Head of Customer

Inpost; City of Westminster; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading final-mile delivery firm in the UK seeks a Head of Customer to drive strategy and performance across customer-facing teams. The role requires proven leadership in customer success, exceptional relationship management, and strong financial acumen. The successful candidate will work closely with operations and finance to enhance service delivery, ensuring a top-notch customer experience and long-term partnerships. This position offers a dynamic environment focused on growth and continuous improvement.

Qualifications

• Proven experience in senior customer success or account management roles.
• Background in logistics, retail, or publishing distribution preferred.
• Strong understanding of B2B customer management.

Responsibilities

• Lead the customer success strategy and team development.
• Own strategic relationships with key customers and drive growth.
• Partner with cross-functional teams to enhance customer service.

Skills

Customer advocacy

Strategic relationship management

Financial and analytical skills

Exceptional communication

Entrepreneurial mindset

Job description

The Head of Customer will lead the strategy, performance, and long‑term success of our customer‑facing teams across InPost Newstrade. 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. What you’ll be doing:

Customer Strategy & Leadership

• Support the Managing Director in developing and implementing the customer success strategy aligned with overall business goals. This includes leading and developing the team.
• 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.
• JBP development.
• Own customer value proposition articulation.
• Position IPN as 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.

Qualifications

• Proven experience in a senior customer success, account management, or client services leadership role.
• Background in logistics, retail, or publishing distribution sectors (ideally news/magazine) is preferred. FMCG also good, retail preferred.
• 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.
• Entrepreneurial mindset with the ability to succeed in a fast‑paced, growth‑oriented environment.

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.

At InPost we hire awesome people who aren’t afraid to bring ideas to the table, to make mistakes, and challenge the norm! 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.