Head of Customer

InPost UK; City of Edinburgh; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leader in delivery services is seeking a Head of Customer for its Newstrade Commercial team in Edinburgh. This role involves leading customer strategy, managing key account relationships, and driving customer success initiatives. The ideal candidate will have experience in customer success leadership, preferably within logistics or publishing sectors. Enthusiasm for complex problem-solving and a strategic mindset are essential. The position offers a competitive pension scheme, life insurance, and other perks.

Benefits

Competitive Pension Scheme

Life Insurance

Cycle2Work scheme

Employee Assistance Program

Qualifications

• Proven experience in customer success or account management leadership.
• Background in logistics or publishing is preferred.
• Experience managing complex customer relationships.

Responsibilities

• Lead the customer strategy for InPost Newstrade.
• Own relationships with key customers to drive growth.
• Develop and implement customer success initiatives.

Skills

Customer relationship management

Strategic thinking

Financial analysis

Stakeholder engagement

Job description

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 to join our Newstrade Commercial team!

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.

About the role:

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.

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.
• 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.

Perks of the job!

We love to reward our people for the great work they do:

🪴 Build a secure future with a competitive Pension Scheme

🌟 Peace of mind with Life Insurance

🚴 Stay active with our Cycle2Work scheme

🤝 Get the support you need with our Employee Assistance Program

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.