InPost UK
Head of Retail
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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.
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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.
Essential Experience
- 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
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Valued Experience
- 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
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.
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