At a Glance
- Tasks: Lead a dynamic Customer Success team and manage key retail client relationships.
- Company: Join InPost UK, a rapidly scaling global business transforming parcel delivery.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on innovation and collaboration.
- Why this job: Be at the forefront of reshaping eCommerce logistics and make a real impact.
- Qualifications: Experience in e-commerce or retail, with strong leadership and relationship management skills.
The predicted salary is between 70000 - 90000 £ 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 Retail to join our 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
InPost\'s retail client base is the engine of our UK business. This is the role that protects it, grows it, and makes it the envy of the sector. We\'re looking for a commercially exceptional leader who can run a high-performing Customer Success team, hold the most strategic client relationships personally, and act as the most senior voice of the retail portfolio inside the business — from the product roadmap to the boardroom.
Lead the Customer Success Team
Build, develop, and manage a team of Account Directors, Senior CSMs, and CSMs across the full retail portfolio. Support in defining the strategy, the standards, and the culture — then hold the team accountable for delivering retention, volume, and revenue growth targets at scale.
Own the Most Strategic Clients
Personally hold a small number of InPost\'s most strategically significant retail relationships, engaging at CEO and C-suite level. Act as the ultimate point of escalation across the portfolio — and lead or support the most complex negotiations, renewals, and commercial structures.
Be the Voice of the Client Base
Feed deep portfolio insight into InPost\'s commercial strategy, product roadmap, and operational priorities. Monitor the retail and e-commerce landscape. Represent the retail segment at the most senior level — in leadership forums, cross-functional planning, and with the CCO and wider leadership team.
What you’ll be doing
- Lead, manage, and develop the full UK Customer Success team
- Own and be accountable for retention, volume, and revenue growth targets across the entire retail customer success portfolio.
- Help define and execute the customer success and commercial strategy — including account tiering, coverage model design, and the framework for QBRs, MBRs, and strategic account planning.
- Personally own a small number of the most strategically significant client relationships, engaging at CEO and C-suite level and acting as the ultimate escalation authority.
- Oversee the quality and strategic rigour of account plans across the full team portfolio — reviewing, challenging, and approving to ensure they are insight-led and commercially ambitious.
- Lead and support the most complex commercial negotiations, contract renewals, and bespoke arrangements, working closely with Legal and Finance.
- Ensure the team proactively identifies, develops, and converts upsell and cross-sell opportunities across InPost\'s full product, service, and international portfolio.
- Oversee client health monitoring, retention risk identification, and at-risk account management — ensuring early intervention and bespoke recovery plans are in place where needed.
- Work closely with the New Business team to ensure seamless client handover, strong pipeline intelligence, and alignment on commercial strategy across acquisition and retention.
- Present high-quality portfolio performance reports, commercial forecasts, and strategic updates to the CCO and wider senior leadership on a regular basis.
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. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.
- Experience in the e-commerce or retail sector
- Significant experience leading and managing a client-facing commercial team, including senior individual contributors
- You have operated in a senior commercial account management role or customer success at enterprise or strategic account level
- Proven track record delivering national revenue retention and growth targets across a large, complex client portfolio
- You know what it takes to nurture Director or Head-level client engagement — building and sustaining C-suite and board relationships
- Deep expertise in customer success strategy, account tiering, and portfolio coverage model design
- Exceptional relationship management skills — trusted and compelling at C-suite and board level
- Advanced commercial negotiation, including enterprise contract renewals and bespoke commercial structures
- Ability to set and manage performance frameworks, KPIs, and team targets at scale
- Background in logistics
- Experience operating within or alongside an international Group or matrix structure
- Experience shaping or contributing to product strategy based on client insight
- Experience with marketplace operators or reseller / aggregator commercial models
- Familiarity with international or cross-border commercial operations
- Strong data analysis, commercial modelling, and portfolio reporting skills
- Proficiency in CRM platforms (Salesforce preferred)
Sector Knowledge
- Deep understanding of the retail and/or e-commerce sector and client commercial models
- Strategic thinker — able to balance operational priorities with longer-term commercial vision
- Awareness of competitor landscape and evolving last-mile and OOH delivery dynamics
- Knowledge of last-mile logistics, parcel delivery, or carrier operations — advantageous
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 Retail 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 Head of Retail
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like InPost UK, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like InPost UK!
We think you need these skills to ace Head of Retail
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at InPost UK, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at InPost UK and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show InPost UK that you’re ready to jump in and contribute right away!
How to prepare for a job interview at InPost UK
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
