annual leave, comprehensive health coverage, and opportunities to engage with the community, all while working in a dynamic field-based role that ensures your skills are continually developed and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Mandarin Fluency Essential)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InPost UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InPost UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (Mandarin Fluency Essential)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InPost UK:Your cover letter is your chance to shine! Tell us why you want to work at InPost UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InPost UK!
How to prepare for a job interview at InPost UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
